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August 13 - 15, 2012
New York Marriott Marquis
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| TRACK D: TECHNOLOGY ADVANCES |
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D205 – Case Study 4: Managing Call Center Changes
4:15 p.m - 5:00 p.m
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 The merger of two premier brokerage businesses required building all new call center applications from the IVR to CTI to agent desktops to a mainframe. A major Australian bank transformed a contact center to support 28 business units. Both speakers explain the goals, the process, measures of success, and the lessons learned while deploying these major call center changes.
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Building New Speech Apps for New Businesses
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Managing Change: From Release Cycles to Bringing Your IVR In House and the Role of Automated Testing
Kevin Au, Lead QA Analyst - Green Dot Corporation |
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Co-located with:
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