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Biographical Information
Vicki Broman
Manager of User Interface and Research Teams
CTI and Speech Solutions
eLoyalty® a TeleTech Company
Phoenix Fire Department Crisis Counselor;CHt
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Vicki Broman is the manager of the User Interface Team at eLoyalty® a TeleTech Company. She has over 22 years experience as a Voice User Interface (VUI) designer and Project Manager, Vicki's applications have set new standards for Voice Self Service (VSS) VUI Best Practices. She developed classes in VUI Best Practices that have been presented to numerous customers worldwide and has integrated proven Best Practices based on usability testing results and research. Her designs provide a Win-Win environment for both her customers and their end users; as they provide significant increase in resolution rates along with significant increase in end-user customer satisfaction ratings. Vicki also leads the research team at eLoyalty® and has published papers on designing IVR systems. Her VUI design experience include financial (securities, credit card, banking), government, utilities, insurance (health, vehicle/home/business), prescription services, airlines, travel agencies and cosmetics corporations. Vicki has been a presenter at conferences for SpeechTek, Nuance, Sterling Audits, Rockwell, and AT&T. She was awarded a patent in Speech Recognition Fraud application Design Concept Nov. 20, 2007.
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