"SPEECH TECHNOLOGIES : CUSTOMER EXPERIENCES IN BELGIUM"

Venez partager l'expérience de Belgacom, Leroy Merlin, L'institut Royal Météorologique et BeTV en matière d'implantation de services vocaux !

mardi 12 février 2008

Bruxelles - international

For the last years, speech technology (text-to-speech, speech recognition and speaker verification, VoiceXML) has played an increasingly important role in contact centre solutions in the Belgian market. In 2006, the ContactCentres.be Speech Technology Workgroup organized for the first time a seminar which gathered important actors from the Belgian contact centers area, who shared their experiences with all the guests.

This year, the Speech Technology Workgroup again has the pleasure to invite 5 speakers from various sectors to share operational customer implemen¬tations, focusing on the business case and on the callers experience:

Belgacom Call Center and Directory Assistance services,
the Royal Meteorological Institute of Belgium (IRM/KMI),
BeTV and Leroy Merlin: they will speak about their experiences!

The seminar Speech Applications: Customer Experiences in Belgium will be held on

February 12th 2008 (from 14:00 to 18:00)
at the
Belgacom Tower
Boulevard du Roi Albert II, 27 (close to the North Station) - 1030 - Brussels – Belgium.


To register, go to http://www.contactcentres.be/speech-event (Access to the seminar is free)


We are looking forward to meeting you on February the 12th, 2008!

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Agenda



13:30 Welcome & coffee

14.00
Interactive Voice Response as an Additional Customer Contact Channel
Tom Houwing, Director, Voiceandvision

14:30
“Personalized customer care attendant”
Catherine De Baets, Marketing Manager, Belgacom Call Center.

15:00
“Julie confirms the details of you order for video on demand”
Francis Bodson, CIO-CTO, BeTV

15:30
“New automated services in technical assistance call center”
Valérie Nève, Call Center Manager, Leroy Merlin

16:00 Coffee break

16:30
“Speech Recognition Application in Directory Services, Lisa 1234”
Guido Vermeire, Projects & Technical Support Manager, Belgacom

17:00
“The weather today is variable, TTS is not”
Hans Van Hauteghem, Manager of the Product Development group, Royal Meteorological Institute of Belgium (RMI).

17:30
Closing note, animated by
Tom Houwing, Director, Voiceandvision
Alain Rondenbosch, Chairman, Speech Technology Workgroup
Vincent Vanden Bossche, General Manager, ContactCentres.be

18:00 Cocktail & beer

Résumé des conférences   [.pdf]