Deploying Voice Technology = 2004
Boosting ROI=20 & Customer Experience

Event Date: = 6-8=20 October 2004
Location:=20 Paris, France

Key=20 Speakers =

Dominic=20 Cameron, Director of Voice Web,=20 LASTMINUTE.COM .

Matias=20 Musmacher, Manager of Systems & = Technology, DEUTSCHE = BAHN.

Martin=20 Karlsson, VP & Business IT = Manager=20 Electronic Banking, = NORDEA.

Hubert=20 Cropsal, Head of Contact Centre, = AIR=20 FRANCE.

Key=20 Topics

Future trends in the speech = technology=20

Multi-channel interaction with the=20 customer

Developing voice driven systems: = improving=20 usability & design

Improving quality & end-user=20 interaction

Creating the business case for voice=20 technology: cost cutting, customer = satisfaction=20 and increased ROI

"There is no index of = character=20 so sure as the voice. Bejamin Disraeli"=20

Attend the=20 pre-conference workshops designed to = maximise your=20 knowledge & business potential=20

Event Summary

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Voice=20 technology=20 brings revolution to the market. Speech=20 recognition, speaker verification, automated = speech and=20 similar technological advancements have already = left the=20 scientific laboratories and are about to change = the=20 efficiency of customer contact & = service.=20 Increased productivity, = functionality and=20 security allow companies to achieve = serious=20 ROI and cut down on the high costs that = the=20 contact centre involves. As the European = customer is=20 getting used to deal with an automated service,=20 corporations might analyse the possibility of=20 increased self-service. In the same time=20 companies head towards voice transactions = and=20 multi-channel architecture that can be = integrated=20 into the existing IT infrastructure. All = accompanied=20 with strong security systems that = biometrics more=20 than ever allow. =20

But=20 not only there does voice & speech = technology show=20 its potential. We are also about the face the = revolution=20 of voice applications in various = electronic=20 equipment of daily use. And what is similar to = the=20 popularisation of Internet - the VoIP = revolution,=20 also on enterprise level.

The=20 conference will examine how ready the European = market is=20 for this voice revolution, how it has advanced = already=20 and where it is heading. As well as show, on the = example=20 of industry case studies, how to find the = necessary=20 balance between operational efficiency, = productivity=20 and customer satisfaction.

Event Speakers

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Rick=20 Tabor, = VP Call=20 Centre Technology, CITIBANK=20 GROUP.

Dominic=20 Cameron, Director=20 of Voice Web, LASTMINUTE.COM=20 .

Daniele=20 Mancini,=20 e-Business Development Director, = COSTA = CRUISES.

No=EBl=20 Quaedvlieg, Head=20 of Telebanking & Telesales, = POSTBANK.

Tom = Pringle, Senior Analyst, = DATAMONITOR.

Nicole = Squarra, Head of Customer = Service Voice=20 Portal, T-MOBILE.

Guntbert=20 Markefka, ASR=20 Project Manager, T-MOBILE.

Steve = Parry, Head of Strategy &=20 Development, FUJITSU=20 SERVICES.

Luc = Thesias, Voice Engineering = Manager,=20 DHL.

Hal = Eardley, Head of Call = Centre, ODEON = CINEMAS.

Mark = Erwich, International Marketing = Director, SCANSOFT.

Matias=20 Musmacher,=20 Manager of Systems & = Technology, DEUTSCHE = BAHN.

Kieran = Maloney, Director of = Reservations &=20 Marketing Automation, AVIS = .

Martin=20 Karlsson, VP=20 & Business IT Manager Electronic=20 Banking, NORDEA.

Hubert = Cropsal, Head of Contact = Centre,=20 AIR=20 FRANCE.

Massimiliano=20 Ferrero, Sales=20 Manager EMEA, LOQUENDO.

Fabrice=20 Cifuentes, Chief=20 Executive Officer, MET.

Event Sponsors =

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Gold Sponsor=20 : ScanSoft	Silver=20 Sponsor Voice=20 Objects	Silver=20 Sponsor COLT=20 Telecom
Silver=20 Sponsor Loquendo	Online = Partner=20 : VoiceXML Italian User = Group	=20

Organiser

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marcus = evans=20 specialises in the research and = development of=20 strategic events for senior business = executives.=20 From our international network of 29 = offices,=20 marcus evans produces over 1000 event days = a year=20 on strategic issues in corporate finance,=20 telecommunications, technology, health,=20 transportation, capital markets, human = resources=20 and business improvement. Above all, = marcus evans=20 provides clients with business information = and=20 knowledge which enables them to sustain a = valuable=20 competitive advantage and makes a positive = contribution to their success.=20

Contact Info =

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Event contact	Sponsorship=20 Contact
Veronique=20 GRANG C=F2rsega, 381-387 08037=20 Barcelona Spain Tel :+34 93 467 75 = 87=20 Fax :+34 93 487 96 76 EMail : veroniqueg@marcusevanses.com=	Sponsorship=20 Manager Rob Taylor marcus evans=20 C=F3rsega 381 - 387 08037 = Barcelona Tel=20 :+ 34 - 93 - 393 46 32 Fax :+ 34 - 93 = - 393=20 46 38 EMail : robt@marcusevanses.com

Travel and = Accomodation=20

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Complimentary accommodation = booking=20 service

Should you require accommodation = whilst=20 attending a marcus evans=20 conference, please do not = hesitate to=20 contact our accommodation agent First = Option who=20 will be more that happy to make a = reservation=20 for you. Please quote the name of the=20 marcus evans conference = you are=20 attending.

https://www= 2.first-option.co.uk/marcusevans