Title: Roundtable: IVR and Self-Service 2017
Hosted by CRMXchange and presented by Jacada, Inbeta and Inference
Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. The line between the IVR, Virtual Agents and your website is blurring fast. Chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.
- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.
- Complex IVR, outbound dialing, PCI-payments, Voice Biometrics, Inbound and Outbound SMS, Teleclock…Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.
- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage enterprise-class chatbots. Hear how companies are deploying enterprise-class chatbots and generating customer and business success.
About the Presenters
|Chris du Toit, CMO, Jacada
Chris’ responsibilities at Jacada include global Go-To-Market strategy, corporate positioning, and marketing strategy and campaigns. He has over 20 years of experience in product management, marketing and software development having held several senior leadership positions. Before joining Jacada, Chris founded a successful software consulting company providing large scale software systems to Fortune 500 companies. He holds a BS Computer Science from Rhodes University, a JD from Concord Law School and is admitted to practice in the State Bar of California.
|Callan Schebella, CEO, Inference Solutions
Callan is based in the San Francisco office. He has worked his entire career in Voice Automation, Machine Learning and related technologies. Prior to becoming CEO, Callan was the Chief Architect at Inference and led the team that developed the company’s core products. Callan started his career at Telstra Research Laboratories in technology commercialization. He has a Masters of Engineering from the University of South Australia and Masters in Business Administration from Melbourne Business School.
|John Forrester, CMO, Inbenta
John started at Inbenta in October 2016 as the Chief Marketing Officer, leading all aspects of global brand, demand generation, digital marketing, advertising, PR, and events. Prior to his current role, John served as the CMO of Workato, where he led the marketing, sales, and customer service teams. Previously, he was the VP of Marketing at Xero and VP of Product Marketing & Brand at RingCentral. He has held marketing management positions at VMware, YouSendIt, Samsung, and Microsoft.