WEBINAR

Telecoms: How Conversational Intelligence Drives Agent Productivity and ROI

In the interactive webinar, join the speakers as we highlight conversational intelligence benefits for agent productivity and ROI in Telecoms, including reducing after-call work (ACW) and average handle time (AHT) with conversational AI and automation.

Conversational Intelligence offers an opportunity to target, improve, and fine-tune critical support challenges. At its best, it empowers agents to spend more time on critical customer needs, it recoups time for more opportunistic customer engagements, and it delivers a more frictionless customer journey.

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Speakers

Main Topics

Addressing the top challenges in Telecom call centers
Empowering agents and improving the customer experience through conversational intelligence
Techniques to decrease average handle time and after-call work
How to analyze and quantify ROI and customer experience for Telecom call center solutions
Customer use case, how companies leverage Uniphore’s U-Assist Aftercall Max

Meet the Speakers

Dan Miller

Lead Analyst & Founder
Dan Miller founded Opus Research in 1986 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports and advisories addressing business opportunities that reside where automated speech and natural language processing leverage conversational AI, analytics and contact centers. As Director of the New Electronic Media Program at LINK Resources from 1980-1983, he helped define one of the first continuous advisory services in the information industry. He then held management positions at Atari, Warner Communications and Pacific Telesis Group (now part of AT&T).

Scott Baker

Senior Analyst
Scott Baker joins Opus Research as Senior Analyst after 13 years of designing, deploying, and managing enterprise software solutions. He spent the last 4+ years specifically focused on technical program management for intelligent assistant deployments where his expertise and guidance was critical to the success of digital transformation projects for well-known Fortune 500 companies. Previously, Baker focused on online video platform implementation design and management for large media brands and enterprise clients.

Subreina Thelwell

Customer Success Director
Subreina is a knowledgeable and performance-driven Customer Success Professional with wealth of proven experience in managing multiple and complex client accounts, increasing revenue, driving optimization, ensuring profitability, all while creating and building longer term positive client partnerships. As part of the customer success leadership team, Subreina leads with a customer-first mentality and a focus on delivering business value to her customer’s every day. Subreina is responsible for the overall success of the client engagement post-delivery, onboarding new users and enabling them on the integration of Uniphore’s solutions, always acting as trusted advisor. As the voice of the customer, Subreina works to keep users engaged as well as providing feedback to our sales and technical teams on common behaviors on our solutions and opportunities for optimization and improvement.

Telecoms: How Conversational Intelligence Drives Agent Productivity and ROI

Speakers

Dan Miller

Scott Baker

Subreina Thelwell

Stuart Ferguson

Main Topics

Meet the Speakers

Dan Miller

Scott Baker

Subreina Thelwell

Stuart Ferguson

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