Home  |  Contact |  Nuance.com About Conversations About the resort Register now Interactive agenda Care agenda Care tracks Mobile agenda Mobile tracks Activities Sponsors Join our blog Contact CARE TRACK DESCRIPTIONS Download the Conversations agenda (PDF version)   Foundation technologies Learn more about the core speech and dialog technologies that act as the building blocks for Nuance solutions with Nuance's Technical Foundations. These sessions focus on current and upcoming technologies that deliver performance improvements for your customer care solution — from the speech engines themselves to the tools that support them.   Who should attend :: Developers, researchers, designers. Those responsible for exploring or implementing customer care technology.   Breakout sessions :: Who Goes There? Speaker Authentication Unveiled: What's Next for Nuance Verifier? Dr. Rob Kassel, Nuance and Dr. Judith Markowitz, J. Markowitz Consultants Taming Wild Input With Robust Parsing: What's Next for Improving Accuracy? Dr. Krishna Govindarajan, Nuance The SpeakFreely™ Journey: Is It Worth the Trip? What's Next for Implementing Natural Language Technology? Dottie Verkade, Aetna A Deep Dive Into New Natural Language Capabilities: What's Next for SpeakFreely™? Réal Tremblay, Nuance The Future of the Mobile Workforce: What's Next for Mobile Enterprise Solutions? Nirmalya De, Nuance The Tools (You May Not Have Known) You Wanted: What's Next for Nuance Tools? W. Bridges Smith, Nuance An Overview of Nuance Recognizer 9: What's Next for Your Speech System? Kevin Chatow, Nuance Migrating to Nuance Recognizer 9: What's Next for Upgrading Your Speech Engine? JP Shipherd, Nuance Business solutions Discover innovative ways to support, understand, and communicate with your customers with Nuance's Business Solutions. These sessions explore innovative applications that can expand the role of your contact center for your consumers, your employees, and your business partners.   Who should attend :: Developers, project managers, strategists. Those responsible for choosing, planning, or running new contact center initiatives.   Breakout sessions :: Genesys Case Study: IVR to Enterprise Wide IVR: What's Next for Consolidating Self-Service Applications? Mary Bromfield, Evelyn Kaye and Doug Liddle, National Grid Challenges in Design for Call Routing Applications: What's Next for Call Steering Solutions? Viktoria Ahlbom, TeliaSonera Guided Self-Service Solutions for Call Centers: What's Next for Improving Automation? Tom Scott, Spiegel Dragon NaturallySpeaking for Contact Centers: What's Next for Improving Agent Productivity? Andrew Buckley, Nuance Saving Money the SpeechAttendant™ Way: What's Next for Improving Employee Productivity? Mary Bromfield, National Grid and Terry Griffin, Nuance The New Face of Customer Service, Going Mobile: What's Next for Multimodal Care? Assaf Baciu, Nuance and Michael Becker, Multimodal Marketing Association Automating the Un-automatable: What's Next for Tech Support? Jeff Foley, Nuance Don’t Wait for Them to Call You: What's Next for Outbound Notifications? Bill Flitter, Pheedo and Stacey Zuniga, UnWired Nation Compelling experiences Determine how to improve your customer satisfaction with Nuance's Compelling Experiences. These sessions help you define and deliver positive service experiences for your customers with a look at best practices in interface design and performance measurement.   Who should attend :: Customer care executives, internal analysts, VUI designers. Those responsible for customer satisfaction.   Breakout sessions :: The Metrics That Matter: What's Next for Measuring Application Performance? Marco Petroni, Nuance and Edward Votoupal, AT&T Ongoing Speech Application Optimization: What's Next for Sustaining Application Performance? Fred Bak, Qwest Cisco Case Study: Adding Speech to Your Growing Organization: What's Next for Deploying Speech? Rick Sampson, UnitedHealth Group and Colin Schiller, Cisco The Five Guiding Principles for Delivering Exceptional Phone Service: What's Next for User Interface Design? Stephen Springer, Nuance Balancing Cost Effectiveness With a Commitment to Privacy: What's Next for Caller Security and Privacy? Remus Siclovan, Health Net Avaya Case Study: Executing With Velocity: What's Next for Rapid Deployment? Kris Klein, Harte-Hanks A More Natural Caller Experience: What's Next for Natural Language Design? Warrick Farrow, Australian Tax Office Nortel Case Study: Cost to Serve vs. the Customer Experience: What's Next for Your Customer Experience Strategy? Abhilasha Hans, Bharti Airtel Strategic insights Understand the social, technological, and business trends that drive the world of customer care with Nuance's Strategic Insights. These high-level sessions discuss the evolving customer service industry and what your organization must do to meet the demands of today's customers.   Who should attend :: Company leaders, executives, visionaries. Those responsible for corporate direction and initiative.   Breakout sessions :: Becoming Care 2.0 Ready: What's Next for Customer Service? Lynda Smith, Nuance Upcoming Changes in Customer Care: What's Next for the Care Industry? William Meisel, TMA Associates Selling Your Solution Inside and Out: What's Next for Demonstrating ROI? Michelle Eubanks and Chip Funk, Fidelity National Information Services Mobilizing the Contact Center: What's Next for Contact Centers? Dan Miller, Opus Research Overcoming the Challenges of Analytics: What's Next for Analytics? Zach Gemignani, Juice Analytics and Scott Taylor, Nuance Championing Speech in Your Organization: What's Next for Forming a Speech Strategy? Glen Graham, Bank of America Interactive Outbound Alerts: What's Next for Outbound Care? Dan Faulkner, Nuance Understanding Consumer Expectations of a Care 2.0 World: What's Next for Consumer Adoption of Speech? Gina Carriere, Nuance Industry Forums Hear about real-world, successful applications as well as share deployment war stories with other professionals in your industry. These concurrent sessions focus on customer care concerns related to specific vertical markets: utilities, insurance, financial services, travel & hospitality, retail, and telecommunications/cable providers.