ICMI Call Center Demo and Conference ROI Speech Text Analytics
Empowering contact center excellence for 30 years!

Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech and Text Analytics

COLORADO SPRINGS, Colo., July 19, 2013 – Call centers use speech and text analytics to gather information from recorded calls and messages. This information can help with a business’ strategy, process, and operation, as well as call center agent issues. Ultimately it can be a key player in reducing costs and improving the customer experience.

At the ICMI Call Center Demo and Conference, to be held in Atlanta, GA, October 21-23, industry leaders will advise contact center managers on how to realize the full potential of these systems. Attendees will hear from organizations that have successfully implemented these technologies and are using them to drive tangible business value. They will discuss how they obtained funding, lessons learned through the implementation process, and how these technologies are being used to move their organizations to a new level of service.

The session will be moderated by Lori Buckland, one of ICMI’s most popular speakers.  Lori is a recognized industry leader in contact center strategy, technology, and operations.

Panelists for this discussion include:

  • Victor Janey, Senior Operations Director for General Dynamics Information Technology
  • Amus Tenumah, Vice President of Operations for Teleflora
  • Stephanie Claycomb, Business Systems Sr. Consultant for Allstate Insurance Company

Other Operations Management Sessions offered at Call Center Demo & Conference:

Gold Sponsors: InContact, LiveOps,  and USAN
Sterling Sponsors:  Five9, TantaComm, VoltDelta, and Voxeo 

Additional Exhibitors
8x8 Inc., ADTECH Global, CallCopy, Castel Communications, Customer Relationship Metrics, Interactive Intelligence, Intradiem, iQor, LogiCALL by Jones/NCTI, Pipkins, Presence Technology, PTP, TCN, tcp, WFMSG and White Pages Pro. A complete list of exhibitors can be found here.


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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