Caller Authentication: Gateway to Better Customer Care Experience

Today 4 out of 5 consumers use their mobile devices for shopping related purposes. For marketers, reaching them at the right place and time requires understanding and targeted strategies. Yet mobile’s role in the purchase path varies widely based on differing consumer needs, usage location, business category and even device type.

In this 45-minute webinar, we will show you the keys to developing the most effective mobile marketing strategies for three of the top growth segments in mobile today: Travel, Restaurants and Automotive. We will discuss findings that can be applied to your business to gain an effective mobile presence as well as drive more customers and increase sales.

What you will learn:

The prime opportunities for leveraging mobile media within the path-to-purchase for each category

How consumers use smartphones and tablets to complete different purchase-related tasks

The importance of location and local info to mobile searchers— by category and device

How purchase timing differs among mobile searchers based on category

The types of sites and apps consumers use at each stage of the shopping process

The key factors behind generating consumer awareness and engagement with mobile ads

Speakers:

Greg Sterling, Senior Analyst – Opus Research
David Gil, Vice President, Emerging Media – Nielsen,
Monica Ho, Vice President of Marketing – xAd, Inc.
Bill Dinan, President – Telmetrics Inc.

When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.

Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.

A recent survey by Opus Research and Coleman Parkes found that 85% of callers felt dissatisfaction with the automated systems for handling caller authentication. This is a serious matter because 83% of calls to enterprise contact centers require some sort of caller validation or verification in order to be successful. Failure to authenticate is both a barrier to customer satisfaction and an expense to contact center operators.

Join Dan Miller, Sr. Analyst at Opus Research and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.

Somewhere between 20% and 30% of traffic to many websites is now coming from mobile devices, depending on the category. In specific local categories the number is as high as 50%.

Consumers have repeatedly indicated their preference for localized ads and see them as more relevant than “generic” ads. There are also several very bullish forecasts for localized mobile advertising. Yet most “local” mobile ads aren’t more specific than regional or metro-area targeting. And only about 5% of mobile ads carry a precise “lat-long.”

Why is this the case and what must happen to realize the promise of “LoMo” advertising? Join Monica Ho, xAd Vice President of Marketing and Opus Research's Senior Analyst Greg Sterling for a discussion of the opportunities – and challenges – of locally targeted mobile advertising today.

Sterling will provide findings on consumer preferences for localized advertising as well as performance data comparing local-mobile ads to national ads. He’ll also present a recent case study comparing ad performance across five mobile ad networks.

xAd’s Monica Ho will talk about the opportunities and challenges of location targeting .She’ll also present the 5 mobile marketing best practices that every marketer/agency should know in order to drive true performance out of mobile advertising.

Fast, convenient and secure user authentication is a must for companies that focus on providing their customer, prospects and employees with the best user experience possible. That’s why many of the most forward-looking enterprises are taking serious stock of their options for ways to identify and validate the people at the other end of a phone conversation. Voiceprints are emerging as attractive alternatives to vulnerable PINs and commonly asked questions, such as “mother’s maiden name” or “last 4-digits of your Social Security Number.”

A growing number of companies are using hosted services platforms to carry out voice-based authentication. A hosted approach provides them with levels of flexibility, affordability and scalability that premises-based approaches do not. They help “future-proof” implementations, making it easier to add applications, enrollees and “hooks” into complementary security and authentication infrastructure.

Join Opus Research, Voxeo and Voice Biometrics Group in a webcast that describes the demand for strong, context aware authentication; the variety of voice biometrics-based solutions; and the advantages of taking a “hosted approach” to meeting identification and verification challenges in ways that comply with security and privacy concerns associated with Financial, Healthcare, Insurance and Government Services.

Join two thought leaders in Voice Biometrics and Multi-Factor Authentication as they review lessons learned from over a decade of core technology evolution, solutions definition and real-world implementations of voice biometrics around the world. A recent surge in activity and interest signals a milestone in acceptance and adoption of multifactor authentication technologies.

With new demand driven by the need to provide strong, yet convenient, user authentication both in enterprise and mobile settings, you'll get fresh perspectives and insights into the processes of:

Defining risk-aware, multi-modal and multi-layer solutions that includes voice biometrics

Addressing the objections of various stakeholders in security and customer care settings

Building the customer base by simplifying the enrollment process

Future proofing solutions by anticipating new requirements resulting from mobile users, new devices and natural changes (like aging)

Hear about 'learnings' from deployments (both the successes and the busts) among telecommunications carriers, healthcare providers, financial services companies and large retailers. Then find out why Opus Research is confident that we'™ll see double-digit growth in enrollments and authentications driven by the growth in mobile commerce, increased complexity of password management and a growing concern over identity theft and unauthorized enterprise network access.

On the go consumers are the most valuable prospects available. But while local advertising on the PC has not been well understood by marketers, the importance of location-based content to smartphone users is all but self-evident. Recent behavioral data shows that 40% to 50% of mobile searches are local in nature, not including apps.

Beyond the fact that this translates into billions of queries, local-mobile searchers convert at much higher rates than conventional PC users. Between 40% and 60% of local-mobile searchers actually show up at a local business or store location. The majority of these local information seekers take action within a very short period of time, usually a couple of hours -- or less.

The nature of local-mobile marketing is therefore much more dynamic and immediate than on the PC. Marketers both large and small must clearly understand how to reach mobile audiences or be prepared to hand potential customers over to the competition.

Join Opus Research's Senior Analyst Greg Sterling and AT&T Interactive'™s Executive Director of Product Management Matthew Goldman for a mix of data, discussion and perspective about location and mobility today. Goldman will also present what AT&T is seeing from the field in terms of SMB advertiser demand and mobile consumer behavior.

In this webcast, Opus Research’s Dan Miller will introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.

Small businesses are increasingly interested in social media and “conversational commerce.” However what does that actually mean? After the Twitter account or Facebook Page are established, what next?

SMBs and the sales channels and publishers that serve them are struggling with how to divide the labor and bring social marketing to SMBs but in ways that are efficient and still preserve the “authentic voice” of the local businesses.

What are the social media trends now dominating the local online marketplace and what are SMBs themselves saying about social media and the challenges they face? What does all this look like from the sales perspective, “on the ground”?

Nuance Communications recently acquired PerSay Ltd to become the largest provider of voice biometric-based solutions. In this Webcast, Nuance’s Chuck Buffum, VP, Authentication Solutions Mobile & Enterprise Division and Dan Miller, Sr. Analyst at Opus Research will share perspectives on trends that are shaping the marketplace, including real-world use cases for contact center, mobile, outbound and forensic applications. You’ll learn why Nuance acquired PerSay, how the product lines are coming together and what factors are shaping the future product roadmap.

This is a small preview of discussions being held at Voice Biometrics Conference-Amsterdam March 23-24.

Group buying or "social commerce" is one of the hottest and fastest growing segments online. Seemingly coming out of nowhere, there are now well over 100 companies in a massive land grab for consumer attention and local business promotions. Traditional media and established online publishers are also trying to get in on the action, which is already worth hundreds of millions of dollars today.

In this webcast, join Internet2Go's Greg Sterling, Yipit co-founder James Moran and Close.ly CEO Perry Evans as we explore the rapid rise of group buying. Yipit will present new, unreleased data about SMBs and group buying; and we'll answer your questions and discuss the broader impact of social commerce on the present and future the local market.

The proliferation of smartphones, e-commerce websites and social networks has cultivated a new generation of highly connected “anywhere customers” who are taking command of “how, when and why” they are interacting with their selected vendors and service providers.

In this webcast, Dan Miller with Opus Research and Zor Gorelov, CEO with SpeechCycle, will showcase: Changing patterns in self-service and assisted service as customers take command; Strategies for customer care architectures that leverage internal resources and provide consistently good experiences; Best practices for enriching the customer experience across multiple media and modalities; New forms of customer dialogs that blend automated speech, visual components, live agents and text as appropriate.

Attendees of the webcast will receive a free white paper ("Reaching the Anywhere Customer") published by Opus Research detailing the new roles for contact centers in customer interactions.

As consumers turn to a diverse set of media channels to better meet their immediate local needs, businesses need to evolve their marketing strategies to include integrated programs across multiple platforms including local search, mobile search, location-based applications and social media. In this webcast, join Greg Sterling with Internet2Go, Greg Isaacs (VP, Web Products, AT&T Interactive) and Todd Rose (VP, Business Development, AT&T Interactive) to discuss how advertisers are leveraging innovations in local search to engage with consumers, how publishers are monetizing with relevant local listings and how content providers are integrating and distributing content to reach more local consumers.

Effective change management and staff engagement in a risk averse environment. How the Australian Department of Defence introduced an open menu voice recognition system which didn't upset the customer whilst dramatically reducing queue times and reducing average handle time by 15%.

Web-based search, commerce, and entertainment -- coupled with the human urge to "go mobile"-- is making our activity more virtual. In this always-on world, unwanted access to personal data stores is leaving transaction streams vulnerable to fraud . Join Opus Research and TradeHarbor for a discussion of how the two pillars of "something you know" (a PIN or Password) and "something you have" (a physical token, PC, or cellphone) can be easily augmented with unique aspects of "something you are," in this case your voiceprint.

In both preference and practice, people have established personal preferences in how they interact with selected vendors. A recent Opus Research survey shows the increasing sophistication in how consumers choose shopping and support options based on these preferences. Among the survey highlights, it is clear consumers first identify products or services to purchase online. Subsequently, consumers apply all means of communication -- including search, toll-free numbers, social networks, and mobile interactions -- to pursue and support these transactions. In this webcast, Opus Research examines the survey results and shows how emerging modalities (chat, IM, SMS, video) are influencing merchants in developing customer care solutions.

Digital coupons are very hot right now, and mobile will be an increasingly important distribution channel for local offers and deals. In fact it's one of the few types of advertising that mobile consumers welcome in large numbers. Though not yet mainstream, “mobile coupons” is an already crowded arena. Execution, content, and quality matter in this highly competitive segment. This webcast will provide an overview of the landscape as well as concrete data and case studies on the performance of coupons in a mobile environment.

Since 2007, Australia's largest healthcare specialist ahm (Australia Health Management) has successfully managed one of the largest public-facing deployments of speaker verification. With more than 400,000 yearly calls into its main contact center, ahm has implemented an automated voice verification system to provide quick, accurate authentication of callers enhancing member security and improving the customer experience.

In this webcast, ahm will discuss the project planning involved for voice biometric deployments including lessons learned and what the company would have done differently, enrollment strategies, challenges, benefits, and ROI savings.

Speakers:
Rob Thomas, Manager Operations Business Systems, Australian Health Management (ahm)
Martyn Riddle, GM Marketing – Customer Contact Solutions, Salmat

LBS and local advertising on mobile devices have been hyped and hailed as the "killer app" for mobile. But are they? Most of the current "local search apps" are lackluster and merely transfer the PC user experience to the mobile device. And most companies building local apps haven't thought through their strategies very carefully.

What do "Local Apps 2.0" look like? What services and data will the provide? Can the promise of location-aware mobile "discovery" be realized? And how will all this be monetized as a practical matter?

Join Greg Sterling of Opus Research's Internet2Go program and Jeff Porter and Nahid Giga of mobilePeople, both local search industry veterans, for a wide-ranging discussion of the best local apps today and what the future may look like for local on mobile devices.