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SmartVoice Conference | Collocated with ITEXPO

Opening Keynote Announced:
From Dumb Calling to Smart Voice
Martin Geddes, co-founder and Executive Director of the Hypervoice Consortium January 28, 2014

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Improve Productivity, Save Money, & Yield Competitive Marketing Information

Dumb “phone calls are being transformed into more productive communications with the addition of Smart Voice services such as call recording/archiving, Hypervoice text-to-speech indexing, voice biometrics and voice analytics.

Call recording/archiving provides a detailed record of sales and call center interactions, as well as standard compliance activities in financial, health care, and legal firms. Adding Hypervoice text-to-speech indexing provides an easy search of all business conversations by key word or phrase with the ability to play back the corresponding. Voice biometrics provide an easy way to authenticate employees and customers, eliminating passwords and pass phrases while speeding up call center interactions. Voice analytics is the tool to datamine call archives, allows businesses to identify the best call center practices and sift through calls to discover market trends.

With the continued growth of cloud-based services, adding Smart Voice features to existing vanilla voice services in a plug-and-play/-as-a-Service fashion allows service providers to incrementally offer additional services to businesses for generating more revenue on a per user/customer basis. Voice services become the gateway for a portfolio of incremental revenue opportunities.

Traditional conference calling, UC and WebRTC offerings will all benefit from SmartVoice services, enabling mobile workers and distributed teams to be more productive by cutting back on overlapping work between conversations, notetaking, and email.

This event will bring together Smart Voice vendors with service providers, call center operators, resellers, and businesses to discuss how SmartVoice services can improve productivity, save money, and yield competitive marketing information.


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SmartVoice Agenda

Tuesday, January 28, 2014
10:00am
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Opening Keynote - From Dumb Calling to Smart Voice
SVM-01
Martin Geddes
Co-Founder and Executive Director
Hypervoice Consortium
Telephony is endoflife. A new valueadded voice ecosystem is emerging. This involves a paradigm shift in how we view voice: it is a rich information resource, with a distinct information structure. The combination of these new capabilities enables a new form of hypermedia, namely Hypervoice. This process is potentially as significant as the emergence of the Web in the 1990s or social media in the 2010s. Join industry expert Martin Geddes for some fresh thinking about where voice services are heading.
11:00am
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Call Recording/Call Archiving
SVM-02
Paul Friedman
Global Director, SmartTAP
AudioCodes
Khris Kendrick
Director of Business Development
CounterPath
Howard Lee
Chief Executive Officer
Spoken Communications
Call recording is a common practice in contact centers and any field with regulatory compliance issues, such as the financial, health care, and legal industries. It also the first step in collecting data for use in valueadded applications such as Hypervoice and voice analytics. A discussion of the issues around call recording will include: What will it take for call recording to move out of niche markets and into mainstream business use? What are the social and regulatory hurdles inhibiting call recording? How are call recording companies preparing to move beyond recording and into more sophisticated uses of the collected voice? Will there be open APIs? Will recording be a cloud function for most businesses? What impact will higher quality voice have on call recording?
12:00pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Voice Biometrics - "My Voice is My Passport"
SVM-03
Bachir Halimi
President & CEO
Speech Mobility
Julia Webb
Executive Vice President of Sales and Marketing
VoiceVault Inc.
Using voice as a means of security authentication has come a long way from Sneakers. The global voice recognition market is expected to grow at a compound annual rate of over 22 percent between 2012 and 2016, driven by an increased demand for voice recognition in mobile devices and by mobile banking.The New Zealand government, Australian banks and Barclays Wealth are using voice prints to cut down on fraud and improve call center response time by dramatically shortening the need for a dialogue of challenge and response questions. Turkish mobile operator Turkcell has 10 million customer voiceprints within its data base. A panel discussion will examine current use cases for voice biometrics, how to save money and increase customer satisfaction by using voice as a password, challenges in implementing a voice biometrics system, the potential for thirdparty voice authentication services in the cloud, and best practices to quickly and effectively implement a voiceprint system.
12:45pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Lunch
SVM-04
1:30pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Voice Quality - The Cornerstone for Smart Voice Services
SVM-05
HP Baumeister
Director
Fraunhofer USA
Alon Cohen
EVP/CTO
Phone.com
David Sauerhaft
Director of Product Line Management
Sonus Networks
Only now are carriers taking voice quality beyond the narrowband standard set in 1937. Mobile carriers are rolling out HD voice on cellular networks while numerous HD voice islands have been created in the broadband world. However, work remains on moving from incremental intranetwork improvements to seamless full voice calling across and between any network anywhere. Panelists will discuss the advances made on improving voice quality, what steps need to be taken to move to the next level, Legacy mindset problems, the trap of cheap phone, and why enterprises need to put HD voice on their next mobile phone policy.
2:30pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
From Speech to Text to HyperVoice
SVM-06
Jay Blazensky
Co-Founder and VP of Business Development
VoiceBase
Ane Ohm
President and Chief Operating Officer
HarQen
Speech to text has become a vital building block of applications from visual voicemail to Siristyle personal assistants. HyperVoice takes a new approach to several technologies, combining call recording and speechtotext with the power of indexing. Phone calls, conference calls, speeches, and panel sessions can be archived and searched, providing quick and historical reference material for sales, contact center operations, and any other type of voicebased communication once relegated to careful notetaking and fallible human memory.HyperVoice panelists will demonstrate the technology, discuss real world examples on how it is delivering value in companies today, and discuss ways HyperVoice can be effectively incorporated into daily business processes for better efficiencies and more effective operations.
3:30pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Voice Analytics -Mining Call Center Traffic for Competitive Intelligence and Business Improvement
SVM-07
Todd Carothers
Executive Vice President, Marketing and Products
CounterPath
Jorge Cruz
Innovations Product Manager
Aspect
Tara Griffin
Consulting Engineer
Avaya
Frank Ohlhorst (Moderator)
Senior Technology Editor
eWeek
Large call centers have been recording customer interactions for years everyones heard your call may be monitored or recorded for quality purposes. Voice analytics enables corporations to process through the vast volume of daily voice calls into actionable data, screening for key words and phrases, spotting competitive marketing offers, and even being able to identify emotional tone in calls.A number of firms are moving into voice analytics, with call recording companies moving to add more value while established ventures are taking dedicated solutions and translating them into cloudbased offerings. Panelists will discuss the rapidly changing landscape of voice analytics models, look at how big/small a customer has to be to benefit from the technology, and new trends in voice analytics such as emotional analysis.
4:30pm
Tuesday - 01/28/14
SMART VOICE CONFERENCE
Closing Remarks - Smart Voice, UC, and WebRTC - How Do They all Fit Together?
SVM-08
Alon Cohen
EVP/CTO
Phone.com
Ujjval Karihaloo
Chief Technology Officer
Simple Signal, Inc.
Doug Mohney (Moderator)
Editor-in-Chief
HD Voice News
Ane Ohm
President and Chief Operating Officer
HarQen

Keynote Speaker

Martin Geddes

Martin Geddes is a consultant on future telecoms business models and technologies. He is co-founder and Executive Director of the Hypervoice Consortium, a new industry association for value-added voice services. He also works with a team of applied mathematicians, helping them to bring the latest advances in network performance engineering to market. Martin co-runs popular public workshops on the future of voice, broadband and OTT service strategy, and is a frequent conference speaker. His former roles include senior technical and executive positions at BT, Telco 2.0, Sprint and Oracle. Martin is a named inventor on 9 granted patents, and is currently writing a book on the future of distributed computing, called The Internet is Just a Prototype.


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