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Lee Sankey's Presentation at Emerging Communication Conference & Awards 2009 Europe

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Lee Sankey's Presentation at Emerging Communication Conference & Awards 2009 Europe

  1. 2. Caller ID to Caller Context eComm Amsterdam 30 th October 2009 Lee Sankey Managing Director Voxygen.co.uk
  2. 3. Multiple channels and ways to communicate with each other and companies Voice remains a vital part of the mix We increasingly use Voice in interactions with companies when another channel fails.
  3. 4. Caller ID hasn’t evolved to deal with these drivers <ul><li>BUT: </li></ul><ul><li>Experiences can poor </li></ul><ul><li>Everyone’s time is expensive </li></ul><ul><li>Expensive to deliver effective phone operations </li></ul>
  4. 5. One opportunity: to make voice interactions more intelligent and to create better experiences by improving context <ul><li>Caller ID about ‘who’ </li></ul><ul><li>Combined with DB look-ups can add some intelligence to contacts </li></ul><ul><li>Still underutilised </li></ul>
  5. 6. By expanding the data set Next Generation Caller ID provides the context of how, what and why. Not just “who” <ul><li>The demo was a web scenario, but:- </li></ul><ul><li>Could work with anything connected to the internet </li></ul><ul><li>Could push lots of data types, not just web form data </li></ul><ul><li>Improve routing and automation </li></ul><ul><li>Enhance intelligence engines </li></ul>
  6. 7. How it works? Associates data with a unique phone number. Phone number is used as the web session id. (sorry we’ve patented this one ) But a voice industry search for other possibilities and applications will reveal opportunities for new services business models and better user experiences.
  7. 8. Lee Sankey Managing Director Voxygen.co.uk

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