Dell’s Voice Analytics Transformation; From Call Auditing to Journey Towards Predictive CSAT

November 5, 2019

Russ Riley - Dell

Russ Riley

Global Contact Center Organization, Voice Analytics, Sr. Manager Program Management

2:30 PM  -  3:15 PM
Compass Rose South

Russ Riley, Dell’s lead for Voice Analytics Program Management, will review Dell’s journey in their ever changing voice analytics ecosystem. Russ will discuss how they are using advanced techniques to go beyond the traditional data insights indicating what happened in the past to what potentially can happen in the future.

Session Category :  Executive