Enhancing the Retailing Experience with Speech-Enabled IVR

	Donna Fluss Founder and President DMG Consulting LLC Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in contact centers and real-time analytics. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. For over 23 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the recently published book, The Real-Time Contact Center, and many leading industry reports, including the 2007 Contact Center Performance Management Report, the Speech Analytics Market Report, and the annual Quality Management/Liability Recording Product and Market Report. [Return to Description] | [View it Now]
	Darrell Knight President Message Technologies, Inc. A seasoned leader and long-time entrepreneur, Knight brings over 17 years of experience in management, operations, and leadership, with a distinguished record of year-over-year revenue increases and client base expansion. Prior to joining MTI®, Darrell successfully established, built, and sold three separate technology companies. Most recently he co-founded Arizan Corporation (Sept 2000) a wireless software start-up based in Atlanta, which was acquired by Research in Motion (NASDAQ:RIMM) in July 2002. Darrell began his career in semiconductors with Texas Instruments, where he served as Product Manager for Text-to-Speech and Speech Recognition technology. Knight then joined Rasterex where he developed their European distribution channel. In 1987 Knight established his own software and hardware distribution business (Expert Graphics) with offices in the UK and USA. In 1989, he sold the UK operation to Telemetrix Ltd, a public UK-based manufacturing company, and focused his efforts on building the US operations of Expert Graphics, Inc which was acquired in 1999 by Rasterex (International) a.s, a Norwegian software development company. [Return to Description] | [View it Now]
	Mark Del Franco Managing Editor Multichannel Merchant A MULTICHANNEL MERCHANT staffer since 1998, Mark specializes in covering all facets of operations and fulfillment. A veteran reporter, he's broken scores of stories concerning mergers and acquisitions, closures, and general news for the magazine. He was named MULTICHANNEL MERCHANT Managing Editor overseeing the Operations + Fulfillment franchise in January 2006. Del Franco is also the editor of MULTICHANNEL MERCHANT's O+F Advisor weekly e-newsletter as well as the Contact Center Advisor, a monthly e-mail newsletter. He previously covered sports, marketing, and commercial real estate for a variety of publications. [Return to Description] | [View it Now]