Speech Technology Innovation to Support Contact Center Operations: Innovative Approaches Join ECG principal Jennifer Gingrass as she presents on technology innovation to support contact center operations with copresenter Tony George, Vice President, Consumer Experience Center, AdventHealth. A contact center is a complex intersection between people, process and technology. This session focuses on the use of technology as the infrastructure to support contact center operations in the pursuit of a seamless consumer experience. In this session, learn how AdventHealth applies technology to serve up information that supports operations. Hear how they implemented a CRM integrated with the electronic health record to build a 360 degree view of the consumer, the development of a uniform provider database and search/match function to support consumer referrals and appointment scheduling and the use/management of text-based interactions with consumers.