Genesys Blog Authors
Ashley Furness is a CRM Analyst for Software Advice. She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 2012, she worked in sales management and advertising. She earned her journalism degree from the University of Texas.
Bill Grabner is currently National Sales Director, US Public Sector, at Genesys, where he has held numerous roles since joining the company in 2004. Prior to joining Genesys, Grabner was employed by Aspect, Siemens and Fiserv, giving him over 20 years in the Contact Center/Telecommunications industry specializing in the technical sales of complex solutions to Enterprise and Government customers, both in the US and worldwide.
Grabner is a graduate of Oregon State University and makes his home in the Sacramento, California area.
Bradley J. Baumunk is a contact center subject matter expert specializing in workload distribution, workforce optimization, performance management and leadership development. Baumunk is focused on continuing innovation and thought leadership to solve the challenges faced by contact centers and back office operations.
As Sr. Principal Business Consultant at Genesys, Brendan has over 25 years of experience in the customer services environment and is an expert in the selection, deployment and use of customer contact management technology. He now delivers business consultancy in both pre-sales and post deployment opportunities. He came to Genesys in 2007 after several years with Orange UK, now EE. A graduate of the University of the West of England, Brendan lives in Bristol where he is also a husband, dad, guitarist and bad golfer!
Dudley Larus, Senior Product Marketing Manager, is a seasoned veteran in areas of customer interaction and unified communications. He leads product marketing for the Intelligent Workload Distribution solution that continues to set a new standard for optimizing service delivery to achieve business benefits. He is also responsible for core business application areas including Genesys Outbound Voice and Proactive Communications. Previously, he had key marketing roles at contact center pioneers Melita International and Amcat as well as enterprise software companies Lanier Worldwide, Atraxis/SwissAir and Verifone.
Eric Entzeroth is Senior Vice President of North America Sales & Field Operations at Genesys. He joined the company in 2002, serving as Regional Vice President of the Americas Communications vertical business before his promotion to SVP of Americas Field Operations in 2004. Prior to joining Genesys, Eric spent 20 years as a sales leader with Sprint, Unisys, Informix and ICG providing enterprise software and consulting solutions to the communications, financial services, retail, manufacturing and government sectors. He received his Bachelor’s of Science in accounting and his MBA from Avila University in 1981 and 1987, respectively
Eric Tamblyn, Vice President Global Innovations at Genesys, is on the cutting edge of bringing new customer service technology to the contact center in the Genesys mission to rid the world of bad customer service. His previous experiences as Product Marketing Vice President and as Global Sr. Sales Engineering Director for Genesys give him a strong foundation to drive the development of new, ground-breaking applications for Genesys products.
Ethan Francis is currently Global Director of Mobility at Genesys, where he has held numerous roles since joining the company in 2006. Ethan has a diverse background in mobility, solution sales, professional services and sales/product strategy in the customer care, telecommunications and technology industries. He also has a proven track record in innovation, professional services, sales and implementation of successful enterprise solutions. A graduate of Texax A&M University, he lives in the Dallas/Fort Worth area.
Heidi Parcell has been in the call center industry for 13 years, spending nearly half of those years working in the call center and the other half at Genesys working to help companies realize the full potential of their call center. Because of her experience in the call center, she has a deep passion for improving both the customer experience and the call center agent experience. Heidi is currently working with the Inside Sales team at Genesys helping to support customers and prospects and was awarded the 2011 Outstanding Performance Award for Inside Sales.
Ian Jacobs is responsible for crafting the vision and messaging for Genesys’ social products and solutions. He explores the intersection of service, marketing and sales in the social arena and helps define the direction for future solutions. Ian speaks regularly to customers, prospects, partners, press, and analysts about best practices in social customer care and trends in social media.
Janelle has over 12 years of experience in mapping business strategy to the appropriate contact center solutions. She is a subject matter expert in Genesys solutions from both a business and technology perspective and currently manages the North American Business Consulting organization for the Genesys.
Janelle has been with Genesys since 2003 and prior to her current senior management position, she provided technical and consultative sales support as a Lead Solutions Engineer for strategic accounts in in the United States. Prior to joining Genesys, Janelle worked for Cap Gemini Ernst & Young for three years as a business analyst, systems integrator, project lead, and routing and CTI developer. She holds a Bachelor of Arts degree in Mathematics and Computer Science from Illinois Wesleyan University.
Jeff Woodland is a passionate advocate for using performance management to improve customer service. He started with the business intelligence pioneer, Business Objects, as an analyst drinking the local Kool-Aid. He later escaped to work directly with customers in all industries and sizes in solving their analytical problems.
His current interests include Social Media analytics, Big Data, mobile decision-making, and visually compelling dashboards (seriously, why are so many dashboards so ugly?)
Prior to working in software, Jeff was a Legislative Advisor to a U.S. Congressman, taught English in Barcelona, and became a champion of the Oxford comma. Jeff earned his MBA from the Thunderbird School of Global Management and his bachelor's degree from Washington and Lee University.
As Strategic Business Director in North American Sales at Genesys, Jim works with account teams to develop sales strategies, product messaging and solution proposals to help Genesys customers and prospects migrate from legacy hardware-based systems to Genesys SIP. He has been with Genesys since 2007 and was previously employed by Lucent, where one of his first jobs was to write technical Articles in industry trade publications and documentation to support field sales. Jim is a graduate of the University of Massachusetts, Amherst with a degree in professional writing. He lives in the San Diego area.
A passionate advocate for ‘Saving The World From Bad Customer Service’, Keith leads the Solution Marketing transformation of Genesys which will make the company more customer and solution driven. He brings over fifteen years Customer Service experience to the role, five of which include international experience. When not advocating the power of Customer Service, Keith enjoys running, surfing and biking. He holds degrees from the University of Florida and Georgetown University.
Kentis Gopalla has been at Genesys for 10 years starting in Singapore as a Senior Consultant for Genesys APAC. He then moved to ALU as a Principal Consultant for global projects and was relocated to the UK. Kentis then joined the Product Management team in 2006 for mid-market solutions.
In the last two years, he has been working full time on the SaaS strategy and initiatives for the company. He is now part of the newly formed cloud business unit responsible for Global SaaS Strategy and Product Management. Prior to Genesys, Kentis worked at Compaq and HP as a CRM consultant. He holds a degree in Biomedical Engineering.
Lawrence is a Senior Principal Business Consultant with Genesys. He has 15+ years of experience in customer care working with clients to understand business challenges to deliver actionable recommendations. Leveraging deep business and technical experience, he is experienced in customer care solutions including multichannel strategies, routing strategies, workload distribution, workforce optimization, quality management, social media and end-to-end reporting/analytics strategies. His significant practical depth is based on years of hands-on experience in the design, deployment, analysis and financial business assessment of customer care systems. He holds a Ph.D. in Systems Design Engineering (University of Waterloo).
Livio Pugliese is a Product Manager at Genesys focusing on IP-based Customer Service both within the Contact Center and within the broader Enterprise. At Genesys, Livio is responsible for the integration with Microsoft Lync.
Livio has been in telecommunications for 20 years and has had roles in Engineering, Program and Product Management. He joined Genesys in 2010.
Lizanne's passion is collaborating with clients to create exceptional customer experiences across channels (e.g., online, mobile, automated telephone, email, chat, text, fax, contact center, front and back offices, etc.) that achieve demonstrable business value. She leverages her considerable expertise in user experience design and usability research, while evangelizing the benefits to the broader enterprise and marketplace. With over 15 years consulting experience, she has received 4 speech recognition industry awards, has authored over 35 publications, presents regularly at industry conferences, has served as an Editorial Advisor for Speech Technology Magazine, and is a co-founding board member of the Association for Voice Interaction Design. She holds a Ph.D. in Linguistics from Yale University. Outside of work, you'll find Lizanne competing with her German Shepherd Dogs in American Kennel Club (AKC) Obedience.
Mark is a Senior Principal Business Consultant with Genesys. He has over 15 years of Customer Experience consulting and project management with a focus on the relationship and interdependence between business goals, contact center operations and technology. Particularly skilled in understanding how business objectives are enabled by contact center technologies, including: interaction routing and CTI systems, inbound/outbound voice and mobile applications, customer self-service, fax/e-mail/chat/co-browse/SMS/MMS, social media, knowledge management, workload distribution, workforce optimization systems, quality management and cradle-to-grave reporting methodologies.
Max has been in the self service, customer care and contact center world for over twenty years working at a variety of companies including Edify, IBM and now Genesys. Max has been at Genesys for over seven years and serves as the company’s Director of Solutions Marketing responsible for their “Innovations” product lines. Max’s background includes expertise on web based banking applications and natural language text interpretation software, he is a graduate of Stanford University.
Michael McBrien, General Manager of the Genesys Connect Business Unit, is responsible for developing and bringing to market new cloud delivery models for Genesys contact center and customer service solutions. Prior to his current role, Mike served as leader of enterprise sales for Alcatel-Lucent’s Asia Pacific Region, with overall responsibility for enterprise customer activities, including sales, channel management, delivery and customer satisfaction. He also directed Alcatel-Lucent’s Global Partner & Channel Strategy efforts. Returning to Genesys is a homecoming for Mike, since he originally joined the company in March of 2003 as sales director for the Genesys Voice Platform (GVP) team, and went on to build the Genesys voice self-service business in the Americas and contributed to this key strategic area worldwide. Mike’s experience spans contact centers and CRM, voice XML and speech applications, web services and SMS communications. Before to joining Genesys, Mike held sales and management roles at companies including Tuvox, Edify and Intervoice.
Monica Hovsepian is a subject matter expert and advocate for driving customer experience and transformational projects in financial services organizations. As the Director, Industry Solutions for Retail, Banking and Insurance, Monica brings over sixteen years of international experience to this role. When not advocating the power and importance of the voice of the customer, and creating solutions to meet these needs for customers, Monica enjoys baking, reading, and traveling the world.
Paul joined Genesys in 2002 as Chief Technology Officer, with responsibility for Product Management and Engineering. In 2004, he became Chief Operating Officer with responsibility for Sales, Service and Support. He became CEO and President in 2007.
Before joining Genesys, Paul was Vice President and General Manager of Alcatel's Wireline Access business unit. While at Alcatel, he held the position of Vice President and General Manager of the Advanced Products Division for DSC. Prior to joining Alcatel, he held senior positions at Bell Labs and Lucent (then AT&T Network Systems) in strategy, business development and operations support systems development.
Paul holds a Bachelor's degree in Mathematics and a Master's degree in Operations Research from Stanford University.
Pete Wermter is currently Vice President of Communications and Content for Genesys. In this role, Pete is member of the Genesys Marketing management team, looking after Company Messaging and Branding, Press & Analyst Relations, Social Media Programs, Corporate Events and Customer Marketing.
Prior to this, Pete served as Vice President of Market Development for Alcatel-Lucent’s Enterprise Market Group, which included Genesys. Pete has also served as Director of Field Marketing for Genesys in the Asia Pacific region, looking after field marketing, customer marketing, thought leadership and research, events and partner marketing. Pete has also held a range of roles in the Genesys Corporate marketing department.
Pete brings 20 years for marketing and communications experience to his current role and has a strong background in international business, having held position in Europe, Asia Pacific and the US.
Pete holds a Bachelor of Arts degree in Marketing and Communications from the University of Connecticut (USA).
Randy Brasche is currently the director of marketing and media at Genesys, driving all public relations, social media and branding efforts. Previously, he was the director of product marketing at Genesys responsible for increasing adoption of Genesys market-leading customer experience applications. Prior to Genesys, he was a founding member and director of product marketing at Active Reasoning and held marketing and product strategy positions at Cable and Wireless, Exodus, Oracle, Informix and Liberate Technologies. Mr. Brasche is the author of the popular IT Compliance for Dummies, Dynamic Contact Center for Dummies, and Dynamic Customer Engagement for Dummies books.
A focus on voice self-service in his early career led to the formation of SpeechStorm. Initially a division of Kainos, Northern Ireland's leading IT services company, SpeechStorm is now a successful independent company. Joining Genesys in 2007, Richard established the intelligent customer front door (iCFD) as a fundamental philosophy for cross channel customer service. Richard now drives customer service strategies over all contact channels, including social media, voice, web and more.
With over 20 years of experience in the IT and Customer Service business, Stefan has an unusual mix of experience having served in IT, Consulting, Marketing and Business Development roles. Stefan started with Genesys in 2000 and currently Stefan focusses on the Genesys Workload Management product line. Stefan has a passion for running, cycling, loudspeaker building and enjoys public speaking and travelling the world.
As a Principal Business Consultant, Stuart has more than 20 years of experience in telecommunications and contact center best practices. With deep knowledge in performance management, intelligent call routing, and IVR, Stuart has worn many hats in leadership roles supporting both the business and IT. His passion is in working with business and IT to translate business visions, strategies, and plans into executable roadmaps.
Getting the word out on the company that is leading the way in transforming customer service, Ted has 20 years of experience in all areas of hi-tech marketing: company positioning, messaging, PR/AR, marketing communications, product marketing, and alliance/channel marketing in both large companies and start-ups. When not helping his team market the most powerful multichannel customer service platform in the industry, Ted’s multichannel pursuits include being a dad, chef, runner, windsurfer, and skier.
Tom Eggemeier is Executive Vice President of Global Sales for Genesys and is focused on creating a best-in-class customer experience. Prior to this role, Tom led Alcatel-Lucent Enterprise Global Sales organization with an annual revenue responsibility of approximately $2 Billion.
Tom is a frequent speaker, author, and advocate of the power of social media in making customers promoters of brands and about the interplay between a company's interactions with its customers and its market investments.
Tom holds a Juris Doctor degree from the University of Chicago Law School and a Bachelor of Arts degree from the University of Dayton.
West is Global Marketing Director Cloud Connect at Genesys and has expertise in SaaS and hosted contact center solutions. He has been with Genesys since 2003 and has held several positions in Channel and Field Marketing, Prior to coming to Genesys, he also employed in marketing and supply chain roles with BEA and Apple.
A graduate of Michigan State University with a B.S. in physiolog, he also earned an MBA in Marketing/Supply Chain Management, from The Eli Broad Graduate School of Management at Michigan State. West makes his home in the Napa Valley, where he enjoys cycling and spending time with his family.