Best Practices, Future State of Technology in the Contact Centre: Breakout 2
Mayur Anadkat - Director of Product Marketing, Five9
  Mayur Anadkat is the Director of Product Marketing at Five9. He has 15+ years of experience in the contact center industry, working in a variety of strategic marketing roles. Prior to Five9, Mayur has worked at Genesys, Avaya, Hyperion, and Visa. Mayur has a MBA from Santa Clara University
Tim Passios - VP, Solutions Marketing, Interactive Intelligence Inc.
  After joining Interactive Intelligence in 1998, Tim has helped build the brand awareness and success of Interactive through his roles as a Technical Sales Consultant and Manager, Director of Solutions Marketing, as well as in his current role as the VP of Solutions Marketing.
With over 20 years of contact center and business communications experience, he has seen the vast changes in the technology that has swept through the industry. This experience has proven valuable as he helps evangelize the newest solutions that Interactive has to offer.
Prior to joining Interactive, Tim worked for Marketing Resources Plus (MRP), a provider of media buying software for the advertising industry. Tim spent more than 7 years with MRP working as a contact center agent, field service representative, and the manager of the inbound contact center.

Mark Stanley - Senior Principal Business Consultant, Genesys

Mark 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 and customer journeys are enabled by technology, 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.

His areas of expertise include:

  • Strategies that deliver an effective Customer Experience and support the company’s brand.
  • “Needs analyses” and customer experience audits based on the business challenges within specific industries.
  • Implementation of integrated solutions that manage the customer experience.
  • Designing effective systems that reduce costs, increase revenue and control headcount.

Prior to joining Genesys, Mark held several call center operations and sales management positions with Crestview Consulting Group, Wolfe & Associates, ERS (a leading third party healthcare services provider), Lufthansa German Airlines and Korean Air. He holds a Bachelor of Arts degree in History from Loyola Marymount University, and has been certified in Customer Experience Management (CEM) by G-CEM, a Project Management Professional (PMP) by the Project Management Institute and as a Call Center Auditor by Purdue University.

Matthew Leppanen - Director of Product Management, Unified Communications and Collaboration at Rogers Enterprise Business Unit

Matthew Leppanen is currently the Director of Product Management for Unified Communications and Collaboration at Rogers Enterprise Business Unit.  With over 16 years in the telecommunications industry, Matthew has held senior Marketing and Product Management positions in both the B2C and B2B markets across voice, data, and mobile technologies & has traveled the U.S., Europe & Canada while on assignment.  Matthew holds a Bachelor degree from the University of Toronto and is a member of the Metro Ethernet Forum where he is certified as a Carrier Ethernet Certified Professional.

Gilles Beaulac - Co-Founder, eMetrix Systems

Gilles Beaulac possesses 20 years of contact center management experience including many years of workforce management and business process improvement.

He successfully implemented workforce management operations in 14 contact centers for companies like TD Insurance, Hydro Quebec and Bell Mobility.

He is recognized for delivering solutions that optimize operations, enhance customer service and promote a positive working environment for the employees.

He is co-founder of eMetrix Systems LLC in Orlando, Florida the creators of The Reporting Engine, a simplified Business Intelligence solution that helps contact centers get the reports and insight they need.

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