John Stepp, President of Free Tech Consultants, is in Austin, TX for the ITEXPO West conference. He caught up with hoot.me, the winner of last year’s StartupCamp, started by students from the University of Texas at Austin. If you have an interesting product or industry tip to share during the conference, you may reach John via Twitter @FreeTechConsult.

Entrepreneurial spirit and innovation will be on display at StartupCamp 4 tonight at the ITEXPO show in Austin, Texas.  There is nothing more fun to me than checking out new and innovative tech products, especially those in the communications space. I thought it would be interesting to follow up with Michael Koetting of hoot.me, the winner of StartupCamp 3 seven months ago, to see the progress that hoot.me has made since their win.

Born and developed at UT Austin, hoot.me is currently rolling out at five universities.  The hoot.me application allows students to use Facebook in “study” mode.  So a student that is stumped by a biology question can seek out other students who are also in study mode to get help by clicking on a person logged into the biology study group or checking archives on biology to see if their issues has been addressed.  If the issues a student is having with a particular subject cannot be easily solved, then they can hit a tutor button to access the tutor marketplace.  There they can view the tutors Facebook picture, their bio, their craft score rating and the cost per time frame to choose the tutor that is best for them.  They also may see a designation like the “House of Tutors” at the University of Texas that would lend credibility to the tutor.  The monetization for hoot.me comes from taking a cut from the student-to-tutor transactions.  Koetting said that they were currently working to ensure that the five universities where they are rolling out (including schools like UT Austin and Ohio State) attracted the tutors they needed to secure positive cash flow before expanding at the beginning of 2012.

Some of the value-added features of hoot.me for students are 8-party video embedded in Facebook, smart chat, and screen sharing. Professors can also communicate with students using hoot.me. Koetting and the hoot.me crew have been busy working with DreamIt Ventures, a startup incubator that provided additional seed capital, office space, and mentoring in New York City along with 13 other startups this summer. Following the Bill Gates model they are leaving school early to work full-time on growing and promoting hoot.me.

Koetting and his team have stayed consistent with the message that was delivered to potential investors attending StartupCamp3 and has methodically laid the groundwork for a successful company. Hoot.me has demonstrated that they were a deserving winner. It will be great to see a new set of entrepreneurs pitch their concepts at StartupCamp4.

John Stepp, president of Free Tech Consultants, continues his coverage of InfoComm 2011 Orlando. Check here for Day 1 coverage.

I had a chance to sit down and chat with Mark Noble, Director of Product Marketing at Vidyo, about the impact of VidyoPanorama and the HP-Polycom announcement. There has been thorough coverage from last week’s announcement of the VidyoPanorama product from CNBC and many tech blogs such as this one. The real breakthrough for Vidyo is not only about the product itself, but the fact that it rounds out the product line so well. The VidyoPanorama joins the VidyoRoom, VidyoDesktop and the soon to be released VidyoMobile to span the entire range of video conferencing experiences. VidyoMobile is nearing general release on the Apple App Store and an Android release will follow soon after. This means that Vidyo will be particularly difficult to compete with given their intrinsic price advantage. No longer will competitors be able to sell against Vidyo on scalability.

I asked Mark about the HP-Polycom alliance impact on Vidyo. He mentioned that HP was only one partner of many and the VidyoPanorama announcement takes the sting out of the eventual severing of ties with HP. I believe the sale of HP’s video assets to Polycom will be one of many consolidations in the market. Larger players will need to cut costs to be more price competitive, while smaller players will become either niche video marketers or fade into the sunset since their price advantage from being small nimble companies simply no longer exists. It will be interesting to see the changes in the market over the next year as video conference companies adjust to the changing competitive landscape. It is entirely possible that lower prices will bring about a surge in revenues that will benefit everyone in the enterprise video space in the short term.

http://www.youtube.com/watch?v=5oy1Lo8J09Q

Coverage of InfoComm 2011 Orlando is brought to you by John Stepp, president of Free Tech Consultants.

The huge AV spectacular InfoComm 2011 in Orlando opened its trade show floor Wednesday to tens of thousands of visitors catching the latest in digital signage, projection technology, video conferencing and all things AV. Everywhere you look there is some eye popping visual technology. Cisco, HP, LifeSize, and Polycom have great showcases of their enterprise video collaboration technologies and the videoconferencing section is just a fraction of the trade show floor.

Randy Lemke, executive director and CEO of InfoComm International must be very proud of the growth of the shows that span the globe now. But today at his press conference he was proud of the green initiative announcement with InfoComm’s involvement in the Sustainable Technology Environments Program. The STEP program has been created by manufacturers, designers, integrators, programmers and the users of technology to guide project and building owners to implement practices that will produce economic benefits to their organizations while preserving the planet. In other words, green with an ROI. More information about the program can be found at thestepfoundation.org.

The most unusual, visually stimulating thing I saw today was at the projection design booth. Put together by projection design and software house 7thSense was a six-projector 3D image on a concave quarter globe. The image was perfectly reproduced using warping and blending technology. Outside the quarter globe, it looked concave, but when you walked in it looked flat. As you can see from the video, it is capable of very realistic 3D without glasses. But it is not just for entertainment purposes. They are using this identical technology at Brooks Army Medical center to help returning soldiers with inner ear injuries to retrain themselves to regain mobility. They hang the soldiers from a harness to a treadmill facing the quarter globe. The images show trails with obstacles that are 3D and realistic. Javier Delgado, Visual Simulation Specialist, said they have found many ways to use this technology. This is a powerful example of how something that looks to be an entertaining innovative “showcase” of video technology can provide so much more. Helping our wounded veterans to walk again provides an infinite ROI and makes you feel good about being involved in the evolution of communicative and collaborative technologies.

My next report from InfoComm 2011 will include interviews and thoughts on the changes in the video space at HP and Vidyo. I will also be going in depth with Cisco on their Callway offering, their big push to video in the cloud.

John Stepp, president of Free Tech Consultants, shares his analysis of Vidyo’s latest product announcement — VidyoPanorama.

The video on their web site looks a lot like a Hollywood Squares game, but Vidyo is sending shock waves throughout the videoconferencing world with this stunning announcement.  Think Vidyo was set back by the Polycom–HP alliance which severed ties between Vidyo and HP?  In a word, no.  Telepresence VARs will be clamoring to get on board now.  It will be interesting to see how Cisco/Tandberg and Polycom react to this gate crashing move next week at InfoComm 2011 in Orlando.  I have already reported on this blog how Vidyo’s unique VidyoRouter Cloud Edition touts a five to ten times reduction on WAN bandwidth compared to dedicated connections and by allocating bandwidth when and where you need it, you can proliferate video to many more users in your organization or group. VidyoPanorama sets the ROI bar even higher.

Now, Vidyo can tout the same immersive room telepresence as their larger rivals. As Young-Sae Song, VP of Product and Channel Marketing, explains, “At the end of the day, the quality of the interaction is not determined by the furniture or lighting but the immersive quality of the video itself. The video needs to be VGA quality or better for the face of each participant with real time voice and video synchronization whether the person is participating from a high end room system or an iPad 2. Vidyo delivers on these requirements with the best quality video and makes video conferencing universally available with its Adaptive Video Layering technology, which makes it possible to do video conferencing with a simple Internet connection. And the best part of the Vidyo solution is that we provide all this for about 10% of the cost of the other solutions in the market today.”

Next week at InfoComm, I will do an in depth analysis on Vidyo and the reactions to the VidyoPanorama announcement. And of course, I will be asking the tough questions about potential Hollywood Squares patent infringement.

John Stepp, president of Free Tech Consultants, on Cisco’s recent restructuring announcement.

Cisco has always been an innovator. From networking to VOIP to telepresence, Cisco has always led the way with new technologies they continued to develop to meet the changing needs of the enterprise. The acquisition of TANDBERG last year and the announcement this year that Cisco would be video enabling all their enterprise end points are current examples of bold moves that clearly demonstrated leadership. That is why the Flip announcement is so puzzling. Why?

Sure, one can argue that the purchase of Pure Digital was a mistake to begin with. I disagree, but the point is moot. The deal was done. The costs were sunk. So why just quit? Is the R&D engine for this product so broken that there was no possible path to success? If that is the case then Cisco should be commended for ending the product. Better to do that than to sell it, spin it off or joint venture it when there is no possible path to success. But it is hard for me to believe that the Flip could not have been innovated and marketed effectively in some way shape or form. There are so many different directions this technology could have gone. Wi-Fi enablement, incorporation into an enterprise end point, 4G/LTE connectivity, better HD video features and many other innovations could have given the Flip and its’ market segment fresh legs and bolster the Cisco brand image. Killing Flip hurts the Cisco image, especially with the video-centric Flip user community.

The notion that smartphone cameras make candy bar cameras like the Flip obsolete is laughable to me, although it seems to be a theme in each article I read about the Flip’s demise. The best candy bar cameras are far superior to cell phone cameras and there is no reason that the Flip could not evolve to stay ahead of the pack. I recently bought the JVC Picsio waterproof candy bar camera, but probably would have bought the Flip had it been innovated properly. No phone or iPod nano can do what the JVC Picsio can. Flip is still the market leader, with unmatched name recognition and could have continued successfully.

So why are they just shutting Flip down? Why abandon their employees and their customers? Could they not have spun the company off to get their low margins off of their balance sheet? Could they not have done a joint venture with an established camera company like Canon or Kodak? If this is just part of a “bold” move to show that Cisco is serious about changing the company’s focus and influence investors, it seems to me there was a better way to do it. Some day we will know what has happened behind the scenes at Cisco and Pure Digital. Maybe it will make sense at that time. Today it seems like a terrible waste of talent and intellectual property.

The good news for Cisco is that the rest of their video story is very positive. The Cisco TANDBERG product line is already providing synergy that is attracting an ever growing number of customers. The video revolution in the enterprise continues to be led by Cisco. Margins that have eroded in their networking product line will soon be bolstered as the video revolution begins to explode during the next decade. Their stock is a good long term play in my opinion, but then again, I thought the Flip was, too.

Today’s guest post is from John Stepp, president of Free Tech Consultants, and his insight into the other aspect of the AT&T/T-Mobile deal: customer service.

Everything I read about the AT&T acquisition of T-Mobile discusses market share, spectrum, overlap, consumers and anti-trust. I want to talk about something different: How AT&T can leverage the most important competitive differentiator that they are acquiring.

First, a little background…

I bought an unlocked Google G1 at launch two years ago from T-Mobile to learn the operating system I thought would be the most important for business over time. Satisfied with AT&T, I nonetheless had to leave to get the first true Google phone. Leaving AT&T proved to be difficult and time consuming. Every conversation with AT&T turned into a sales pitch to get me to stay, but provided little help. It took a lot of time in coordination with T-Mobile to move my land line and cell service to T-Mobile. The experience was upsetting.

When I bought my $540 unlocked Nexus One last January, I thought, ”Great! Now I have a superphone and can continuously comparison shop between T-Mobile and AT&T to get the best rates.” Instead, AT&T along with the other carriers, refused to pick up the Nexus One and there went my leverage to lower rates. Much to my surprise, every time I have called T-Mobile to check on lower rates, they seemed to fawn all over themselves to lower my bill. Instead of a sales pitch to spend more, they alerted me to potentially unauthorized charges from a spammer and credited my bill. My lower charges have completely paid for the phone, and I am not locked into any plan. I now have unlimited voice, domestic long-distance, data, and more text messaging than I can possibly use on an Android Gingerbread smartphone, plus a VOIP land line for under $100 a month (including junk fees and taxes). Thank you, T-Mobile (and Google)!

That brings us to the real point of the article. T-Mobile “gets” the Thank You Economy, the new book by Gary Vaynerchuk. The Thank You Economy discusses how social media is transforming the economy in many ways, but especially when it comes to customer service. When I toured the Tampa contact center of T-Mobile last summer, the culture of true customer service was evident everywhere. Well-paid high tenured professionals that were happy and motivated to delight their customers are the norm there. I quickly understood that my positive experience was not unique. It was a logical outcome of proper vision and execution on the part of T-Mobile. They obviously bought into the philosophy that customer service drives sales and maintains customers. Now will AT&T adopt this philosophy?

My recommendations for the new AT&T-Mobile are:

• Give T-Mobile complete control of AT&T Wireless’ customer service.
• Do not lay anyone off that is involved with customer service.
• Announce to the world what you are doing and why.

This is not a knock on AT&T as much as it is a praise of T-Mobile. The AT&T Wireless people I have worked with and have met at the Wireless Technolgy Forum in Atlanta are true professionals that work hard to create the very best company that they can. My wife still uses her AT&T phone and we have had few issues with the network. If she wanted an iPhone, I would get it from AT&T.

But let’s face it. AT&T and T-Mobile both have good phones. One has less coverage and lower prices while one has more coverage at a higher price. They both have 4G capabilities. There are not too many big differences outside of their size. But like it or not, AT&T has at least a customer service perception problem that adopting the T-Mobile philosophy of customer service will solve. And by promoting the merger with the bullet points above, they have another reason to get the merger approved by the regulators. If they do this right, everyone will benefit.

John Stepp, president of Free Tech Consultants, brings us a plateful of Radish goodness from Enterprise Connect 2011.

At their Enterprise Connect booth I spoke with Theresa M. Szczurek, CEO of Radish Systems about their ChoiceView 2.0 product designed for smartphones and mobile devices.  They were an Innovation Showcase winner at Enterprise Connect this week and Theresa was understandably beaming about their acceptance at the show.  The big picture for what they do is the visualization of the contact center.  The interactive screens they push to mobile smart devices enhance the interaction between companies and their mobile callers and improve the ROI of the contact center.

The video revolution is underway and we have now entered an era in which visual interaction will be optimized on all fronts. Radish is taking their product mainstream by making it an overlay to a company’s existing contact center and/or IVR, allowing pictures to be shared between contact center agents and mobile smart device users.  As Theresa explained it, the key value of ChoiceView is its ability to deliver real time visual content to your mobile device instantaneously when it’s needed.  Using the technology with IVRs can save time for the caller and is especially beneficial for use with technicians.  IVRs can become visual IVRs and the screen pops can appear on the mobile device instead of an agent’s desktop.  Saving time for everyone in the contact center and improving customer satisfaction are the drivers for change in a contact center, so the ChoiceView software should garner a lot of interest.

The image above is an example of how the interaction between a live agent and customer can be enhanced by Radish’s ChoiceView 2.0.  A customer with the ChoiceView software accessed via app site has selected the prompt to contact a live agent after not finding the gift they want to send for a birthday present.  The customer has been connected with an agent and after discussing what they want in a birthday gift, the agent has an idea.  But instead of discussing the idea, the agent has seamlessly pushed a picture of that gift with a description and options to buy it now or e-mail it for future consideration.  This type of interaction has many possible permutations suitable for a wide variety of interactions.  Buying anything becomes easier and up selling becomes easier, too. Telemedicine to mobile devices can be streamlined along with many other functions.

One of the benefits touted by Radish systems is that 10 to 15 seconds can be cut from the average talk time due to the agent screen design.  The agent screen shown below includes scripting, call history, drag and drop text messages pushed to callers and automatic dropped call recovery.  These features are possible because of the voice/data connectivity software that works with companies existing communications infrastructure.  No extra hardware is needed.

ChoiceView 2.0 is currently available on the iPhone and iPad.  By the end of March the company plans to release a version for Android. This will take its potential user audience to near saturation point and give them the ability to sell the product much more effectively.  I expect Radish will find that many are willing to trial the product.

This Enterprise Connect article is by John Stepp, president of Free Tech Consultants, on NEC’s unified communications and collaboration software announcement and demonstration at the show.

NEC is positioning itself for the consumerization of the enterprise with their new UC&C software slated for release later this year. The influx of smartphones and tablets is just beginning and IT managers are trying to come to grips with the ramifications of the new connected workforce. NEC seeks to simplify the integration of these devices by delivering a software architecture that creates a common interface across all platforms. Androids, iPhones and Blackberrys are supported on the smartphone side. Windows, Mac and Android are supported on the PC/laptop/tablet side. The use of Rich Internet Architecture (RIA) Flash technology should be appealing to IT professionals. Security features such as HTTPS signaling that have gained the acceptance of IT managers will allow future device to integrate to this architecture as well.

I spoke with Todd Landry, Senior VP of Product Management for NEC Sphere Communications, last week to get an in-depth analysis of today’s press release. He explained that even though NEC will be introducing proprietary NEC tablets now currently available in Japan to the US market, NEC feels that users deserve a choice between proprietary and non-proprietary devices. With UC&C, users will have a common login with HTTPS on a variety of devices. Establishing or revoking credentials on the enterprise system are the same for all user devices making things simple for IT managers. They can react to potential security breaches with lost or stolen equipment as well as employees that abruptly leave the company. So the IT manager does not have to take extra steps to handle these types of emergencies. No longer will IT managers need to worry about dealing with every single device. The simplicity of deployment and management of this architecture make it a natural fit for IT managers that need to mange everything the company delivers to its users.

One might question the use of Flash/AIR technology on Apple products, but because of the streamlined architecture of UC&C, transition to HTML5 in the future will be simple to develop. This streamlined architecture also lends itself well to cloud and data center applications. In fact, the NEC booth will be running in a cloud environment. The show floor will have a typical office running Sphericall in the cloud from the NEC data center with UC&C software. In this typical branch office environment a user with Windows on the desktop, a phone, a WiFi-enabled device, and a cell phone running fixed-mobile convergence (FMC) will move calls between devices depending on their need. They will be running UC&C on the iPhone to demonstrate the common user interface that will be utilized across these platforms when the UC&C software is released later this year. NEC tablets and call center applications will also be on display at the booth. A cohesive architecture is NEC’s goal and they have the resources within their different divisions to continue to bring innovative communications technologies to the enterprise market.

The good news for existing NEC customers is that they will be able to keep their existing desktop phones and use UC&C. The UC&C tools easily extend into the end user environment, whether they want to migrate to a virtual or hybrid cloud environment. The appeal to the IT manager and the new workforce of NEC’s products takes a quantum leap with the introduction of the new UC&C architecture. People want choices and NEC is delivering.

I will be interviewing and filming at the NEC booth for a follow up article later this week so those not at the show can have a firsthand look at the new software architecture in action.

John Stepp, president of Free Tech Consultants, continues the coverage of ITEXPO held in Miami Beach earlier this month.

While covering StartupCamp 3 at ITEXPO in Miami, I also had an opportunity to interview some established companies.  I sat down with snom COO Michael Storella to learn more about the snom phones and the snomONE (announcement covered here previously), an SMB IP phone system that was just released in October 2010.

Once we discussed their upcoming M9 DECT phone with color display and the snom 300 being the only standards based phone qualified by Microsoft on Lync, we started discussing the snomONE.  The snomONE consists of three different offerings:

• snomONE Free for up to 10 extensions downloadable from the snom website for free
• snomONE Yellow for up to 20 extensions at $895
• snomONE Blue for up to 150 extensions at $1495

Since the smallest offering is basically freeware, it is very similar to open source.  The only caveat is that you have to use snom devices on it.  The phones are not the flashiest out there, but given the low cost and high reliability of their devices, the snomONE is a really good deal.  While you are forced into the proprietary desktop devices, you also get a secure software stream that is supported by snom, so you do not have to worry about the topsy-turvy world of open source software updates.  If you choose to change systems in the future, you can reuse the phones since they are standards based SIP compatible.  So, to me, it really does occupy a middle ground between open source and a fully proprietary phone system.

Storella stressed the reliability and security of the system and the fact that it could operate on Microsoft, Linux, or Mac OS X. The ability to deploy on Macs makes it a real fit for small Mac shops.  But the thing that struck me most was the feature set.  Snom is changing the dynamic by providing a host of PBX features such as unified messaging, cell phone integration, IVR, call center and call recording in the snomONE product line. Given the complexity of the feature set, I would use a VAR to help with initial setup of the system.  Not that the system is not intuitive, it’s plug and play.  The system can do so much that you will want to take advantage of all that it has to offer and learn the settings changes that you would want to utilize on an ongoing basis.  It is best to get front end training from a VAR no matter which system you want to use.  I highly recommend checking out snomONE if you are a small business that requires secure complex call handling features and have experienced sticker shock with other systems.

This is a guest post from seasoned contact center technologist and independent consultant Tony Tillyer. He offers an inspiring and provocative view of the future in customer interaction, with technologies we all are familiar with today. You may also read his other guest post about VOIP here.

Curious how a Service Provider has to deal with a multitude of customer wants and needs, through their Interaction Channels. Identifying them and providing for them seems a never-ending process of evaluation and re-evaluation. Recently I took stock of the general industry trends for interactions between customers and their contact centres and where that may lead in the future of interaction management – come take a trip with me, into the future of interactions…

Unified Communications (UC) is basically the means and ability for a customer to use whatever means they deem appropriate to contact their Service Provider — and to be responded to in a way that suits them. The absolute lengths a Service Provider will go to is primarily based on which channels they want to deploy — or can afford. Voice, for sure, but then there is Multimedia, Social Channels, Retail Channels, Smartphone Apps and…. Where does it end? Well, again, that is in the hands of the customer — or is it? A recent survey has suggested that the smartphone will pretty much be the communication channel of choice by 2015 — I wonder how many Service Providers have a roadmap that points in that direction, rather than fanning-out their Service Offerings across a plethora of other Channels? Sure, right now it’s nice to offer the Customer a choice — as long as it can be effectively managed from a central platform. Unfortunately, that is very rarely the case, as these Channels have evolved through different business entities especially in the mobile communications world. SMS was always a Channel in its own right, giving a telco the means to keep the customer informed. But then it’s supplemented by Web Chat, email, FAX(?) and other “electronic” means of connecting with the customer, through a central platform called “Multimedia.” The absolute indepedence of these Channels not only requires orchestration at a technical level to bring them together as “Multimedia” — the business also needs to accomodate these fundamental changes, too. Even the Voice Channel has its origins in Networks and national telco providers. The legacy telephony equipments (Switch, PBX, ACD, etc.) have been around an awful lot longer than the boys and girls in IT who brought us VoIP and SIP as a replacement, and the telephony providers have pretty much always been at odds with the new breed in IT.

Then there is the question of choice. Another Survey suggests that ”Generation Y” are just not interested in hanging around to talk to someone about their problem. And, if/when they eventually do get through to an ”expert,” they want to be able to discuss the finer details of the issue and not be palmed off with a standard response like “I’ll look into that for you and get back to you…” For the up and coming generation, it’s about proactivity, staying informed, and being fed. The sheer amount of information available under FAQs, self-service areas and the Internet in general leads customers to look at possible solutions before they contact anyone for help — and that means no more “general enquiries.”  It means having real experts on hand to deal with complex issues, not the “meet and greet” kind who are happy to pass your issue to the “back office.”  Hence the need for proactivity — the need to resolve issues as they happen and informing the customer of the result — not constant iterations of the problem.

So where does this lead? The knowledge that pretty much everything service-related will be served through a smartphone and that the customer base will only make contact when it is absolutely necessary means a new approach. It also means being best informed about the issues which exist and not only taking note of them but doing something about them — being proactive. Today’s contact centres are awash with information, to the point where many are actually drowning in it. But today it’s all just
“information.” Converting “information” into real-time, proactive measures is a natural next step for customer services. If you know what the problems are through effective and succinct knowledge management, and you know how it occurs or how likely it is to occur, then you have the means to be proactive and address the problem without the customer even being involved. It means
using the centralized information being fed in by your customer service representatives (“Agents”) and actually doing something with it, other than working out how to respond to the customer. Beyond that, providing the customer with a notification that there was an issue — and that it has been resolved — completes the circle of next generation customer services.

Taking a couple of “future” examples, then:

A bank customer has the bank’s app on their smartphone. Business preferences have been pre-set for the customer and an overdue bill payment needs to be made, but there are insufficient funds in the account to cover the amount. The bank determines the customer’s ability to pay through their account history and credit status and grants a short-term overdraft to meet their needs. An information message is sent to the customer’s smartphone app, to inform them of the “issue,” the “resolution” and a “recommendation.” In the back office, updates are made to the account, as appropriate.

A retail store customer has the store’s app on their smartphone. Through knowledge management and trends, business rules have been applied to determine the best possible time for that customer to be offered a “Special Offer,” specific and exclusive to them. The information is fed to the customer’s app and provides them not only with the offer details, but allows them the ability to reserve the item and provides them with directions to their nearest store.

I know some of this sounds pretty far-fetched but it does highlight how technology convergence, customer preference, business acumen, knowledge management and business and technical rules could be applied in a pro-active customer services environment. Using the real-time information available to anticipate the needs and requirements of a customer and keeping them
informed. It’s a long way from the plethora of systems, processes, technologies and techniques within an Enterprise today but with the right long-term strategy in place, it is not beyond the realms of possibility.

As a utopian view of the future of customer service then: CTI, CRM, business, technology and knowledge management merged into single channel which serves the customer and the business without the need for interaction, through the implementation of effective proaction.

How to get there is a journey that needs a lot of planning — convergence, actions, rules, terms, management, technology, architecture, process, infrastructure…

Where does your roadmap lead…?

Tony Tillyer has 25+ years’ experience in the IT and Telecommunications industry and 10+ years’ experience with Contact Centres with Genesys Products/Solutions. Currently working as an Independent Genesys Consultant.  Previous employments included banking, retail, automotive and mobile telecommunications as well as Service Integration, IT Networks, Enterprise Databases and military static and mobile communications.