In my 35 plus years at a major Canadian telecommunications company, I progressed from non-management call center agent, supervisor and clerical roles to operational, analytical, strategic planning and IT management roles, making significant contributions as the Sr. IT Business Solutions Architect (BSA) for contact center (CC) solutions for many of those years. I'm known for my Customer focus, teamwork, work ethic, commitment to quality and breadth of CC business and IT competencies.

 

My focus is at the vision, roadmap, requirements, specifications, analysis and solutions level – bridging business needs and processes to the technology that serves those. My contact center experience and insight goes beyond inbound and outbound routing solutions to also include the workforce optimization portfolio and contact center outsourcing.

 

I established CGP Consulting (CGPCO) to share my knowledge, experience and skills:

    • Looking for a contact center business planner - I can help
    • Looking for a contact center IT strategy and roadmap - I can help
    • Need to select a contact center technology - I can help
    • Need to determine and document business and/or system requirements - I can help
    • Need to deliver a consistent Customer and contact center experience across contact center providers - I can help

Making sense of Contact Center solutions » 

 

In my most recent engagements as a contractor I have successfully completed assignments to:

    • Author and execute a RFP and integrate and implement a Cloud-hosted solution for transcription of Agent-handled calls while the call is in progress, with real-time redaction of personally identifiable information (PII) and data within the scope of the PCI DSS
    • Design a voice integration solution for introduction of a Cloud-hosted AI-powered Conversational Virtual Assistant (VA) integrated with a legacy (AIX) Waterfield Tech Blueworx IVR and Cisco© Unified ICME solution
    • Assess organizational and network readiness and build advocacy for migration to Contact Center as a Service (CCaaS)
    • Author and execute an RFP for CCaaS, leading an IT, CC Operations and Procurement cross-functional team to gather requirements, evaluate vendor responses and prepare a multi-year implementation plan
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