Contact Center Solutions Featured Article

January 08, 2008

Echopass Appoints New Chief Technology Advisor

By Tracey E. Schelmetic

Hosted contact center solutions provider Echopass Corporation announced the appointment of Brian Galvin as Chief Technology Advisor (CTA). In his new role, Galvin will be advising the senior management team on architecture and technology strategy for improving customer service for the Fortune 500 enterprise customer segment. Additionally, Galvin will manage the company’s intellectual property portfolio.
As the former chief technology officer (CTO) of Genesys Telecommunications Laboratories, an Alcatel-Lucent (News - Alert) company, Galvin brings a wealth of firsthand knowledge and expertise surrounding hosted call center solutions for Fortune 500 companies, according to the company. He is currently a partner and patent agent at Central Coast Patent Agency.
 
“The appointment of Brian Galvin as chief technology advisor is a strategic move by Echopass to help further accelerate their growth rate, which is already outpacing the hosted contact center industry,” said Ashwin Iyer, industry manager for Frost & Sullivan’s Contact Center and CRM practice. “By combining the talents of a deeply respected technology luminary who understands the enterprise customer like Galvin, with Echopass’ own existing expertise in the hosted call center space, the company is poised to remain a leading hosted call center provider both focused on and capable of fully serving large enterprise customer needs.”
 
Galvin brings over 20 years experience to his new advisory role at Echopass. As CTO at Genesys, Galvin was responsible for guiding their product strategy from 2004 through 2007, during which time the company significantly outgrew the market.
 
“I’m delighted to join the Echopass team,” said Galvin. “They have been innovators in the hosted contact center space since 2000 and have the opportunity to further enhance their market leadership position in 2008. In addition to providing a truly unique on-demand contact center solution for serving the enterprise, Echopass has developed a number of technology components that not only provide a real competitive advantage, but will also result in patents that further help differentiate and add value to the company.”
 
“We already are serving many of the Fortune 500, especially those distributed enterprises with multiple contact centers like Apple, Kodak, American Express (News - Alert) and Public Storage, helping them improve their customer service and contributing to their top and bottom line,” said Vin Deschamps, CEO of Echopass. “Echopass delivers solutions with leading partners, including RightNow Technologies, Genesys, Verizon (News - Alert), and Sprint. Brian understands the demands of large enterprise customers worldwide which will help us continue to shape our technology decisions and solutions focus, and extend our leadership position in the hosted contact center marketplace.”
 
Previously, Galvin was a global technology strategy consultant, with a client list that included NTT and Softbank (News - Alert) in Japan, Telstra in Australia, several Canadian companies, and many of the largest financial services, telecommunications, and high technology companies in the U.S. During an earlier tenure at Genesys, he served as operations director from 1995 to 1999 during the company’s growth from $2M to $100M in revenue and a successful IPO. Galvin initially joined Genesys from AMD (News - Alert) and after spending 13 years as a nuclear engineer in the United States Navy.  
 
Beyond his technology expertise, Galvin is also the holder of numerous issued and pending patents in the United States and several other countries, and has been a registered U.S. Patent Agent since 2002. Galvin holds a Masters Degree in Physics from the Naval Postgraduate School in Monterey, California, and a Bachelors Degree in Biochemistry from Harvard University. Widely known as an industry spokesperson, Galvin has also published articles in the Proceedings of the U.S. Naval Institute and Physics Review Letters, a leading scientific journal.
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
 
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