Contact Center Solutions Featured Article

Echopass Appoints New Chief Technology Advisor

January 08, 2008

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.
 
Mark your calendars! Internet Telephony Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!