Mitch has over twenty five years of consulting and software development experience with a focus over the past fifteen years on all facets of eCommerce, CRM technologies and business processes. His primary specialty is in advanced user interface environments for human-centered computing and automation for CRM. Mitch is a frequent speaker, has been published in leading CRM and SI publications, holds several patents, and is generally considered a luminary in the industry.
As Chief Technology Officer for OAOT, Mitch developed advanced Internet and Contact Center Strategies and was a member of the company's acquisition team. He was previously Chief Technology Officer and founder of Interactive Response Technologies, Inc., pioneers in Internet enabling the Call Center and the developers of Call Center Application Studio, an advanced call center automation product.
Additionally, Mitch has served as a consultant to the Royal Bank of Scotland, T-Mobile, Rockwell Corporation, Aspect Communications, AT&T, IBM, Lockheed Martin Corporation, the State of California and other Government, Fortune 500 Companies and top 25 Banks.
Letty specializes in contact center solutions. She has fifteen years of experience in the call center industry, comprising both operations and technology. Letty has managed complex contact center implementation projects requiring integration of multiple technologies and multi-vendor management. Her consulting focus has been on enhancing contact center performance through business process improvements and technology. She has assisted a variety of companies in areas ranging from business needs analysis and system evaluation, technology selection and implementation, including CTI, IVR, desktop applications, workforce management, workflow management and quality monitoring software.
Several of her projects have been featured in major industry publications. She was a key player in the implementation of a fully automated customer care and sales system for American Bankers Insurance Group (ABIG), where as part of the IS team she developed intelligent desktop applications for the call center. In 1996, she joined Interactive Response Technologies, developers of DiverCTI a CTI and workflow product, Letty was instrumental in the design, testing and support of the product. Letty joined Rockwell Electronic Commerce as part of the DiverCTI acquisition. At Rockwell, she focused on mission critical call center solutions for a wide range of industries. Letty began her career as part of the first fully bilingual call center in the United States where she developed quality assurance, as well as coaching and skill improvement training programs.
Damon has extensive experience at providing discovery, design and deployment services. He has successfully lead business and technical teams responsible for project delivery, including performing technology gap analysis. He has an expert level of competency with IVR, ACD, CTI and CRM technology systems, and has designed Voice Recognition and IVR application solutions for use in high volume inbound and outbound contact centers. He has held positions as Practice Lead, Consulting Manager, and was a Product Manager for Syntellect, an IVR company.
His vast experience in Enterprise and Call Center offerings includes: Design and implementation of IVR/CTI solutions for a global operation with full lifecycle support from design through post production cutover support, including creation of the technical and functional design documentation and leading the deployment activities of the project., design of an IVR and CTI deployment strategy, lead architect and facilitator to create the strategy for integrating 14 contact centers in 7 international locations within Latin America.
He is expert at conducting needs assessment to complete Business Requirements and Functional Design Specifications for our clients, while on the technological end he designs and implements the actual solutions, taking responsibility for the entire project, including management of production testing and acceptance testing.
David has been working in the call center arena for over 20 years. He has worked with all types of call center solutions: ACD, IVR, CTI, Predictive Dialers, Custom Desktop Applications, Business Process Management, and Systems Integration Services. He has extensive experience at providing discovery, design and deployment services. He is exceptionally skilled at isolating and determining data requirements and constructing financial analysis. At OAO Technology, he was a critical player in the implementation of the CRM practice, focusing on Siebel, Genesys, and eTalk solutions, as well as consulting and implementation services.
He managed projects at the executive level, created value, and drove key partnerships with Genesys and Siebel. David was one of the original six members recruited by Aspect Communications for its Consulting and Integration group and worked extensively with Aspect accounts throughout Europe and North America. At Rockwell, he managed major accounts, successfully introducing them to the company's new line of ACDs and was responsible for the initial partnering with IRT and the introduction of DiverCTI, IRT's CTI and workflow product, which was later purchased in whole by Rockwell. During his long career with IBM/ROLM, David assisted in the initial set-up and build-out of new branch offices, set up and managed sales, sales engineering, and specialized in strategic planning and consultative selling.