Exchange is always a great opportunity to catch up with colleagues, share and learn about some things from the past year, and celebrate our accomplishments.
This year, I was humbled to win the Presidio Contact Center Presales Innovation Award for FY24. This award was given for helping drive new technologies for my customers to help them solve business challenges. Some of those cool things were leveraging existing recordings to find topics that agents speak to customers about but are not addressed in the IVR. Working with the team to develop insights on their topic analysis and a game plan for addressing those issues. Building a natural language virtual agent to help increase IVR containment and performance, as well as provide detailed metrics on interactions.
Presales Innovation Architect Award FY24.