James Gomez Email Address

Senior Vice President, Client Services

Cogito enhances the emotional intelligence of phone professionals through behavioral change software. By applying validated behavioral science through artificial intelligence and machine learning, Cogito's in-call guidance helps the world's most successful enterprises improve sales results, deliver amazing customer experiences and enhance quality of care. Backed by OpenView, Romulus Capital and Salesforce Ventures, Cogito is headquartered in Boston, MA.

Over 30 years of contact center operational and technical leadership, building amazing teams of talented people all over the world, that have delivered unparalleled business outcomes. Through the thousands of technical solutions developed and successfully implemented with the top companies in the world, I have enjoyed the good fortune of providing high quality engagements for customer experience design, global workforce management, automation and the efficient integration of computer and telephony systems across all customer contact channels. Specialties: Enterprise software services delivery and contact center technology strategy. Ensuring the business is properly armed with the correct tools and processes to provide the most efficient and effective customer experience, in line with business goals. Contact center operational and technical design, implementation and management. Contact routing, automation, workforce management, quality assurance. Global, multi-site, multi-vendor, global contact strategy and management. Workflow and desktop systems design and implementation.