Herschel Cain Email Address
@convergys.com
Director, Global Telecoms
Provides outsourced, integrated, and customer care.
Lead a team of professionals responsible for the Global Contact Center and administrative voice infrastructure, supporting more than 150 customer contact service and data centers in 31 countries and 125,000 employees worldwide. This infrastructure serve's more than half of the Fortune 50 companies and 10 of the Top 25 Consumer Goods and Services companies. Responsibilities include Design, Engineering, Installation and Support of a Voice Network comprised of multi-vendor platforms (Avaya/Nortel, Cisco HCS, Cisco UCCE,) supporting over 121,000 endpoints including SIP, VoIP and TDM end points. Full contact service functionality/integration, including CTI, Analytics, Call Quality Recording, Call Logging (NICE, Verint), IVR/VRU (Avaya Voice Portal, Cisco IP IVR,). Outbound platforms (Avaya AACS, KMS, Ontario Systems, Siemens Enterprise Communications, Inc.). Advanced call routing features/functionality and tools such as Cisco ICM & Genisys. Carrier and supplier contract negotiations. Specialties: •VoIP/SIP •Off Shoring •Out Sourcing •Contact Center •Contract Negotiations •Vendor Management
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