Kraig Paulsen Email Address

Director of Support, Cloud Services and Information Technology

eGain is #1 digital customer engagement software with complete suite for a multichannel world with apps like live chat software, email, knowledge software

From the start of my career I have been required to understand, implement and troubleshooting large complex solutions. * DOD projects implementing Radar Simulation for Flight Simulators F111, F16, B2 and others * Personalized Commerce sites as part of the very exciting DotCom period. Such companies as Walmart, Sears and Kodak implementing the first digital photo sharing site. * Contract Management use cases with Boeing, a Patent Royalties implementation that was brought back into the product as a feature. * World Wide Director of the Support, IT and Cloud Data Center. Support - Improved the Customer Sat Retention rate to 98%. - A proactive scheduled and automated Bug fixing process to sustainably improve the products quality and communication when fixes would be available in the field across all customers IT - Migrated away from email IT request and change management to, utilizing tools with that provided workflow, tracking, visibility and SLA's metrics Data Center - On-Preim Contact Center Enterprise Software making up approx. 80% of customer base and approx. 20% installed in the eGain Data Center to a fully future SaaS solution utilizing AWS 100% vs Data Center and eGain managed hardware * Cloud Architecture migrated the Notify and Conversation Services as part of an Execute Production Commit Project within 3 months for a High profile customer and achieved reducing cost in increasing customer annual recurring revenue. Provided an Architectural foundation for integrating the Services as part of the key Contact Center offering