ipSCAPE
John has a diverse work experience spanning over several roles and companies. Sen began their career in 2008 as a Communication Engineer at Naizak. In 2011, they worked as a Sales Consultant at MetLife before transitioning to become a Contact Centre Dialler Analyst at the same company. Sen received recognition for their consistent dialler management. From 2012 to 2016, John served as a Technical Operations Manager at MetLife, where they tracked and analyzed call flow, managed dialler performance, and facilitated meetings to improve campaign efficiency. After MetLife, they worked as a Dialler Manager at Greenstone Financial Services, where they oversaw the transition to an automated predictive dialler and implemented strategies for maximum efficiency. John then joined Freedom Insurance as a Dialler and Data Manager, focusing on dialler productivity and developing strategies to improve customer outcomes. Currently, John holds the position of IT Operations Director at ipSCAPE.
John's education history includes a Masters degree in Engineering Management from the University of Wollongong, which they obtained from 2009 to 2011. Prior to that, they completed their Bachelors degree in Electronics & Communication Engineering from Sathyabama University between 2004 and 2008. Their earlier education includes a High School Certificate in Mathematics and Computer Science from International Indian School, which they completed from 1991 to 2004. John has also obtained additional certifications, including an ITIL® 4 Foundation Certificate in IT Service Management from PeopleCert, although the date of completion is unspecified. Sen has also received a Cisco Sales Engineer certification, but no further information is provided.
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ipSCAPE
ipSCAPE is a true cloud customer experience technology solution that is feature rich, scalable and offers advanced integration capabilities. Our multi-channel solution includes: - Voice - Web Chat - Email - SMS and is full of features such as: - Dialler - Call Recording - IVR - Scripting - Wallboards and Reporting - CRM integration - Pre-built CTI Adaptor for Salesforce, ZenDesk and ServiceNow, Microsoft Dynamics 365 - Web services integration - Javascript API Official Partner of Microsoft Contact us if you would like to: Increase Sales: Outbound dialler increases your agent contact rates by only connecting a call to an agent if there is a person on the other line, removing wait times when calls transfer to voicemail or go unanswered. Improve Agent Productivity: The Agent Toolbar enables agents to manage a multichannel customer experience, whether a communication is made through Voice, WebChat, Email or SMS. Achieve a Single View of the Customer: ipSCAPE can be integrated with any CRM to provide a single-screen experience, boosting agent productivity. Be Flexible and Scalable: ipSCAPE can be accessed anywhere and ensures business continuity. Should one site be compromised, calls can be redirected to another site in minutes. A business can also scale up or down during busy periods as an agent instance can be created easy. Enable Customer Self-service: IVRs can be easily created and customised enabling customers to self-serve. IVRs can also be integrated with a web-service to create an ‘intelligent’ IVR that can feed customer information such as an account balance. ipSCAPE Pay can also be utilised to take payments in a PCI compliant manner. Achieve Compliance: Call Recordings, Quality Assurance modules and features such as ‘Play Announcement’ are all included in ipSCAPE #ContactCentre #CCaaS