Gary E. Barnett

Gary E. Barnett's picture
About: 
Gary is recognized worldwide as an authority on contact center and unified communications technologies and solutions. 
With a proven track record for delivering outstanding leadership and stakeholder value throughout his 30-year career, Gary has been recognized by the contact center industry with a Lifetime Achievement Award. Prior to joining Semafone, Gary was senior vice president and general manager of Engagement Solutions at Avaya, where he helped take the company public and produce over $1.2B in revenue for the contact center solutions annually. Before this, he worked for Aspect Software in multiple senior leadership roles, having served as both chief executive officer and chief technology officer as the company (formerly Aspect Communications) merged with Concerto Software. Gary is also regarded as a pioneer of contact center technologies such as automatic call distribution (ACD), computer-telephony integration (CTI), workforce optimization (WFO), and the integration of contact centers and enterprises through unified communications. Gary received his Bachelor’s of Science degree from Western Kentucky University. 

From this author

Aug 24, 2019    0
Once upon a time, call centers only needed to support one channel: the telephone. Fast forward to today and customers have many more channels to engage with an organization, from phone to email, websites, web chat, social media platforms, SMS and more. Call centers and customer service representatives (CSRs) within an organization are often expected to support all these engagement...