Contact Center Platform Sharpen Hires Chief Data Scientist

In the US, cloud contact center platform Sharpen Technologies has appointed Ric Kosiba as Chief Data Scientist, tasked with developing data-driven initiatives which will enable agents to enhance the customer experience and optimize performance.

Through Sharpen's platform, agents can move between calls, texts, webchats, e-mails, social media and video, all in real-time and in a single interaction. Kosiba (pictured) is the co-founder of contact center software and mathematical modeling business Bay Bridge Technologies, where he served as President for more than a decade. The firm was acquired in 2012 by telecoms software developer Interactive Intelligence and is now owned by contact center solutions business Genesys, where Kosiba most recently served as VP, Workforce Systems, responsible for the operations research and modeling group which developed mathematical models of queuing systems, simulation models, artificial intelligence/machine learning, and mathematical optimization systems.

In his new role, Kosiba will report directly to Sharpen's CEO Bill Gildea, who comments: 'Ric has always been several steps ahead of the competition, building complex models that solve inefficiencies in contact center operations worldwide. His products bring immediate and long-lasting results and our customers will see his impact at Sharpen as early as the first half of 2020.'

Web site: www.sharpencx.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.