Robert Killory

Client required dynamic routing of patient and medical staff calls to meet ever-changing needs. Over 1,400 inbound numbers with daily changes required advanced routing and tracking. Solution included table driven IVRs using client input and specific data collection requirements

Technologies: VoiceXML IVRs, AWS Aurora DB, AngularJS

Client required special lead handling based upon real-time activities. When leads which are not utilized by Agents within minutes they are removed and placed in inventory for automated auction-style sales. Positive control to maintain lead integrity and contract compliance was critical.

As part of PCI certification, designed and implemented complete operating policies and procedures compliant with standards for ISO, PCI and HIPAA. Covers Amazon Web Services environment, physical offices, multi-factor authentication, payment processing and record-keeping, and portable technology. Using this investment, company was able to successfully complete ISO-style audit from Fortune 500 company in one week.

Starting from zero (no policies or practices in place) to successful Certification of PCI Service Provider Level 2. Audited current status (people, process and product) and created Action Plan to achieve PCI compliance. Created all policies and procedures, designed and delivered employee training, and implemented process and product changes.

Client required specialized IVR control to manage client and customer processing. Trained Operations staff on how to design and document voice call flows, convert business requirements to technical requirements, and work with IT to implement and test IVRs. Developed custom IVR to handle specialized banking requirement for leaving messages, leading to client approval for major expansion.

Technology track session on how to select and leverage multichannel contact center solutions to support enhanced customer engagement while remaining flexible to changes in technology, business requirements, consumer demand, and industry regulations.

The objective of the Client’s System Management Middleware (“Bridge”) is to improve Lead Management and Agent tracking to accomplish the business goals of Client beyond the core functionality of the 3CLogic system (3C).

Technologies: RESTful Web Services Architecture using NodeJS 6.2, AWS Aurora (MySQL 5.6), Apache 2.2, SugarCRM 6.5

Microfiche-based archival process was in place and cost $20,000 monthly, with 4 - 6 weeks processing and manual lookup of any archived accounts. By replacing with an automated system of data transfer and Web UI, saved $20,000 monthly and 15 person-hours of labor, and eliminated 6 week data delay.

After 12+ months of flat licensed users (2.7% increase), we implemented a complete overhaul of the Sales process, resulting in 51% increase in licensed users in 7 months.

Client requirements were so unique that no platform could achieve them out of the box. Designed a middleware application that met or exceeded the Client SLA for the first time in the history of the client.

The middleware application (‘Bridge’) was designed to interface between their CRM and 3CLogic, allowing the implementation of complex and dynamic business rules and contractual SLAs (such as 60% lead contact within 120 seconds). Bridge met stringent security and finite data… Show more

Client requirements were so unique that no platform could achieve them out of the box. Designed a middleware application that met or exceeded the Client SLA for the first time in the history of the client.

The middleware application (‘Bridge’) was designed to interface between their CRM and 3CLogic, allowing the implementation of complex and dynamic business rules and contractual SLAs (such as 60% lead contact within 120 seconds). Bridge met stringent security and finite data collections requirements, allowing dynamic dashboards and reports per changing client needs.

Technologies: RESTful Web Services Architecture using the following:
• Version 1 – Microsoft .Net 4.6 (C#), Microsoft SQL Server 2014 SP2, IIS 8.5.
• Version 2 – LAMP stack. NodeJS 6.2, AWS Aurora (MySQL 5.6), Apache 2.2
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Working closely with the CTO and the architecture team, mapped the migration of 3CLogic platform to micro-services architecture on Amazon Web Services (AWS). Data architecture overhaul to meet reporting needs while maintaining production performance.

Presentation and business layers refactored to CCC model, which is Customers that have one or more Contact Centers running Campaigns. By redesigning the product to a Business Operations perspective, it will become much more user… Show more

Working closely with the CTO and the architecture team, mapped the migration of 3CLogic platform to micro-services architecture on Amazon Web Services (AWS). Data architecture overhaul to meet reporting needs while maintaining production performance.

Presentation and business layers refactored to CCC model, which is Customers that have one or more Contact Centers running Campaigns. By redesigning the product to a Business Operations perspective, it will become much more user friendly.

Technologies:
• Dashboards - Kubernetes, AWS Kinesis, Redis, Kairos DB
• Security – AWS Virtual Private Cloud, AWS Aurora (MySQL 5.6), Single Sign On using SaML, multi-factor token based authentication for infrastructure
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Through the efforts of the Customer Advocacy Team, 2 years of erratic churn (ranging from -0.5% to 11.3%), where negative churn is good and positive is bad, was corrected. In last 6 months of program, churn was a consistent -0.2% to -2.1%.

Voice quality was ongoing problem for clients, and used as major negative point by competitors. Through root cause analysis and vendor management, transitioned to better vendors and negotiated improved rates. Voice complaints dropped by 95% and saved $25,000 monthly (40% loss to 21% profit on usage).