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Brian Galvin, Ex-Genesys CTO, Appointed As NewVoiceMedia's Chief Science Officer

By Calvin Azuri
TMCnet Contributor

Brian Galvin has been appointed as NewVoiceMedia's (News - Alert) Chief Science Officer (CSO). The company is gearing up to deliver the latest in cloud-based services to large enterprises and Galvin's extensive experience will help in steering the company's goals and strategies in the contact center technology market. In his role as CSO Galvin will be heading the company's newly established research arm of NewVoiceMedia, NVM Labs, and will additionally help in shaping the company's business in the Americas and help in driving its intellectual property/patent portfolio.

In a release, Jonathan Gale, NewVoiceMedia CEO, said that “I am delighted to welcome Brian to the NewVoiceMedia team. Existing on-premise contact center vendors are simply slugging it out on feature wars and attending to the needs of their very largest customers. Other hosted vendors are also falling into the same trap, trying to replicate the existing suite of applications within a data center, rather than trying to use the inherent advantages of the cloud to drive innovation in a market that has seen no fundamental change in approach for decades. Our focus at NewVoiceMedia is simple; we want to give all companies, regardless of size or budget, the chance to give the best possible levels of customer service.”

Before his appointment at NewVoiceMedia, Galvin served as CTO at Genesys (News - Alert) and Nuance Communications. During his tenure as CEO at Aria (a Canadian system integrator) Galvin was instrumental in driving the growth and development of the company within the large contact center market. Having spent an impressive decade and a half in the global contact center industry, Galvin has made a reputation for himself as an inventor and leader in the market with credits to US and international patents.

Brian Galvin said that “All of the leading technology vendors since the late 1980s have focused on solving contact center operational challenges by providing technology to enforce a command-and-control management style, typically driven by one or two key metrics. This has not worked, and in fact has made the situation worse. The range of technologies being delivered today has served to make the life of the contact centre agent very Hobbesian—nasty, brutish, and short (high turnover). The results are evident, even including large-scale industrial actions (at the UK Department of Works and Pensions) over the issue of draconian work rules enforced by technology. I am very excited to join the NewVoiceMedia team to focus on some of the technology and scientific challenges in realizing this vision, and to help drive a wave of disruptive, easy to use yet powerful, cloud-based capabilities that will lead a transformation in the way forward-thinking contact centers are run.”

For further information NewVoiceMedia, please visit http://www.newvoicemedia.com.