Michael Conti

Call Center / Unified Communications Professional: Assisting companies change the way they communicate


Since 1990 Michael has held many different roles ranging from Technical Support, Engineering, Sales Engineering and Sales Management all focused on business applications and services relating to Call / Contact Centers. He has worked for several leading companies such as Rockwell (now Aspect Software) and Verizon Call Center Services. Michael is well versed in the following technologies: CTI (Computer Telephony Integration), IVR (Interactive Voice Response), ACD (Automatic Call Distribution), Outbound Dialing, Workforce Management, Unified Messaging, CRM Integration, Telephony Architecture and SIP communications

At JP Morgan Chase, Michael was a Vice President on the “Call Center of Excellence” team. This team was chartered to provide best practice assistance and subject matter expertise to the many lines of business at JPMC. Michael managed Business Analysts and Application Developers responsible for JPMC’s retail Interactive Voice Response systems and Genesys Intelligent Call Routing solution. During this time JPMC had over 10,000 Agents and processed tens of millions of calls.

Michael Conti is currently responsible for growing the Contact Center / Unified Business Communication client base for Interactive Intelligence in the New York and New Jersey markets. In this role Michael focuses on identifying and implementing advanced Call / Contact Center technologies to meet business challenges, increase employee productivity and improve the customer experience.

Specialties

✔Call Center
✔Contact Center
✔Unified Communication
✔Unified Messaging
✔Call Center Technology
✔Call Center Applications
✔Speech Recognition / Self Service
✔Blended Contact Center / Call Center
✔CRM Integration
✔Professional Service Scoping and Sales
✔Telephony Architecture, Voip, SIP
✔Interactive Intelligence Customer Interaction Center
✔Consultative Selling / Sales
✔Social Selling / Sales
✔Social Media
✔LinkedIn, twitter, InsideView
✔Customer Service / Relationship / Experience

Michael Conti's Background

Michael Conti's Experience

Account Manager and Call Center / Unified Communications Sales at Interactive Intelligence

January 2012

Territory Manager: Call / Contact Center and Unified Communication Sales at Interactive Intelligence

January 2007 - January 2012

• Responsible for developing new direct business in New York, New Jersey. • Provide strategic and proactive sales support to Value Added Resellers. • Focusing on advanced applications for Interactive Intelligence’s “All in One” Contact Center and Unified Communications Software Solutions. • Create business and technology plans for clients which include hardware, software, and full lifecycle services with a focus on Return on Investment and Total Cost of Ownership. • Accountable for all facets of pre and post sales cycle including qualification, acquisition and customer satisfaction. • 2009, retired 100% of annual quota ($1.5M) in July, exceeded annual quota by 75% and added 14 new business clients to territory. • 2010, retired 100% of annual quota ($1.75M) in June. • 2011, exceeded annual quota targets of $2.5M by over 240%. • Presidents Club 2009, 2010, 2011 Voice over IP, VoIP, Call Center, Contact Center, PBX, Business Phone System, SIP, IVR, ACD, UC, Unified Communications, Blended, WFM, Workforce Managment, Quality Monitoring

V.P. Business Development: Call Center Applications Sales at eLoyalty

May 2005 - December 2006

• Responsible for developing new business in New York, New Jersey and Southern Connecticut. • Established beachhead for flagship product with three fortune 10 companies in first year. • Focused solutions around Cisco’s IPCC product line, Speech Recognition design and implementation as well as eLoyalty’s Behavioral/Speech Analytics service. • Awarded Rookie of the year for outstanding achievement in first year of service. • Exceeded quota in 2006 by June by 25%

Regional Sales Manager / Individual Contributor: Advanced Call Center Applications Sales at Verizon Business

December 2001 - May 2005

• Responsible for managing five District Sales Managers throughout the Northeast. • Focused exclusively on Verizon’s Top Tier Strategic accounts. • Create solutions with Verizon’s key technologies partners including Cisco, Genesys Labs, Edify, Witness, Rockwell / Aspect, Nortel, Nuance, etc. • Maintained account management responsibilities for two Fortune 100 Companies. • Created and implemented processes for RFP’s, sales execution, customer satisfaction and performance management. • Exceeded 2004 yearly objective of $3 Million by 166%. • Achieved over $17.5 Million in regional sales revenue. • 2004 Masters Club Winner for outstanding performance.

Vice President, Call Center, Center of Excellence Team at JP Morgan Chase

September 2000 - September 2001

• Responsible for promoting the Chase “Call Center Vision” to all lines of businesses. • Act as technical Call Center subject matter expert for the National Consumer Services (NCS) division. • Provide integration services for all Call Center related technologies. • Perform management for Call Center projects with internal and external resources. • Manage development and support personnel for all responsible technologies.

Senior Sales Account Executive: Call Center / Contact Center Technology Sales at Rockwell Firstpoint Contact

January 2000 - September 2000

• Manage selected installed base accounts in the North East Region. • Responsible for developing new business in New York area. • Responsible for bringing in first new customers to region in over two years. • Achieved 75% of yearly quota objective in first 6 months. • Supported and sold to many different vertical markets, such as Financial, Medical, Utilities, Retail Sales and Educational Institutions.

Sales Support/Engineering Manager: Call Center / Contact Center Technology Sales Support at Rockwell Electronic Commerce

November 1994 - January 2000

• Manage sales engineering team and sales support resources. • Provide the highest level of technical support to the regional sales force. • Create and modify regional processes, procedures and support tools. • Support Regional Director with forecasts, quota attainment and margin analysis. • Create and assist regional teams with strategic business plans. • Develop aggressive strategies to achieve high levels of customer satisfaction. • Monitor and manage all Requests for Proposal activities. • 1997 Winners Circle Award for Outstanding Team Performance.

Technical Support Specialist (Call Center Technology) at Rockwell Electronic Commerce

October 1993 - December 1994

Field Service Technician (Call Center Technology) at Rockwell Electronic Commerce

February 1990 - October 1993

Richo Technician at TDI

1989 - 1990