Make Virtual Agents Feel Right at Home

Amy Wolf
Senior Solutions Engineer, IEX Corporation, a NICE Systems company

Amy Wolf is a Senior Solutions Engineer for IEX, a division of NICE Systems Inc. She began her workforce career at Pacific Bell, now part of AT&T, in 1979 and became an IEX customer in 1989 when she participated in the selection and design of IEX’s very first workforce management deployment.

After implementing TotalView, Amy managed the statewide workforce management support team at Pacific Bell until joining IEX in 1996. Since then, Amy trained IEX users for 10 years and is now supporting IEX sales efforts for the TotalView Workforce Management and IEX Performance Manager products.

Brendan B. Read - Moderator
Senior Contributing Editor - Customer Interaction Solutions, TMCnet

Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, staffing/training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other industry publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. His first article on teleservices, ’TeleSell’, appeared in Electrical Wholesaling in 1992.

Read has been on the inside of teleservices, having provided corporate communications for a midsized teleservices agency and having worked the phones for election campaigns including setting up a successful home-based get out the vote program for a city council candidate.

Read is an author and co-author of several books: Designing the Best Call Center for Your Business, Home Workplace, and, with Joseph Fleischer, The Complete Guide to Customer Support. He is also a contributor to Computer Telephony Encyclopedia, authored by IP Telephony editor Richard ’Zippy’ Grigonis. He has spoken and has been a panelist at conferences including ACCE, Call Center Demo, the DMA, ICCM, and ICMI Knowledge Exchange.