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SmartAction Appoints New CEO

SmartAction Appoints New CEO

July 03, 2013
By Jyothi Shanbhag, TMCnet Contributor

Smart Action, a specialist in call automation providing hosted speech IVR services to medium-sized to Fortune 500-sized customer service call centers, has recently appointed Tom Lewis as its new CEO.

SmartAction is a subsidiary of Adaptive A.I. Inc. and has developed deep expertise in speech recognition technology, integrated it with the intelligence engine, and upgraded it substantially to effectively recognize phone-quality speech input in a commercial environment. This technology now powers Smart Call Agents at a growing number of customer sites.


The company has been experiencing remarkable growth in its application usage this year in retail, utilities, home services, roadside assistance, auto clubs, healthcare, as well as other industries. The company has now hired Lewis, who will be involved in accelerating the company’s growth further.

"With my background in the call center industry, I spend a lot of time trying to solve customer service issues," said Lewis. "From that process, I run into a lot of IVR systems that are not very good. SmartAction has a truly unique and compelling value proposition to help companies improve their customer-facing operations. Its artificial intelligence technology is quickly disrupting the negative perception of voice self-service."

Lewis is backed with 25 years of leadership experience in contact center operations and technology. He worked as a national leader at Deloitte (News - Alert) and was involved in helping organizations improve their customer-facing operations, particularly as it relates to contact center service, sales and support and the innovative use of technology as a competitive differentiator.

"We are excited to have recruited Tom to head up our company, and to spearhead our accelerating growth," said Peter Voss, SmartAction's founder and chairman. "Given Tom's wealth of high-level experience in contact center technology and optimization, plus his appreciation of our cutting-edge technology, he is a great fit for SmartAction and our customers."




Edited by Lacey Henry



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