Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, has announced that industry veteran Ric Kosiba has been named chief data scientist, the company said.
In this position, Kosiba will develop data-driven initiatives to empower agents to optimize performance and enhance the customer experience. In this C-level position, he will report directly to Sharpen´s CEO Bill Gildea.
Kosiba co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry´s first “what if” decisions engine, a complex set of algorithms designed to forecast proper staffing levels.
Based on individual customer requirements, Decisions saved mid-market and Fortune 500 companies millions of dollars annually by achieving optimal operating levels. After being acquired in 2012 by Interactive Intelligence, now Genesys, Kosiba continued overseeing all aspects of the Decisions product from development to sales and marketing to professional services. Kosiba received a Ph.D. in operations research from Purdue University in 1991, where he also earned a BSCE (1984) and MSCE (1986).
Sharpen Technologies is the world´s first, truly agent-focused contact center platform built in the cloud for the cloud. The omnichannel platform lets users seamlessly transition between calls, texts, webchats, emails, social media, video, etc. all in real-time and in a single interaction.