Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, announced that industry veteran Ric Kosiba has been named chief data scientist. 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.
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“Ric has always been several steps ahead of the competition, building complex models that solve inefficiencies in contact center operations worldwide,” said Gildea. “His products bring immediate and long-lasting results and our customers will see his impact at Sharpen as early as the first half of 2020.”
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).
“As an entrepreneur at heart, I’m thrilled to join the team at Sharpen and am excited to further enhance our agent-first focus,” said Kosiba. “I’ve already begun working with the product team to develop simple-to-use but powerful performance features that will deliver significant ROI through agent self-management using our Insights reporting and analytics capabilities.”
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