Donald Sutton

Background

About Donald Sutton

Over 20 years of experience in telecommunications, computer and management systems with expertise in technology, networking, and customer service centers and Systems / Solutions /telework / Interactive Voice Response (IVR) Speech Recognition / Natural Language /AI/ telecommuting architecture and implementation. I have recently been focused on contact center consulting / systems/ solutions and teleworker (WFH) projects specializing in complex multi-location routing and voice response applications. Recognized leader in contact centers and have co-founded two successful voice response service companies in the 90's ( Now Referred to As Called Cloud Computing). Accounting and auditing background allows the ability to quickly pinpoint root causes to issues confronting organizations with complex operations. Specialties- Management and Technology Consulting - Project Management - Contact Center Consulting - Interactive Voice Response (IVR) Speech Recognition / Nuance Natural Language /AI - System Architecture - Solutions Architecture - Teleworker (WFH) Consulting - Omnichannle Road Map, Design and Development - CX and digital strategies- Virtual Assistant (chat bots) with Artificial Intelligence (AI)- Technology (ACD, IVR, IPIVR,CVP, CTI, WEB, Speech Recognition )- Technology Road Map, Design and Development - VoIP Interoperability Testing (Nortel, Cisco, Avaya and Interactive Intelligence)- AT & T Route It! and TMD to IP Flex Migration, ERSC - Avaya Onex Agent and Onex communicator - Cisco UCCE / CVP ICM Call Routing - Cisco Reporting on CUIC and Aceyus - Cisco CTI /os and Finesse - Cisco Outbound Dialing - Load Testing Systems - Business Case Analysis with ROI - Architecture of Networking (VoIP, SIP,h323, PBX. MPLS,T1, ISDN, TCP/IP)- SIP technologies (Acme Packets, Avaya Aura Session Manager and Cisco Session Border Controller - Relational Databases / Data Warehouse SQL, DTS, SSIS - Data Scientist / Big Data Solutions Web Dial Interactive is ISO 9001:2015 Certified