Bharat Shah Named Vice President of Business Analytics & Orchestration

Share Article

Shah to head ShoreGroup’s Sextant Contact Center Business Analytics practice

ShoreGroup, Inc., a premier professional services and software solutions firm, today announced the appointment of Bharat Shah as Vice President of Business Analytics & Orchestration. Mr. Shah will lead the strategy and business practice for ShoreGroup’s Sextant™ Contact Center Business Analytics solution.

Prior to joining ShoreGroup, Mr. Shah was a senior member of the Cisco Systems management team responsible for Business Operations for Emerging Solutions and leading the global customer-facing systems integrations team for Cisco’s Contact Center Practice. As the Voice Practice delivery lead at Cisco, Mr. Shah was engaged in customer call centers for numerous Fortune 100 companies and major enterprises. Mr. Shah joined Cisco Systems in 1999 upon their acquisition of GeoTel Communications, an innovator in intelligent contact center systems and technologies at the foundation of Cisco’s Unified Contact Center Enterprise (UCCE) solution. At GeoTel, Mr. Shah was responsible for architecting the user interfaces, scripts, real-time feeds and database design. Earlier, Mr. Shah founded the network contact center solutions provider Teloquent and was employed at GTE Laboratories. He also has pending patents for contact center optimization and agent productivity using collaborative platforms and social networks in conjunction with CTI and agent work-activities.

The Sextant Contact Center Business Analytics application is an easy-to-use, web-based business intelligence (BI) solution that empowers contact center management with the actionable information they need to effectively manage critical business processes and performance. It systematically acquires contact center metrics from diverse sources across the Cisco Unified Contact Center Enterprise, including carrier networks, IP and TDM contact centers, IVR systems, databases, desktop applications, agents and other resources and stores it in its large-scale database. Unlike traditional solutions that are limited to reporting on raw data, Sextant incorporates the contact center's business processes, data access security requirements, geographical locations, role-based views, groupings and financial detail to create a rich set of metadata that is presented in powerful real-time dashboard and historical report visualizations. Sextant is a complete turnkey contact center business intelligence solution that includes management consultation, system implementation, hardware and software, and ongoing application and systems support.

About ShoreGroup, Inc.

ShoreGroup provides industry-leading management applications, maintenance services, professional services and product solutions for unified communications and contact centers, virtualized data centers and networks.

ShoreGroup develops innovative, automated management software applications on its dynamic CaseSentry® platform, which eliminates the pitfalls of traditional enterprise management software to empower IT, telecom and contact center support organizations to easily and effectively manage availability, performance and service processes within complex networked environments. The company's ShorePatrol® Remote Management Service expands upon CaseSentry to include quality maintenance and support services that clients rely upon to ensure the availability of their vital business processes. ShoreGroup's management platform and remote management services are also available globally through OEM relationships with major industry-leading manufacturers and service providers. ShoreGroup’s Sextant™ Contact Center Business Analytics solution provides the operational and business visibility that enterprise contact centers require to drive performance and efficiency.

ShoreGroup's professional service portfolio includes leading product solutions and complete consultation, design and implementation services for high-availability networks and data centers. The company's expertise in advanced network technologies including unified communications and contact centers, collaboration, data center, LAN/WAN, wireless and security produces effective solutions that enable clients to derive the maximum business advantage and value from their information technology investment. As a Cisco Gold Certified Partner with Masters and advanced specializations, ShoreGroup’s services are backed by solid industry credentials.

Additional information about ShoreGroup’s products and services can be found at http://www.shoregroup.com.

###

Cisco and Cisco Systems are registered trademarks of Cisco Systems, Inc. in the U.S. and certain other countries. ShoreGroup®, SG Logo®, CaseSentry®, ShorePatrol® and THE ART OF IT® are registered trademarks, and Sextant™ and THE ART OF IP™ are trademarks of ShoreGroup, Inc. All other marks are property of their respective owners.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Joanne VanAuken
ShoreGroup, Inc.
(212) 364-6800
Email >
Visit website