ShoreGroup Appoints Christos Klardie to Director of Contact Center Engineering

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Expert in designing and deploying technology solutions for large enterprise contact centers will lead ShoreGroup’s practice for contact center engineering and be a senior technical contributor to ShoreGroup’s CaseSentry Systems Management and Sextant Contact Center Business Intelligence platforms

ShoreGroup, Inc., a premier professional services and software solutions firm, today announced that Christos Klardie has been appointed Contact Center Engineering Practice Director. Klardie brings more than 20 years of experience specializing in both project and program management of customer implementations for large enterprise contact center deployments that are fully integrated into customer’s existing legacy platforms. As Contact Center Engineering Practice Director, Mr. Klardie will report to Scott Schreier, ShoreGroup’s Vice President of Operations. In addition, Mr. Klardie will be a key technical contributor to ShoreGroup’s CaseSentry Systems Management solution that provides monitoring, operational visibility and support automation for large contact center environments, and the Sextant Contact Center Analytics solution that provides real-time and historical business intelligence for enterprise and service provider contact centers.

Klardie’s contact center background spans a number of sectors, including carrier, sales and distribution, and consumer operations. Prior to joining ShoreGroup, Klardie was Manager of Cisco Systems’ Contact Center Architecture team for the Customer Contact Business Unit (CCBU), responsible for leading the Cisco Assessment to Quality (A2Q) and Design Mentoring for all new customer collaboration engagements as well as directly working with field and partners on all enterprise deployments. Klardie is a Cisco Certified Solutions Instructor and has served as a featured speaker at Cisco Live, Global Partner Summit and other Cisco sponsored events. In addition, Mr. Klardie has authored Cisco Unified Contact Center Enterprise Design, Implementation and Support (UCCE, UCCEI, and UCCES) exams and related partner enablement video on demand (VoD) training classes, as well as being a key contributor to Cisco UCCE and Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND) guides.

“Having held senior roles in service and business unit management with leading technology provider companies for two decades, Chris has successfully managed rapid technological changes while producing superior results for service intensive industries,” said Scott Schreier, ShoreGroup’s Vice President of Operations. “As a recognized expert in contact centers and customer experience design, Chris will lead our team of Infrastructure and Application Engineers focused on aligning voice and collaboration technology solutions with business strategies that meet the demands of high call volume contact centers with complex operational requirements.”

“Chris has a unique and well-rounded skill set that spans both the operational aspects that our CaseSentry Systems Management solution addresses through contact center and unified communications monitoring and management, and the requirements that the business has for real time performance metrics and long-term historical visibility that we cover with our Sextant Contact Center Business Analytics solution,” said Robert Bojanek, ShoreGroup’s Executive Vice President. “We’re very pleased to have Chris join our team, and look forward to leveraging his significant application and engineering expertise to advance our software and service solutions targeting large-scale contact centers.”

Recognized as a leading contact center architect and design expert, Klardie’s expertise includes an in-depth understanding of how high volume contact centers can remain responsive, efficient, and profitable while managing ever-changing business objectives, regulatory mandates, and technologies. Klardie will be working with ShoreGroup’s contact center customers to develop process improvement plans to optimize agent productivity while providing a better customer experience.

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 Analytics solution provides the operational and business intelligence 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.

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Joanne VanAuken
ShoreGroup, Inc.
(212) 364-6800
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