Speaker

Shai is a Managing director with PwC’s Contact Center and Digital Transformation practice with over 23 years of experience. He has extensive experience in large-scale technology program management initiatives focusing on Contact Center strategy, enterprise Contact Center solution implementation focusing on business outcome and improved Contact Center operations through automation and process reimagination.

Relevant experience:

• Led a global Contact Center transformation from anon-prem
  legacy platform to a CCaaS solution — migrated 6 countries,
  1000 toll free lines, 16 languages, and 600 agents in seven
  months on NICE InContact platform.
• Directed the development and integration of a Natural Language Processing IVR to deliver self-service capabilities to three lines of business, reducing yearly run rates by 2 million based on Omilia cloud solution — the integrations spanned MS Dynamics, Oracle, and AS400.
• Led the diagnostic, strategy, and execution of a Contact Center and operating model transformation for a large global retail enterprise. The strategy included the consolidation of five discrete Contact Centers across different brands into Tier 1 hub locations in low-cost locations; the modernization of core telephony into cloud-based CCaaS offering from Genesys, with NLP advance capabilities for internet and routing decisions; along with WFM solution for effective forecasting and scheduling of agents across locations and channels.