Donald Sutton Email & Phone Number

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 SolutionsWeb www.dialinteractive.com Dial Interactive is ISO 9001:2015 Certified

Listed skills include Cisco Technologies, Avaya, Unified Communications, Voip, and 44 others.

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  Ceo And Co-Founder

  Dial Interactive

  Dec 2001 - Present

  Sample of projects:- Project management for Cisco UCCE, ICM, CVP, Aceyus, Verint, Nice, Avaya for enterprises with 10,000+ users - Teleworker / Remote agent (WFH) projects for Cisco UCCE and Avaya - Next Generation Unified Communication Architecture using Cisco UCCE 11.X and Skype for Business 20,000+ users.The technologies analyzed were voice, voice mail , email, conferencing, video, fax, IM, web chat, security cameras. - Strategy and Road Map Contact Center 20,000+ users, The technologies analyzed were voice, conferencing, IM, web chat, ACD, Predictive dialer, reporting, call monitoring and work force management. - Cisco UCCE 5.X- 9.X IPIVR/ CVP design and implementation 10,000+ users -911 contact center Strategy and Roadmap for the NG 911 and Testing of calls to state data centers -Call Center Audit, RFP Management -IVR / CVP UCCE Design with Speech -Cisco ICM Design- installation and Genesys Maintenance -Avotus Replacement for Microsoft Skype for Business, developed data mapping from legacy 7 systems to new data warehouse -AT&T Route It! data extraction and toll free number management - Provided end to end reporting of 8,000 phone number to assist with the migration from TDM to IP Flex -RFP and design of Verint Call Recording Solution for an Avaya S8700 and Cisco UCCE-Cell Phone, Local and Toll Free number Inventory Clean up with over 30,000 phone numbers -Unified Communications Strategy and Roadmap - 14 location with 20,000 users. Designed the Avaya architecture with upgrades to the latest version of Avaya CM that included the Avaya session manager. Developed cost benefits analysis for the proposed solution. -Technology Assessment Avaya S87XX (Financial Institution)Boarder Controllers. -Telecommunications Disaster Recovery Strategy (University) and 1,100 locations and 7 large contact using AT&T Route It! and telecommuting -Designed reporting solution - UCCE and Crystal Reports/ 200 location & 20,000 userswww.dialinteractive.com