Sergio is Italy Country Manager of Vanguard. Sergio works as a consultant applying innovative technologies, systems, and processes to meet business goals. After graduate school Sergio worked for a bank (IT department), several systems integration and consulting firms, before joining Vanguard Communications in the middle of '90. Vanguard, that in early days was acknowledged as the independent expert in the voice messaging industry, since the late 1980s, has focused on call centers as they expanded capabilities to be the contact centers of today. Contact centers were an early example of how people, processes, and data processing and communications systems technology can come together to solve an important business objective – providing an efficient and effective means to interact with a company’s customers. The emerging field of unified communications is doing the same thing -- bringing together people, processes, and technologies to meet a business goal.Specialties: Expert in call & contact centers: technologies, planning, management & education. For the last several years, Sergio’s research and client work have been increasingly focused on customer contact management.Sergio is ICMI certified associate and designed a master in contact center management