Procure IT Names Communications Veteran to Lead Enterprise Consulting Practice

Voice plays an "increasingly vital role" in digital transformation, says John Cooper. The new managing director–voice transformation will help clients capitalize on the opportunities.

John Cooper, an 18-year communications veteran, has been tapped by Carrollton-based Procure IT to lead its enterprise consulting practice focused on helping businesses leverage next-generation voice technologies to improve customer experience (CX) and employee experience (EX).

“Voice transformation is emerging as the next critical phase of businesses’ digital journey,” Randy Jeter, Procure IT founder and managing partner, said in a statement. “We’re thrilled to have a forward-thinking executive with John Cooper’s experience and enthusiasm lead the Procure IT team in helping our business clients capitalize on this promising opportunity.”

Cooper comes to Procure IT as managing director–voice transformation, specializing in unified communications as a service (UCaaS), contact center as a service (CCaaS), artificial intelligence (AI) and CX/EX solutions.

The company said that Cooper will lead a team helping companies navigate the convergence of digital and voice technologies and leverage the power of AI, automation, and data insights to develop strategies that drive business impact.

Cooper has nearly two decades of experience working with business clients to deploy communications and contact center solutions. Most recently, he spent four years as the practice lead for CX, CCaaS and UCaaS at ARG-IT Clarity.

Before that, he was director of major accounts—MidAtlantic for RingCentral; Global Solution Specialist, Microsoft UCaaS and CCaaS at Arkadin Inc.; and North American Sales Director, Unified Communications at IceWarp.

Combining voice technology with AI

“Digital transformation isn’t only about embracing digital technologies to reimagine business processes. Voice also plays an increasingly vital role,” Cooper said in a statement. “It’s not your father’s voice, however, but a new generation of converged digital and voice solutions that have the potential to dramatically change the employee and customer experience.”

The company said that businesses are combining voice technology with AI, machine learning and natural language processing (NLP) to create more intelligent, interactive and intuitive communication systems.

It cited examples including “smart” virtual agents helping customers calling into a contact center or voice-activated assistants such as Alexa or Siri.

“We can also expect to see voice technology becoming more and more integrated and sophisticated within other digital technologies such as smart rooms and buildings, and virtual and augmented reality, leading to even more immersive and interactive communication experiences,” Cooper said.

The company said that Cooper will lead a series of Procure IT workshops to educate businesses about emerging voice solutions and experience them in action.

Procure IT said it also is offering a complimentary CX360 Assessment to help companies identify use cases and opportunities for their organizations to improve efficiency, reduce costs and enhance CX and EX.

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