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.
Get on the list.
Dallas Innovates, every day.
Sign up to keep your eye on what’s new and next in Dallas-Fort Worth, every day.
R E A D N E X T
-
Island, a Dallas-based unicorn that emerged from stealth last February, was valued at $1.3 billion in March. It continues to attract big investments for its Enterprise Browser, which protects companies' SaaS tools and internal web apps from data leaks with a long list of security features. "Being able to further validate our valuation, even with the headwinds facing the broader market, is an honor,” Island CEO and co-founder Mike Fey said.
-
SoundHound, the conversational intelligence innovator, went public in April. Hamed Mazrouei, CEO of tech-provider Vivant and Milagro, says the system streamlines operations for restaurants so they can focus on their food and their guests. The company described it as a "virtual employee who answers calls, takes orders, and makes reservations."
-
Plano-based Toyota North America is expanding its partnership with Google Cloud to enhance AI-based speech services in Toyota and Lexus vehicles. Audio control is now just a voice command away, processed by in-vehicle voice AI. And a future Speech On-Device offering could offer a range of natural speech functions without even using the cloud—eliminating "dead zones" and tunnel dropouts.
-
Plano-based CG Infinity has hired Tanya Shepherd as vice president of delivery to help accelerate its energy and utilities customers' digital transformation and business processes initiatives. The company said Shepherd will join its Dallas-Fort Worth team. "We are proud to serve over a dozen prominent energy firms in both unregulated and regulated markets. Our customers depend on us to deploy technology solutions that drive customer acquisition and customer retention. Under Tanya's leadership, CG Infinity plans to offer both customer technology and billing technology as a one-stop solution that closes the gap our customers experience in managing their back-office," President Saurajit…
-
Earlier this year, Plano-based IT consulting firm Cyber Group rebranded as CG Infinity, launching a new innovation lab and investing in a new 33,000-square-foot Plano HQ and innovation lab. Now we look behind the scenes of its first startup spinout, IgniteConnex—whose low-code, drag-and-drop platform connects and integrates businesses' legacy technology. "Our mantra behind this is you shouldn't have to redo all of your infrastructure," IgniteConnex President and Co-founder Rob Palacios tells Dallas Innovates.
