Fredrik Engberg

WORK HISTORY

EDUCATION

SKILLS

ABOUT FREDRIK ENGBERG

I have been working in the contact center field since 2001, specializing in IVRs, telephony integrations, and speech recognition. I have extensive experience with platform design and testing (Envox, Genesys Voice Platform, Genesys SIP Server, Cisco, AudioCodes, etc.) as well as with application development (Envox, Genesys Composer, Java, C#, VoiceXML, JavaScript, etc.). I have worked with customers in various verticals, such as banking, telco, government, energy, and pharmaceuticals. In many projects, I have been involved from the pre-study/pre-sales phase to the final implementation and deployment.My experience in the contact center field includes* product management;* pre-studies and pre-sales;* large-scale implementations of ASR-enabled IVR systems, e.g. the first commercial deployment of “free speech” in the Nordics, in Telia\'s private customer entrance (approx. 14 million calls per year), and a centralized SIP IVR for a Nordic bank (approx. 50 million calls per year);* designing and implementing a Java framework for VXML applications used by three Swedish banks for their phone-banking services;* IVR/PBX integrations using SIP, QSIG, Euro-ISDN, Lineside-E1, etc;* speech application design and implementation;* implementing a Wizard-of-Oz data collection tool used to create and record live conversations between “wizards” and customers calling Telia\'s private customer entrance;* implementing Genesys technologies outside the traditional contact center, e.g. for direct sales and bank advisors.