Venugopal Murali Prabhu

About Venugopal Murali Prabhu

Venu is a focused, self-motivated & highly energetic digital leader with around 2+ decades of experience in Contact Center(Marketing, Sales & Service) CX/CRM Space. He is very hands-on in research and development, Practice building/management, CoE setup, Consulting, Customer Experience(CX) management, professional services. He is conversant with multiple digital solutions that helped transform client ecosystem harnessing CPaaS, CCaaS, NLP/NLU, Conversational AI, Digital Humans, RPA/IPA, AI based Document processing, AR/VR He successfully incubated CIM Practice (Contact Center Technology and Consulting) and responsible for P&L for the same with diverse team globally - North America, Canada, United Kingdom, Finland, India, APAC, ANZ, Middle East. He is excellent in developing lasting relationships with customers and clients and forging strategic alliances with partners. He has won many new logos and delivered many multi million dollar projects in CX space.He stays ahead of curve that has helped the practice and many clients to deliver digital transformation seamlessly. He firmly believes that Innovation happens by collaboration - by bringing teams together, huddle with bright minds and works closely with various levels within the organization to accelerate the pace and time to market.#cx #contactcenter #cxtransformation #customerexperience #digitaltransfomation #AmazonConnect #cognitive #automation #RPA #IPA #CPaaS #CCaaS #conversationalAI

Experience

1. Chief Technology Officer (Sales and Service)

   Accenture

   Jan 2025 — Present · Bangalore Urban, IN

   Responsible for the technology innovation agenda, roadmap for the Digital Inside Sales, Sales Operations and customer care/service business. Partner with different stakeholders inside and outside to take solutions to the market and manage internal assets to drive beter customer value.Technology areas includes but not limited to1) Expertise with Industry Technology Platform covering Campaign Management, AI-enabled Market Intelligence, Sales and Incentive Plans, sales operations, order management & customer care2) Analytics Solutions3) Ecosystem Partner assessment and management4) Automation around Sales and service solutions using RPA, Workflow and other Integrated Automation Solutions5) Provide thought leadership in service offerings (CPaaS, CCaaS, CAI, Gen AI) and help realize business benefits6) Lead and deliver solutions across the portfolio7) Technology strategy including Genai and agentic solutions8) Partner strategy9) Voice AI

Education

• Birla Institute of Technology and Science, Pilani

  MS, Systems Software

• University of Madras

  BE, Computer Science & Engineering

• Indian School of Business

  Executive Education, Digital Transformation

Skills

• Integration
• Crm
• Cti
• Business Analysis
• Soa
• Genesys
• Requirements Gathering
• Pre-Sales
• Global Delivery
• Solution Architecture
• Requirements Analysis
• Avaya Definity (R10, R11 & Variants), Avaya Cce, Business Advocate
• Siebel
• Contact Centers
• Service Delivery
• Management
• Com, C, C++, Java, Ado, Ado. Net, Oracle 8i, Ms Sql Server, Siebel, Quintus 5.5.
• Econtact 5.6.1, Avaya Interaction Center,Easy Phone, Altitude Uci, Affiniti
• Business Development
• Telecommunications
• Eai
• Business Process
• Genesys Multi Media, Open Media, Voice, Oracle Cca
• Oracle
• .net
• Java
• Microsoft Sql Server
• Web Services
• Business Process Design
• IT Strategy
• Solaris, Aix, Windows Platform, .net Framework, C#, Vb.net, Visual Basic, Dcom,
• , Cognos , Crystal Reports, Iis, Iplanet, Apache
• Siebel/Pega/Clarify Cti Integration
• Interactive Intelligence
• Contact Center Strategy
• Contact Center Architecture
• Contact Center Optimization
• Contact Center Management
• Customer Engagement
• Customer Experience Transformation