Vasanthkumar Venugopalan
Business Architect - Omni Channel Engagement @Miratech
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WORK HISTORY
Business Architect - Omni Channel Engagement @Miratech
Toronto, ON, CA
Client - United Health Group/Optum :I\'m working on transformation project, responsible for migrating a massive contact center with over agents and 100+ lines of business to Genesys Cloud. a cutting-edge cloud-based customer engagement platform. This strategic move is set to revolutionize our customer service operations, enhancing scalability, flexibility, and delivering a superior Omni-Channel experience to our valued clients. This transformational journey promises to reshape the way we serve our customers towards more intuitive and exceptionally customer friendly engagement.
EDUCATION
Vellore Institute of Technology
MS, Software Engineering
Vellore Institute of Technology
Master; M.S, software engineering
SKILLS
ABOUT VASANTHKUMAR VENUGOPALAN
I\'m passionate about driving digital transformation applying latest design thinking and generating smart customer interactions is one of the differentiated strategies to stay competitive. With over a decade of International experience, I had opportunity to contribute across contact center application solution and enabling omni channel experience by establishing, building and operating cross cultural teams and consulting- Build Solution for Enterprise applications and delivered to enhance customer experience- Well experienced in cloud contact center technology transformations - CCAAS- Consulted and Delivered the next generation Genesys platform on SIP, reducing the hardware dependency and transforming contact center towards soft phones which enable customer care agent to work remotely on convenience - Focused on Customer Experience and Omni channel engagement solutions- Consulted and Delivered enhanced customer experience on web channel and customer care agent information dashboards - Consulted and Delivered various Genesys components - Self Serve, Customer Capabilities, Routing and Agents capabilities with long term vision and easily adoptable new market collaboration trends
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