Boston, MA, USA, June, 2018 -- Cogito, a provider in real-time emotional intelligence solutions, announced the appointment of Jim Gomez to Senior Vice President of Client Services. Jim will be responsible for client delivery and support, including the implementation of Cogito’s augmented intelligence solution, which provides live in-call guidance to customer service and sales agents.
"At Cogito, we strive to constantly deliver quality and value to each of our clients' stakeholders – contact center agents, supervisors and executives – all throughout their journey with us," said Joshua Feast, CEO of Cogito. "Jim’s expertise in the contact center makes him the ideal partner for our clients. With Cogito’s rapid growth, it is the perfect time to have Jim join the team and help our clients leverage our emotional intelligence technology to deliver compassionate, professional experiences on every call."
Jim is an experienced contact center professional, with more than 30 years of leadership in a wide range of contact center operational and technical roles. Jim began his career in the customer service industry at MCI Telecommunications, starting as an agent and growing to run a 16,000 seat contact center. Jim then worked with some of the largest contact center enterprises in the world, leading teams who designed, sold, delivered and serviced world class contact center offerings through Verizon Contact Center Services. From his success at Verizon, Jim accepted a leadership role at the startup cloud contact center technology company Five9 Inc., where he established Five9 Professional Services as a business differentiator within this space while helping to grow Five9 dramatically over five years.
"Working for Cogito offers me the unique opportunity to utilize all the skills I have developed throughout my career," said Jim Gomez, Senior Vice President of Client Services at Cogito. "As Cogito continues to gain market share, I want to support agents and executives alike, helping them become more engaged and productive. I will work closely with our clients to ensure Cogito serves as a competitive differentiator for their business."
Posted by Veronica Silva Cusi, news correspondent
Cogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Published: Monday, June 25, 2018