Mark is a Senior Principal Business Consultant with Genesys. He has over 15 years of Customer Experience consulting and project management with a focus on the relationship and interdependence between business goals, contact center operations and technology. Particularly skilled in understanding how business objectives are enabled by contact center technologies, including: interaction routing and CTI systems, inbound/outbound voice and mobile applications, customer self-service, fax/e-mail/chat/co-browse/SMS/MMS, social media, knowledge management, workload distribution, workforce optimization systems, quality management and cradle-to-grave reporting methodologies.