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Dennis Schmidt Joins LiveOps to Enhance Global Operations
New SVP Brings Service Delivery, Governance and Risk Management Expertise to Build World Class Operations Organization
REDWOOD CITY, CALIF. – June 2015 – LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that Dennis Schmidt has joined the company as Senior Vice President of Global Operations. In this role, Schmidt will be responsible for managing LiveOps’ worldwide operations involving the support and development of all networks and systems for cloud platforms, and managing customer implementation and post-launch customer support.
“We are delighted to welcome Dennis to the LiveOps team,” said Vasili Triant, CEO of LiveOps. “Dennis has deep experience in both technical and non-technical operations, and shares my passion for putting customers first. Many of our customers operate in highly regulated sectors and demand process discipline and governance that every cloud vendor must adhere to. His expertise will be hugely valuable to us.”
Schmidt has more than 20 years of experience building and leading teams to design and deliver complex next-generation networks and solutions. He was most recently Shoretel's Vice President of Networks and Systems Engineering covering Network Operations Centers for their Cloud Division. Under his leadership, the division embarked upon a transformation of their hosted service, centered on customer service delivery excellence:
- Full review and optimization of global data center footprint to provide highly elastic scale, capacity, resilience and proactive monitoring;
- Full redesign and rebuild of the core networks, systems, security and storage.
- Divisional implementation of auditable ITIL processes and best practices
- Combined operational action plan resulted in an increase to infrastructure availability, from 99.0% to 99.99%, and a Data Center operational cost reduction of 64%
“I am ready to hit the ground running to help LiveOps refine and enhance services and operations around the globe,” said Schmidt. “I’m looking forward to working closely with Vasili and the entire management team to drive improvements and ensure we provide outstanding service to our customers and channel partners as we embark upon our next wave of growth.”
Schmidt brings some of the industry’s deepest hosted and SaaS voice and call center experience. Through his career Schmidt has been through over 30 mergers and acquisitions with start-up SaaS, UCaaS, wireless, CLEC and DLEC communications providers, as well as Fortune 50 corporations. Schmidt has held diverse roles in technical management for telecom, network and IT organizations including delivery, engineering, governance, ITIL service management, provisioning, sourcing, risk management, global business development and worldwide operations. Prior to Shoretel, he was the Operational Executive for HP’s Cloud Services UCaaS offering, providing a hosted VoIP service for HP Enterprise Services largest clients worldwide. During Schmidt’s time at Bank of America he was operationally responsible for an integrated enterprise, contact center, branch and trader turret environment, which is still one of the largest in the world, and held senior positions covering the entire service delivery lifecycle.
Schmidt attended the University of Puget Sound where he received his undergraduate degree in Philosophy and Seattle University School of Law.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 400 companies around the world, including ProFlowers, Ideal Living, Murad, Aegon, Salesforce.com, Symantec, Royal Mail Group and Amway New Zealand, trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 billion minutes of customer interactions and managed operations for the largest U.S.-based cloud contact center of 20,000 home-based, independent agents. With more than 14 years of cloud experience, LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries, including financial, health care, insurance, retail and high tech. For more information visit http://www.LiveOps.com.
McGrath/Power Public Relations