Speaker "Shahidul Mannan" Details Back



In search of an Intelligent Contact Center: Artificial Intelligence transforming contact center 


Competition for superior customer experience and constant cost pressure is transforming Contact Center technologies with infusion of Artificial Intelligence. Starting with predictive and optimized routing the intelligence is moving towards prescriptive scripting engine, sentiment analysis, more emotional engagement with customers. Bots are joining the force to change the paradigm with customized, cognitive conversation at speed and a very low cost. Although, AI is driving improved customer satisfaction, increased sales, reduced call deflection, better and targeted marketing among many, the journey has its technology and human challenges. This session will offer a perspective into the journey towards an AI driven contact center – trends, drivers, challenges and path to successful transformation.


Shahidul Mannan is the Founder and CEO of MBS Analytics, and most recently serving as Executive Director and Head of Technology at TeleTech Insights (TTEC) leading Analytics products and services. He is the Chief Analytics Officer at Human Health Project. Most recently he was Vice President at TD Bank heading up InfoEx services – leading next generation Big Data Analytics services at the bank. Shahidul served as an Executive with Dell EMC, where he led as Global Head of Big data and Analytics – leading all data assets and building next generation Data Lake and Analytics, developing new big data business for the technology services, and Altisource, where he served as Vice President of Technology Division- responsible for all data and analytics products and services business, which included analytics consulting, product management, product architecture, development, operations, and governance. Shahidul has over 15 years of technology leadership experience beginning his career with Reuters Analytics. He held senior technology leadership positions at large financial companies - as Sr. Director at Freddie Mac, First Vice President at Bank of America - Countrywide, and CTO at Aames Financial.