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Diane Halliwell has consulted in the Telephony field for over 35 years and in the Contact Center arena for over 25 years. Ms. Halliwell is the Contact Center Practice Lead at Technology Trends Group, which is based in Arlington, VA. Ms. Halliwell has written White Papers, delivered formal presentations, and been quoted in industry publications on various Contact Center topics.
Ms. Halliwell is an expert in providing strategic direction to clients, and in evaluating, recommending, designing, and implementing voice solutions. These systems include on-premises and Cloud-based Contact Centers, Interactive Voice Response, multimedia messaging, among others. Ms. Halliwell is also adept at identifying issues within an organization that impact the customer contact experience, and in providing recommendations to effectively address these issues. These can include problematic IVR and web portal applications, workflows, processes, and gaps in communication within an enterprise.
Through an appropriate balance of technology and process, Ms. Halliwell has helped clients achieve both internal efficiencies and excellent customer-focused service.
Ms. Halliwell is a current or past member of several Vendor Executive Advisory Councils. These include Avaya, Genesys, the former ShoreTel, and Unify. In addition, she is an active member of major Consultant Liaison programs, including Aspect, Cisco, Mitel, and NEC.