Robert Beard
Call Center Software Consultant and Technical Trainer
707-208-8477

Robert Beard has in-depth Call Center Technology experience, including installing complete Genesys interaction systems, building routing strategies, and installing real-time and historical reporting.

Robert is an experienced technical trainer who teaches the use of Genesys Labs Customer Interaction Management (CIM) software in call centers.

Robert teaches Genesys University classes, whose topics include the installation, configuration and operation of Genesys Version 7 and 8 Framework, Routing and Reporting applications. He teaches the fundamentals of voice and non-voice interaction routing and solution reporting. He also teaches the use of Genesys Platform and Interaction SDKs, which are used to build custom applications and to integrate third party applications with Genesys solutions.

Robert splits his time between consulting projects and conducting classes at Genesys' headquarters in Daly City, California and on-site at customer's facilities.

Robert has taught on-site classes for several Genesys customers. Among these are:

  • Bank of America (Charlotte, North Carolina and Phoenix, Arizona)
  • University of Pittsburgh Medical Center (Pittsburgh, Pennsylvania)
  • Telmex (Mexico City, Mexico)
  • JPMorgan Chase (Columbus, Ohio)
  • Fifth Third Bank (Cincinnatti, Ohio)
  • BB&T (Wilson, North Carolina)
  • Nuance Viecore (Mahwah, New Jersey)
  • Salt River Project (Phoenix, Arizona)
  • TD Bank (Toronto, Ontario, Canada)
  • Rogers Communications (Toronto)
  • PayPal (Omaha, Nebraska)
  • RBC (Toronto)
  • Desjardins (Levis, Quebec)

Robert is making the move toward Genesys Version 8 software, including Genesys Administrator for Framework Administration, and Composer for routing design.

A recently completed project involved the ground-up installation of a Genesys 8 environment for a business in Columbus, Ohio. Robert installed the Configuration, Media and Management layers, Orchestration Server, Solution Reporting, and Genesys Composer. Robert supported the installation of an Orchestration server-based SCXML call routing solution.

Robert also has web development experience using Active Server Pages and PHP. A recent PHP project used WordPress as a content management system for an artisan glass blowing shop's web site.

Robert recently joined the CIM practice of Online Business Systems, a business and technology consultancy headquartered in Winnipeg, Manitoba, Canada.

Updated 01/14/2012