Ed LaBanca - Telecom Analyst & Architect

Contact Center & Business Process Improvements

Location: Orange County, California Area
Industry: Telecommunications

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Ed LaBanca - Telecom Analyst & Architect's Overview

Current

Columnist at Telecom Reseller / VoIP Networks
Columnist at Technology Marketing Corporation
President & CEO at CollabGen Inc.

Past

Sr. Product Manager - Integrated Telephony Solutions at Fujitsu Business Communication Systems
Sr. Product Manager - Voice Processing / IVR at Toshiba America Information Systems
Regional Manager at Natural Microsystems

Education

Roger Williams University

Recommendations

3 people have recommended Ed

Connections

76 connections

Websites

Telecommunications analyst, architect and consultant for enterprise organizations including those with with contact centers. Additional focus on new technology enabling Communications-based Business Process Automation initiatives producing significant bottom-line results. I stay current with all of the major telecommunications and contact center vendors and trends, and am a member of the Society of Telecommunications Consultants.

DIFFERENTIATORS
The use of unique methodologies applied to my industry analyst reports combined with distinct RFP or specifications processes used for analyzing and designing telecom and contact center systems, along with my previous product management and design experience at major telecom manufacturers. I recently achieved certification from Interactive Intelligence as an Interaction Process Automation™ (IPA) Preferred Consultant.

WORK PHILOSOPHY
I believe in the ability to achieve business transformation within IT Frameworks based on a broad and deep understanding of Communications Architecture. My proven program / project management experience balances business and technology-based initiatives with respect to an organization’s culture and staff in conjunction with change / improvement management.

CAREER OBJECTIVE
My goal is to work with CXO’s, business unit, IT and Contact Center executives to identify options for improving financial and operational performance, and to manage programs and projects to implement and maintain best practices at all communication touch-points and to automate business process work flow throughout the organization.

Specialties

KEY COMPETENCIES
• Certified Interaction Process Automation™ (IPA) Preferred Consultant for Interactive Intelligence
• A solid background in Telecom / Unified Communications / Contact Center systems design, specifications and program / project management for enterprise organizations
• Proven team leader with highly developed analytical, organizational and strategic planning skills with a focus on Communications-based Business Process Automation.

Columnist

Telecom Reseller / VoIP Networks

2009 – Present (3 years)

Cover Enterprise / Contact Center / Communications-based Business Process Automation

Columnist

Technology Marketing Corporation

Privately Held; 51-200 employees; Publishing industry

2006 – Present (6 years)

Enterprise / Contact Center / Communications-based Business Processs Automation

President & CEO

CollabGen Inc.

Privately Held; 1-10 employees; Telecommunications industry

September 1999 – Present (12 years 5 months)

* Publication of Analyst Reports and Articles
* Contract engagement performing telecommunications / contact center patent-related research
* Confidential study for leading telecom manufacturer on Migration Strategies and Paths: Legacy TDM / VoIP to Unified Communications of the 4 top-tier vendors.
* Regional Dental Services Company with contact center and 63 dental offices: accelerated project management process for analysis, design and implementation of a pilot turn-key outbound and inbound call center system
* Transportation Services Company with 1 central and 6 distributed contact centers. Performed telecom needs requirements at each site; reports included current situation analysis, desired future situation, and detailed recommendations. Responsibilities included participation in customer focus groups regarding customer service and IVR requirements; and project management.
* Multiple projects including IVR and Web customer service application design, integration and development.
* Largest Municipal Utility in the U.S.: awarded major project as part of competitive bid for analysis, design and recommendations for all new enterprise and 300 seat contact center systems and applications. Project included detailed scope of work and associated project management responsibilities, RFP development and formal bid process. Additional systems included analysis and RFP development for contact recording / quality monitoring and reporting, workforce management and knowledge-base applications.
* Pension & Health Plan Administrator with 25 seat contact center that required the addition of a new remote facility. Project included analysis, design, RFP process, and recommendations of all new enterprise telecom systems including voice messaging / auto-attendant; and multi-channel contact center systems and applications including IVR; provided program management and oversight for applications design and implementation.

Sr. Product Manager - Integrated Telephony Solutions

Fujitsu Business Communication Systems

July 1998 – August 1999 (1 year 2 months)

Developed and implemented business, market and product plans for the Integrated Telephony Solutions product line; provided vendor management for third-party products within the call center and messaging areas with a secondary focus on network management products. Managed FBCS’ Gate Review Procedure for various product realization phases from opportunity assessment to life cycle management and worked with third-party vendors and all FBCS departments for time-sensitive deliverables. Business unit closed.

Sr. Product Manager - Voice Processing / IVR

Toshiba America Information Systems

June 1994 – July 1998 (4 years 2 months)

Developed and presented new Voice Processing / Interactive Voice Response (IVR) conceptual design to Engineering Department personnel; drafted initial marketing and engineering product specifications; developed and presented tactical and strategic IVR marketing and high level business planning to executive staff; assisted with the successful launch of Stratagy Voice Processing / IVR System that provided significant incremental revenue for the company.

Regional Manager

Natural Microsystems

1986 – 1987 (1 year)

Roger Williams University

B.S - University Without Walls Program, Industrial Technology

1969 – 1971

Wentworth Institute of Technology
Associates Degree in Electronics Engineering
1969 - 1971

Websites:

Interests:

Enterprise & Contact Center Communications - research, analysis and project management for large organizations, medium-sized businesses, vendors and dealers.

Groups and Associations: