Vince Fulgenzi threw open the doors of VITEC in ‘89 and has never looked back. He cut his teeth, as a business owner, on voicemail/voice processing systems and put VITEC on the map with unwavering dedication, lucrative solutions and a well assembled team that has earned him the outstanding reputation as a contact center expert.
Vince is the trusted advisor for centers around the globe. He is called upon regularly to offer counsel to executives, leadership groups and teams interested in improving the effectiveness and efficiencies of their respective enterprises. Vince’s two term stint as president of the ACCP (Association of Contact Center Professionals) further solidified his perch as a proven specialist in the contact center arena.
Michelle O’Brien is a partner and Vice President of Operations at VITEC, Inc. A visionary entrepreneur, she employed her keen market sense to shape VITEC into a customer-centric organization. Her creation and adaptation of exclusive offerings, such as rep roundtables and Client Advocate, set VITEC apart by providing clients with invaluable information, actionable doings and measurable growth. Working closely with VITEC’s certified locally based solution team of unparalleled experts, Michelle has helped create a culture, within the walls of our customers and VITEC, that is second to none. As VITEC’s primary Project Manager, Michelle and her technical team have brought every single project in on time and at, or under budget, for over 15 years. Michelle’s expertise as a writer and published author is evident on every facet of VITEC’s branding and marketing collateral.
JW Cypara has been providing excellent client support in VITEC telecommunications since April 1995. He holds a Bachelor of Science degree in Data Processing and an Associates of Science in Business Management. His additional credits in Marketing and Communications have proven beyond valuable in developing and implementing communication solutions for companies of all sizes. JW holds certifications with Genesys (formerly Interactive Intelligence), Philips Speech Recognition, in (Rockwell E.C.) Transcend call center Implementation and diagnostics, (AVT) AXNT call center Implementation and diagnostics, (Octel) VMX System Administration, (Octel), Implementation/Troubleshooting, (Rolm) PBX, (Novell) LAN administration, (Productivity Point) NT Network Administration, (IBM) problem management and various programming languages. Throughout the past years, he has provided service to clients ranging in size from the State of Kansas to Whiteman Air Force Base to Park University, just to name a few. His ability to customize solutions specific to customer needs and “think outside the box” has earned him a terrific following.
JW’s strengths lie in extensive troubleshooting capabilities, creativity and effective, dynamic application development. While excelling in all areas of his work, he particularly enjoys tackling challenges and providing effective solutions to customers’ needs. JW is regularly praised by clients for his high level of enthusiasm and professionalism. His late night dedication to our clients and resulting hilarity make him a favorite.
Derek Carroll has over 20 years of industry experience and more than a decade with VITEC, Inc. His technical skill covers a broad spectrum of telecommunication and networking issues including voice/telecom, data networking, and call flow structures/design. An analytical thinker, Derek excels at troubleshooting and aptly provides VITEC clients with high-level technical pre-sales, implementation, and support.
Derek’s ability to communicate sets him apart. He innately translates highly-technical data into understandable language that even the most non-technical lay person can follow. In his current role, Derek focuses on implementing and supporting Genesys PureConnect solutions, but his prior experience as a Network Administrator, Network Engineer and in various other telecommunications roles, gives him particular insights into the client environment.
Derek holds a Bachelor of Science degree in Telecommunications Management and has active certifications with Genesys (ICCE, IDCE) and prior certifications for A+, Network+, and CCNA (Cisco) among others. His sharp eye for detail and keen ability to guide clients through technical processes efficiently, smoothly and succinctly keeps Derek in high demand with our customers.
Tamra Henson has been taking excellent care of VITEC clients since 2012. Now, as a skilled member our support team, she finds herself on the other end of customer care! Tamra’s background in the contact center is vast, both as a customer and a technician. From her on-the-phone customer service days to contact center manager five times over, she brings a wide array of knowledge in large and small contact centers. This dual sided experience is so valuable in training, designing and suggesting solutions for companies of all sizes. Center managers are delighted to find Tamra’s “been there” – managing, measuring, reporting right along with them. In addition to being a lead on the Client Advocate team, she possesses technical certifications from ININ/Genesys and mastered use of CIC (now PureConnect) as a user and contact center manager.
Tamra’s strengths lie in her extensive background in contact center management, customer service, teamwork, dedication, training and knowledge. She shines in her work. Her keen sense of humor helps guide her through troubleshooting challenges, reporting inconsistencies and coaching while meeting or exceeding customer’s needs and providing support service. Her level of contact center management knowledge and approach endear her to clients.