More About the Author
Edwin Margulies is the author of over a dozen notable customer service and technology books including: Understanding The Voice-Enabled Internet; 337 Killer Voice Processing Applications; How To Audit And Benchmark Your Web Site; Client Server Computer Telephony; The UnPBX - The Complete Guide to the New Breed of Communications Servers; Audio Teleconferencing - The Complete Handbook; Understanding JAVA Telephony; Secrets of Windows Telephony; 1001 Computer Telephony Tips, Secrets and Shortcuts; SCSA: The Complete Reference To Using Signal Computing System Architecture in Computer Telephony; How to Audit and Benchmark Your Voice Response System; Voice Response Usability Almanac; and Web Site Usability Almanac.
Margulies is a business strategist, architect, inventor, and usability expert. A 33-year industry veteran, he Margulies designed hundreds of automation systems and contact centers for both network and enterprise deployments. His leadership skills have benefited various companies, the majority prepped for merger, acquisition or IPO. These include Dialogic, CMP Media, and Telephony@Work. Margulies founded Sterling Audits, a research firm specializing in service automation usability. Margulies is also a pioneer of social engagement for customer care, which led to the co-founding of SoCoCare, the social and community care company. SoCoCare are the makers of Social CIM, a leading Social Engagement for Customer Care offering.