Integ appointments

Integ Communications has announced the expansion of its Contact Centre Solutions Group (CCSG) management team with two new hires. Paul Goode has been appointed to the position of Practice Manager and Lee Cole is new Project Manager.

Goode will be heading up the team of contact centre specialists dedicated to delivering improvements to customer interaction solutions and strategies. He will focus on helping Integ customers extend and better integrate their existing technology within their business to yield tangible results.

Goode aims to significantly grow Integ’s Contact Centre practice in the next two years by developing and adding to the skills of the team, engaging effectively with existing customers and acquiring new customers in various industry segments.

Lee Cole is Goode’s first hire and he will focus on ensuring effective delivery of solutions in more complex projects.

Ian Poole, CEO of Integ Group, said: “Paul will be responsible for building the practice and helping contact centres better utilise technology they’ve often already purchased. Armed with extensive experience and passion for contact centre technology, Paul understands exactly what organisations need in order to improve their customer interactions.”

Paul Goode commenced his career in the Royal Air Force (UK), maintaining the Tornado flight simulators for ground crew, and with this experience he then moved to British Airway’s Flight Simulation program. In 1993, his interest in new technologies, systems and processes led him into BA’s call centre, which further developed his technical and managerial skills.

In past years, he has worked as an independent consultant in call centre roles for Swiss Air and Accenture. Goode moved to New Zealand in 2006 and he joined Datacraft as the Principal Consultant for the Contact Centre Practice, which grew during his contract.

Integ’s core technology partners for contact centre solutions are Alcatel-Lucent, Genesys and Nice. The company has developed its own softphone which can be customised, particularly for emergency services and critical customer applications.