Dick Bucci

Prior to establishing his own consultancy in 2004 Mr. Bucci held senior marketing and sales management positions with leading telecom equipment providers and value- added resellers. Dick has authored numerous articles, white papers, and in-depth market research reports and is frequently quoted in the trade media. As a former marketing executive, Dick brings a practitioner’s perspective to his work. Specialties: Mr. Bucci focuses his research and consulting on a variety of contact center applications including self service, speech analytics, quality management, learning and coaching, intelligent desktops, customer relationship management, predictive dialing, workforce management, performance management, Voice of the Customer surveys, and public safety recording. He is an acknowledged authority on the legal and regulatory environment as it affects contact centers. Dick has authored 14 comprehensive research studies on contact center trends and technologies and numerous white papers and articles.