The NuVoxx team has over two decades of experience delivering cloud-based hosted Interactive Voice Response (IVR) applications, voice broadcasting, Customer Satisfaction Surveys (CSAT) and other automated voice services. Over the years, the NuVoxx team has provided IVR services to some of the largest contact center outsourcing organizations in North America as well as a number of Fortune 500 companies, government and non-profit organizations.
Ivan Kovacevic is responsible for delivering value to NuVoxx clients with focus on measuring and improving customer experience and improving client’s contact centre operational efficiencies. To do this, Ivan relies on extensive contact centre and technology experience to leverage the NuVoxx services portfolio consisting of customer satisfaction surveys, self-service IVR, outbound IVR and automated voice/SMS solutions.
Ivan returned to NuVoxx in 2010 from a successful engagement at Optima Communications as Director of Solutions Delivery. In his role at Optima, a contact center outsourcer, Ivan led a development team, which executed new client implementations including development of IVR, Call Routing and agent on-screen applications. Ivan acted as the chief application architect during the sales, design and deployment stages.
Prior to Optima, Ivan held the CIO role with NuComm International. In this role Ivan helped transform the IT Service and Solution delivery environment by reducing overall cost structure through consolidation of 10 distinct PBX systems, hundreds of queues, and Toll Free and Local numbers into a single Avaya based solution running from two data centers. Ivan also advanced NuComm’s capabilities through the use of IVR and VoIP technologies .
Ivan was responsible for driving IT strategy, understanding contact center technology trends, and identifying opportunities essential for improvement of NuComm's competitive advantage and positioning in the marketplace. NuComm, also a contact center outsourcer, had a complex infrastructure ecosystem spanning 14 contact center sites on two continents with over 2,500 contact center agents.