Ed La Banca

Ed La Banca

Communications-based Process Automation

Work History

Work History
Oct 1999 - Present

Telecommunications Analyst & Consultant

Industry Reviews and Publication of Analyst Reports and Articles  April 2006 to present

Conduct industry reviews and produce in-depth reports on Unified Communication / Contact Center  and Data Networking systems and applications to support small to mid-size businesses (SMBs) and enterprise organizations. Write articles on Enterprise & Contact Center Communications forTelecom Reseller, TMCNet.com, Customer Interaction Solutions Magazine, Cloud Computing and others; currently co-authoring book on Business Transformation with IT Frameworks & Communication Architecture.

The Eastridge Group / Cooley Godward Cronish LLP  August 2007 to September 2008

Contract engagement performing telecommunications / contact center patent-related research: organizations included Health Insurance Provider, Shipping Services Provider, Appliance Manufacturer, Cellular Services Provider, and Cable Services Provider. Resulting expert reports were used for submission to the court.

Confidential study for leading telecom manufacturer  July 2008 to September 2008

Migration Strategies and Paths: Legacy TDM / VoIP to Unified Communications of the 4 top-tier vendors: Nortel, Avaya, Cisco Systems and Siemens; presented findings and recommendations to executive staff.

Windsor Consulting / SmileCare Inc  February 2006 to May 2006

Regional Dental Services Company with contact center and 63 dental offices: accelerated project management process for analysis, design and implementation of a pilot turn-key outbound and inbound call center system. The design included a Web-based interface to CRM software that was integrated with the enterprise' customer database for click-to-call functionality and inbound caller identification.

IBI Group / Access Services Inc Los Angeles  January 2006 to July 2006

Transportation Services Company with 1 central and 6 distributed contact centers: telecom portions were part of a Customer Relationship Management project for replacing their transportation scheduling and dispatch systems. Performed telecom needs requirements at each site; reports included current situation analysis, desired future situation, and detailed recommendations. Responsibilities included participation in customer focus groups regarding customer service and IVR requirements; and project management.

Los Angeles Department of Water & Power  February 1999 to November 2004

Multiple projects including IVR and Web customer service application design, integration and development. Subsequently was awarded major project as part of competitive bid for analysis, design and recommendations for all new enterprise and contact center systems and applications. Project included detailed scope of work and associated project management responsibilities, RFP development and formal bid process. Respondents included all of the major telecom vendors and channel partners; formulated detailed analysis and recommendations in conjunction with LADWP team members. Additional systems included analysis and RFP development for contact recording / quality monitoring and reporting, workforce management and knowledge-base applications.

Screen Actors Guild

Producers Pension & Health Plans  November 2000 to December 2002

Pension & Health Plan Administrator with 25 seat contact center that required the addition of a new remote facility. Project included analysis, design, RFP process, and recommendations of all new enterprise telecom systems including voice messaging / auto-attendant; and multi-channel contact center systems and applications including IVR; provided program management and oversight for applications design and implementation. 

Oct 1999 - Present

Principal

CollabTel

Communications-based Business Process Automation with Contact Center / Unified Communications (UC) technology as the foundation.

Designed and co-developed a process template called PROJECT Timesaver for Interactive Intelligence available. This is the only Interaction Process Automation template produced by an independent firm available for sale on their MarketPlace.

Currently working on a new process template to be announced.

Jul 1998 - Aug 1999

Sr. Product Manager - Integrated Telephony Solutions

Fujitsu Business Communication Systems

Developed and implemented business, market and product plans for the Integrated Telephony Solutions product line; provided vendor management for third-party products within the call center and messaging areas with a secondary focus on network management products. Managed FBCS' Gate Review Procedure for various product realization phases from opportunity assessment to life cycle management and worked with third-party vendors and all FBCS departments for time-sensitive deliverables. Business unit closed.

Jun 1994 - Jul 1998

Sr. Product Manager - Voice Processing / IVR

Toshiba America Information Systems

Developed and presented new Voice Processing / Interactive Voice Response (IVR) conceptual design to Engineering Department personnel; drafted initial marketing and engineering product specifications; developed and presented tactical and strategic IVR marketing and high level business planning to executive staff; assisted with the successful launch of Stratagy Voice Processing / IVR System; designed IVR demo line and showcase application for dealer technical support / customer service department.

Skills

Skills

Technical Writing

Benchmarking for Phone & Web Self-service

Product / Application Design & Project Management

IT / Enterprise & Contact Center Architecture

Business Needs Analysis & Technology Solutions

Education

Education

Associates, Electronics Engineering

Bachelor of Science University Without Walls Program

Roger Williams University