Focus on…Mike Hollett

Name? Michael Hollett

Job title? Professional Services Manager

Time in the company? 1131 working days

Where did you start? Support Analyst

 I joined CallScripter as an experienced IT support technician with project experience from working in a council IT department and a small IT services company. I started in the support department helping customers use their CallScripter application and maintain their systems.

My role initially evolved into managing CallScripter’s direct IT premise and cloud infrastructure (internal and hosted customer systems). With this expanded experience and in-depth handling of customer installation delivery my role formally changed to Platform Delivery Specialist. This involved far greater control and direction over all implementation and widespread project involvement.

The next step was to apply my self-learned coding skills and I formally begin writing internal and bespoke customer development pieces.

What does your job entail day to day?

Everything from managing our AWS server estate and writing internal business process applications/websites, to supporting worldwide partner’s infrastructure and implementation processes, to supporting script builds and providing senior technical support for the helpdesk. Sometimes I get a treat of some overnight emergency customer support thrown in.

What is your favourite part of the job: the variety of work and almost all of it is creating something

Most challenging aspect of the job? the mental drain of involvement in numerous concurrent complex technical projects every day.

Tell us a funny story. I was bought a mobile phone in high school by friends as I couldn’t see the point in them. Not the most likely start for a career in IT.

What do you look forward to when you come into work in the morning? I’m a night owl so my mornings are a different time zone.

What has working in this industry taught you? When windows updates suggests you restart the server, don’t!

What is your view on introducing social media capabilities to the product?

As social media has matured and become a true conversation medium for many businesses the need to manage it as efficiently as more traditional conversion methods will grow ever more vital. As it is no longer just a broadcast medium, its inclusion as an equal to telephone and emails within Synergy will allow businesses to truly use social media in the way that works for them.

What is your role when a new feature/integration is being developed?

As part of the wider PS team I give a customer’s view to the technical wizardry our developers pump out. It’s also our task to push for the various customer’s specific usage requirements on new general features. Helping to ensure they are flexible and applicable in the real world.
From an infrastructure and IT perspective I review deployment and maintenance implications from both premise and cloud solutions. I manage the stress testing to find out what really happens when you try and run 5000 users on a single server (spoiler; MS Windows falters before Synergy).

In your view, what is the most valuable feature of Synergy?

Synergy’s scripting flexibility allows all levels of computer users to create scripts, processes and unified systems at their own level. While developer level users can create full applications within it as a framework; Drawing together varying external processes and data sources. Less experienced users can create simpler scripts/processes or manage the visual and user instructional elements of these complex applications. This ability for the full user base to interact directly with the creation process is what separates Synergy scripting from other tools and frameworks.
This was a major task (and headache) in a previous company for me and so I appreciate what Synergy can offer for this.

What can you see in the future of Customer Service?

I see companies needing to blend their current and future disparate systems and customer touch point data feeds into a single process centre (Unified Agent Desktop). Traditionally this was telephone calls and emails being merged, with social media and chat being handled separately. As technology and customer expectations progress the need to handle these touch points in a single controllable framework, allowing cross-pollination of customer data will become a key driver. This is where the Synergy platform will shine, with its modular framework being able to accommodate current and future touch point data feeds.

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