Cisco Systems has appointed Brett Shockley vice president and general manager of its Customer Contact Business Unit. Shockley joins Cisco from Spanlink Communications in Minneapolis, a long-standing Cisco channel partner, and will be based at the New England headquarters.
“Brett brings extensive experience in both traditional call centers and in the newer IP contact center market, having led the development of web-based contact centers,” said James Richardson, senior vice president. “Brett will build on our strategy and help expand the market share for Cisco’s customer contact software platform.”
Previously, Shockley served as CEO of Spanlink, which became one of the largest OEM suppliers of packaged software applications for Interactive Voice Response and Computer Telephony Integration. Prior to Spanlink, Shockley held management positions in international product management and marketing at ADC Telecommunications.
Shockley holds a patent for a telecommunications device and is a popular speaker at contact center and telecommunications shows such as the upcoming Internet Telecom Expo. He holds a BS in Mechanical Engineering from the University of Minnesota.
The Cisco Internet Communications Software Group delivers software platforms that enable enterprises, service providers and application vendors to realize the full potential of converged voice and data networks. Its Customer Contact Business Unit develops software platforms for the contact center market, estimated to reach US$14 billion by 2003, according to a recent Piper Jaffray report.