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Thursday, June 21 | 8:00-9:15AM

Improving the Customer Interaction Experience: Strategies to Consider Before Implementing IVR in the Monitoring Center
Thursday, June 21, 2018 08:00AM - 09:15AM
Find out how Interactive Voice Response or IVR can improve your automated telephony system to better interact with callers, improve marketing information, and route calls to where they really need to go. Learn about the inbound and outbound features that will keep customers coming back and improve how you manage operations in your monitoring center.
• Step by step review of needs assessment considerations for an IVR system
• Learn how IVR impacts staffing
• Methods to improve caller experiences and reduce frustration
101 C
John Brady photo
John Brady
TRG Associates, Inc.
Peter Giacalone photo
Peter Giacalone
Giacalone Associates, LLC
A successful forty-year career in the electronic security & telecommunications industry that includes building and leading the largest third-party monitoring center in the United States of America. With his proven track record in increasing revenue and opening new market verticals, the company grew from a small regional center to the largest provider in the US with seven locations with over five hundred thousand subscribers generating more than fifty million dollars in annual revenue.

Mr. Giacalone Created the business plan, solicited the financing and secured a one hundred million dollar credit facility to fund the start-up of King Capital Financial Services, which grew to become one of the longest running Dealer Financial & Acquisition Programs in the security industry. For the past twelve years he has assisted traditional and DIY security and monitoring companies both domestically and internationally as a well-respected executive consultant. With the combination of rapid developing technology and client needs for greater competency from their telecom and network provider agents, Mr. Giacalone expanded the firm’s depth of services with the creation of Cloud Communication Technologies, LLC, a specialty value added Telecom, Network and Cloud Agency.
Morgan Hertel photo
Morgan Hertel
VP of Technology and Innovation
Rapid Response Monitoring
Since 2012, Morgan has held a leadership position at Rapid Response Monitoring Services, Inc. In May of this year, he was promoted to his new role as VP of Technology and Innovation to help his company leverage new and emerging technology in the monitoring space. As VP of Operations, he was responsible for all of operations, which included not only dispatch operations but also dealer support, software development, training, IT support and technical support for the dealers, many of which he will continue to oversee. Prior to RRMS, Morgan was Vice President and General Manager at MACE Security International for just over eight years.

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