Randy Goldberg serves as the Executive Vice President of IVR, AI, and Speech Technologies at Speech-Soft Solutions, where he plays a pivotal role in shaping the future of customer service technologies. With extensive expertise in Interactive Voice Response (IVR) systems, natural language processing, and conversational...
Randy Goldberg serves as the Executive Vice President of IVR, AI, and Speech Technologies at Speech-Soft Solutions, where he plays a pivotal role in shaping the future of customer service technologies. With extensive expertise in Interactive Voice Response (IVR) systems, natural language processing, and conversational AI, Randy leads the charge in developing innovative solutions that enhance customer engagement across multiple channels, including chat, web, and mobile platforms. His deep understanding of both on-premises and cloud-based technologies, such as Cisco, Avaya, and Genesys, enables him to craft tailored strategies that meet the unique needs of clients in complex environments.
At Speech-Soft, Randy is responsible for owning the IVR managed service and speech practices, ensuring that the company remains at the forefront of technological advancements. He actively interfaces with prospective clients to diagnose their needs, leveraging his strong communication skills and business analysis acumen to sell products and professional services that drive value. His leadership in navigating large matrixed organizations and implementing Agile and Waterfall development methodologies has been instrumental in the successful migration and integration of contact centers, particularly within the healthcare insurance industry.
Randy's commitment to excellence is further demonstrated through his involvement in merger and acquisition initiatives, where he ensures seamless IVR transitions that align with best practices. His cross-functional team leadership and expertise in product lifecycle management empower his teams to deliver cutting-edge solutions that not only meet but exceed client expectations. As a thought leader in the industry, Randy continues to push the boundaries of what's possible in speech technologies, positioning Speech-Soft Solutions as a trusted partner for organizations looking to innovate their customer service operations.
