Scott Kolman

Scott Kolman

Scott Kolman is the CMO at Cresta, where he oversees the overall positioning, promotion, and branding of Cresta’s real-time intelligence platform for the contact center. Scott has an extensive background in corporate marketing and promotion of SaaS and enterprise software, and is a recognized professional with expertise in cloud contact center, customer experience, and customer service. Prior to joining Cresta, Scott held leadership positions at Five9, Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications. Scott is deeply involved in the contact center industry, and has previously spoken at various conferences including CCW, ICMI, and Aragon Transform.
AI Brings Holiday Joy to the Retail Contact Center

While the holidays are a joyous season for most of us, they can feel like a lump of coal for retail contact center agents. Between Black Friday, Cyber Monday, and the Christmas rush, retail contact centers are bombarded with calls from customers making returns, asking questions about products, or not-so-politely complaining. This spike in volume…

Brand Loyalty for Retailers Requires an Omnichannel, Data-Driven Approach

Every facet of a retailer’s business can present a challenge when it comes to providing the perfect customer experience — sales, inventory, shipping, delivery, you name it. At some point, those challenges will give rise to issues, and it’s no secret that when consumers encounter a problem, they reach out to the source to get…

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