2. About the Author
Dick Bucci is Senior Consultant for The PELORUS
Group (www.pelorus-group.com) where he specializes in
contact center technologies. He has authored eight in-
depth reports on workforce optimization applications and
numerous articles and white papers. Dick is also manag-
ing director of Technology Marketing Associates, a mar-
keting consulting firm. He has over 30 years of experience
in the telecommunications industry
Callfinity provides the easiest to use telecommunications
software, systems, and services to contact centers, service
providers, and enterprises. Since 1999, over 270 custom-
ers in six countries around the world have selected Callfin-
ity’s on-premise equipment and hosted services. For more
information about Callfinity, please visit Callfinity’s web
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