| Mark Plakias directs all research relating to speech, operator services, and wireless media technologies and applications for The Kelsey Group. His areas of expertise include CTI, VoIP, AIN and SS7, with an emphasis on inbound (800 toll-free and intelligent call routing) operations. His work in customer relationship management includes coverage of traditional call centers, outsourced teleservices, and evolving e-service practices. Mark has 20 years of experience in research, advisory and consulting to the interactive telecommunications industry, spanning the evolution of interactive from the annuaires electroniques (electronic directories) of France Telecom's Minitel to speech recognition and 3G services for wireless. Mark holds a B.A. in American Studies from Yale University and lives in Greenwich Village. |
