30-year veteran of ComputerTalk, Dennis performed many roles as the company
grew and continues to grow. Dennis is
very passionate about ComputerTalk’s flagship product, the ice Contact Center
and has always provided keen insight into its design and feature
as a Software Developer, Dennis created ComputerTalk’s first generation CTalk
IVR product which allowed custom applications to be rendered in a scripting
language called XL. CTalk was very successful in the late 1980’s, and several financial institutions became
customers for such applications as telephony banking, and credit card
the 1990’s Dennis took on the role of Director of Product Development, as
ComputerTalk embarked on building a new platform called ice – Intelligent
Communication Exchange – a call switching platform, capable of performing PBX
like functionality and call queueing.
This early version of ice, based on the IBM OS2 platform was deployed
throughout Canada, and it was resold in
Europe by Datapoint Corporation. The ice product, released in 1993, was
all-in-one, IVR self-service, ACD, and native CTI, with an agent soft-client.
It was also full multi-tenantable as Dennis envisioned that ice would appeal to
enterprise customers with independent business units sharing the same hardware
platform. In 1996, this design insight
allowed ComputerTalk to begin offering multi-tenant hosted IVR services,
followed by hosted call center services in 1998.
the decade of the 2000’s, Dennis took on the role of Chief Technology Officer
(CTO) to oversee Product Development, QA, internal automation, as well as to boost
the company’s cloud services platform. Early
in this decade, ComputerTalk released the second-generation ice product, based
on Windows NT. As an early hosting
service provider, ComputerTalk gained much success offering cloud-based contact
center services through a partnership with Bell Canada that began in 1995.
There was also significant premises-based
deployments of ice for Utilities, Retailers, and Finance Institutions. Other
product enhancements included: multi-channel communication (voice, email, web
chat), speech recognition and text to speech, call recording, progressive and
predictive dialing, surveys and integration with Microsoft Speech Server (MSS)
and Live Communication Server (LCS).
the 2010’s, Dennis became more focussed on equipping ComputerTalk Sales with
his vast technical and application expertise, accelerating their onboarding as
well as streamlining the sales process. To this end, Dennis works mainly as a
Senior Sales Engineer and Application Design Specialist. Dennis also does a lot
of hands-on integration work with
Dynamics 365, Dynamics CRM, Salesforce, and
Service Now, but he is also familiar with older methods of interoperability
with legacy systems including terminal emulation. In the last two years, Dennis
has been working closely with Computer Talk’s US Sales to achieve a common set
of goals: advance its footprint of ice
deployments, boost its presence in the US market and develop new sales
ice stands as the only enterprise-class, native contact center for Skype for
Business that continues to be all-in-one and PBX agnostic.
to joining ComputerTalk, Dennis was as a Software Developer, working for such
organizations as Trilogy Business System in New Zealand, Prior Data Sciences in
Ottawa, Government of Canada – Energy, Mines and Resources, and Waterloo
Systems Group, in a variety of fields including real-time programming,
interactive voice response, operating systems, and creating a graphical editor.
is an honors graduate of the University
of Waterloo, with a Bachelor of Mathematics degree n the joint disciplines of Computer
Science and Applied Mathematics.