TransUnion is one of the most recognized names in data — and one of the most underutilized tools in the contact center space.

Host Gina Gibson sits down with Zach Anderson, Senior Industry Expert at TransUnion, for a conversation that goes deeper than the brand — into the data intelligence, fraud protection, and communication tools that are changing how organizations across every industry connect with the people they serve.

From branded call display that breaks through the 80% of calls that go unanswered, to email linkage scoring that keeps contact data clean and active, to spoof call protection that stops bad actors from impersonating your brand — TransUnion is doing a lot more than most people realize.

And the results speak for themselves.

What you'll learn:

📞 Why most outbound calls go unanswered — and how branded call display helps businesses break through
🏥 How TransUnion's data and communication solutions support the entire patient journey from first outreach to last mile delivery
🔒 How spoof call protection helped a regional hospital stop bad actors who were impersonating their brand to defraud patients — and how branded calling helped restore trust in the phone channel afterward
📧 What email linkage scoring is — and how it helps businesses stop wasting outreach on outdated addresses and find active alternatives instead
⚡ How fast implementation actually is — and why businesses can start seeing results from the very first call
🌐 How these solutions apply across every industry — not just healthcare
🚀 What's coming next: customized call reasons, clickable links in missed call windows, rich text branding, and inbound caller verification to protect contact centers from robocalls and spoofed inbound traffic

👀 And stay tuned — a mutual customer will be joining Gina and Zach in a future episode to share their firsthand results

Whether you're running a contact center, managing patient outreach, fighting fraud, or just trying to get your calls answered — this episode is packed with practical insight on tools that are already delivering results today.

Timestamps:

00:13 Welcome & introduction to Zach Andersen
00:32 Zach's background: 7 years at TransUnion, healthcare focus, and the Neustar acquisition
01:20 Fun fact: Zach has visited 20+ countries — most recently the pyramids in Egypt
01:52 The TransUnion elevator pitch — beyond the credit bureau
03:09 It's not just healthcare: how TransUnion serves every industry and vertical 03:36 What sets TransUnion apart — the secret sauce behind their communication solutions
05:33 Phone Business Intelligence: the Trusted Call solution suite explained 07:23 The omnichannel side: email linkage scoring and how TransUnion cleans contact data
08:58 What implementation looks like — and how fast businesses can get up and running
10:58 What's next for TransUnion: AI, logo display, call reasons, clickable links, and rich text
13:03 Success story: how TransUnion helped a regional hospital stop spoofing and restore patient trust
15:38 Anything else the audience should know — these solutions work across every industry
16:15 Rapid fire questions with Zach
17:27 How to reach TransUnion through Gina Gibson at Think Forward

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more? Reach out to Gina Gibson at [email protected]

Most people think a hiring problem is a volume problem. This episode makes the case that it’s almost never about volume — and almost always about strategy.

Returning guest alert: Milan Batinich joined The Tech Matchmaker earlier this season and brought so much insight that we had to bring him back for a second conversation.

Host Gina Gibson sits down with Milan Batinich, Director of Business Development at Saige Partners, to dig into what’s really happening in the tech talent market right now — from the surge in demand for AI engineers to the job seekers getting lost in a flood of applicants, and the smarter approaches that are actually working on both sides.

With reach across all 50 states and specializations in engineering, IT, and professional services, Saige Partners has a front-row seat to where tech hiring is heading — and Milan doesn’t hold back on what companies and candidates are getting wrong.

What you’ll learn:

🤖 Why AI engineers are the #1 most in-demand hire in tech right now — and how companies are bridging the experience gap
📋 How one company received 600+ resumes in under 24 hours and still couldn’t fill the role — and how Saige solved it in 48 hours
🔍 The triangulation strategy Milan recommends for job seekers: why submitting your resume is just the starting point
💼 How Saige Partners is structured — the difference between business development and recruiting, and how to get your resume into the right hands
🌎 What verticals Saige focuses on — engineering, IT, professional services — and the roles they don’t take on
⚡ Why being referred or recommended in is still the single most effective way to get hired — and how to make that happen
📖 Milan’s new book: What’s the Worst That Could Happen? — on authenticity, fear, and showing up differently

Whether you’re a hiring manager struggling to find qualified candidates, a tech professional navigating a tough job market, or a leader trying to understand where the talent landscape is heading — this episode delivers practical, actionable insight.

Timestamps:
00:13 Welcome & Milan’s return to The Tech Matchmaker
00:37 What Milan has been up to — new book and joining Saige Partners
01:09 Saige Partners overview — three verticals, 50 states, and what they don’t do
02:14 What tech roles are seeing the most demand right now
03:01 How AI is changing both what companies hire for and how candidates search
04:50 The 600-resume problem — and what job seekers should actually be doing
05:56 Does platform-specific experience matter? Genesys, NICE, Five9 and the cloud debate
06:43 The biggest mistakes companies make when trying to hire
08:12 How Saige Partners works — and how to get your resume to the right person
09:07 Success story: the Winnipeg placement that came together in 48 hours
10:41 What else to know about Saige Partners — EOS, nine years in, and growing fast
11:18 Rapid fire: sounds Milan loves, sounds he hates, and the career he almost had
12:14 How to reach Milan and Saige Partners

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more? Reach out to Gina Gibson at [email protected]

#TechMatchmaker #ThinkForward #SaigePartners #TechHiring #AIJobs #RecruitmentStrategy #JobSearch #ContactCenter #CXLeadership #TalentAcquisition #Recruiting #B2BTech #TechPodcast #AIEngineers

Season 2 of The Tech Matchmaker kicks off with a three-way conversation: customer, vendor, and matchmaker. Host Gina Gibson (Think Forward) sits down with Liz Subia (QMetrics) and Dan McCann (SymTrain) to walk through a real engagement from every angle—no highlight reel, no polished pitch.

QMetrics, a highly regulated healthcare consulting firm running CMS/DMHC/DHCS-governed contact center surveys, was stuck: 32 hours of instructor-led training per survey cycle across three programs. PowerPoints, recordings, quizzes, and QA-led training had all failed. Think Forward gathered requirements, defined non-negotiables, and matched them to the right fit before any contract.

What you’ll learn:
🔍 How Think Forward’s requirements-first matchmaking beats RFPs and vendor demos
🏥 How QMetrics cut training from 32h to 4h (87.5% reduction) in a compliance-heavy center
💰 What $28k+ savings looks like across a 31-agent team
⏱️ How 432 total training hours were eliminated across three survey programs
✅ What smooth implementation looks like when requirements align before signing
🚀 Why Liz is expanding SymTrain to additional departments
💡 What all three sides say made this work—and what other buyers can copy

Real process. Real numbers. Real story.

Timestamps:
00:13 Welcome to Season 2 & what makes this episode different
01:23 Meet Liz Subia: QMetrics, healthcare CX, and the contact center she runs
02:18 Dan McCann reintroduces SymTrain's AI coaching platform
03:11 What was breaking down on the floor before Think Forward got involved
05:06 What QMetrics had already tried — and why nothing worked
07:04 How Think Forward's matchmaking process works and why one vendor was the right answer
08:32 Dan on what a pre-qualified, matchmaker-sourced opportunity feels like vs. a cold RFP
10:03 What made Liz say yes: the ROI deck, the demo, and the values alignment
11:44 How clear upfront requirements made contracting faster and cleaner
13:35 Implementation: what went smoothly, where the friction was, how the team responded
17:56 Did SymTrain deliver what they promised? Liz answers directly.
23:17 The numbers: 32 hours to 4, $14,000+ saved, 432 hours of training eliminated
27:32 The single decision that made this project succeed
28:48 What Liz wishes she had known going in
29:44 What QMetrics did as a client that made implementation better
31:15 Gina's observation: what great matchmaking looks like from the outside
32:17 Where QMetrics is taking SymTrain next: 10 departments, policies, and procedures
34:13 SymTrain's roadmap: generative AI, auto-created simulations, agentic coaching
37:21 Closing: how to reach Think Forward and what to do if you're facing a technology decision

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more about matchmaking? Reach out to Gina Gibson at [email protected]

In our season one finale of The Tech Matchmaker, host Gina Gibson sits down with Molly Moore, Chief Operating Officer of Liveops, to explore how one of the original innovators in the contact center space is leading the charge into the AI era — without losing sight of what makes great CX: the human element.

Molly shares how Liveops has built a model that combines highly skilled, on-demand independent contractor agents with intelligent technology and real data insights to help brands scale quickly while maintaining quality. She also introduces LiveNexus, Liveops' new platform that lets companies test and validate AI capabilities in real operations before ever going to production.

From the pitfalls of premature automation to what governance in AI actually looks like, this episode is a must-watch for CX leaders navigating one of the most transformative moments in the industry's history.

⏱️ TIMESTAMPS

00:00 – Welcome & Introduction
00:16 – Molly's background and what drew her to Liveops
01:30 – What you won't find on Molly's LinkedIn
01:54 – The Liveops elevator pitch
03:06 – The on-demand IC model: talent pool and competitive advantage
05:23 – Ensuring quality and consistency at scale
07:48 – AI in CX: where companies are getting it wrong
12:37 – Introducing LiveNexus: testing AI in real operations
14:40 – How Liveops stays ahead of CX trends
18:15 – Final thoughts: the future isn't about replacing people
18:50 – Rapid fire: favorite sound, least favorite sound, dream profession
19:15 – Where to find Liveops and connect with Molly

👉 Subscribe to The Tech Matchmaker: youtube.com/@ThinkForwardLLC

📎 Follow us on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about Liveops? Reach out to Gina Gibson at [email protected] or visit Liveops.com.

Topics include: contact center technology, customer experience, AI in CX, BPO, workforce management, on-demand agents, independent contractors, agent engagement, AI adoption, contact center leadership, CX transformation, LiveNexus, AI governance, agent training, speed to proficiency, CX orchestration, remote workforce, enterprise CX solutions, and the future of customer experience.

#ContactCenter #CustomerExperience #AI #CXLeadership #Liveops #BPO #WorkforceManagement #OnDemandAgents #TechMatchmaker #GinaGibson #MollyMoore #ContactCenterTech #AIinCX #LiveNexus #AgentEngagement #CXTransformation #FutureOfWork #IndependentContractors #ContactCenterLeadership #ThoughtLeadership #TechPodcast #CustomerSuccess #CXStrategy #AIGovernance #WorkforceOptimization #ContactCenterSolutions #B2BTech #EnterpriseSolutions #IndustryInsights #GigEconomy #RemoteWork #AIAdoption #DigitalTransformation #OperationsLeadership #CXInnovation #CustomerService #CallCenter #HumanAI #SaaS #EnterpriseAI #WorkforceSolutions #AgentExperience #BusinessLeadership #ScalingBusiness #COO #WomenInTech #WomenInLeadership #TechLeadership #FutureOfCX #AIStrategy #ResponsibleAI #CustomerServiceTech #ServiceExcellence #ContactCenterOptimization #OutsourcingStrategy #TalentStrategy #EmployeeExperience #HRTech #WorkplaceCulture

Is your contact center's knowledge management system actually delivering knowledge — or just storing data nobody can find fast enough?

In this episode of The Tech Matchmaker, host Gina Gibson sits down with Dan Keddy, Vice President of Channel Sales at Procedureflow, to explore how visual knowledge management is transforming agent training, performance, and the customer experience across some of the most complex and regulated industries in the world.

Built on the insight that 65-70% of people learn visually, Procedureflow replaces text-heavy SOPs and PDFs with validated, curated, visual flowcharts — getting agents to the right answer faster, cutting training times in half, and now powering AI agents with the same knowledge foundation as human ones.

What you'll learn:

✓ Why most knowledge management systems are really just document management in disguise

✓ How visual flowcharts using six shapes and six colors help agents jump to the right answer instantly

✓ How Procedureflow is cutting training times by up to 50% and reducing AHT for complex industries

✓ Why regulated industries like utilities, insurance, and banking are seeing the biggest impact

✓ How the new AI Process Designer builds fully flowcharted processes in real time using AI ✓ Why getting your knowledge foundation right is the critical first step before deploying AI agents

✓ How Procedureflow is tackling the tribal knowledge crisis in municipalities and government

Whether you're running a contact center, leading a training program, or figuring out how to make AI work in your operation — this conversation reveals why the foundation of great CX starts with great knowledge.

Timestamps:

00:19 - Meet Dan Keddy: 25+ years in SaaS sales from Xerox to Salesforce to Procedureflow
00:46 - Fun fact: Dan lived in Aruba at 16
00:58 - The Procedureflow elevator pitch: visual knowledge management
02:13 - Results customers are seeing: cutting training times by up to 50%
03:24 - Why visual knowledge management has become critical for contact centers
04:23 - Where Procedureflow fits in your tech stack
06:06 - Where Procedureflow is making the biggest impact: utilities, insurance, banking 07:37 - What's next: the agentic API and AI for human and virtual agents
09:34 - The AI Process Designer: building flowcharted processes in real time
09:42 - Success story: major health insurer cuts training by 40% and reduces AHT
12:25 - Tribal knowledge and the municipal government opportunity
12:35 - The power of partnerships and channel: 25-30% of revenue and growing
13:27 - Integrations: NICE, Genesys, AWS, Salesforce and what's coming with MCP
14:17 - Rapid fire questions
15:58 - How to connect with Procedureflow and closing remarks

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more? Reach out to Gina Gibson at [email protected]

#KnowledgeManagement #ContactCenterTech #VisualLearning #AgentTraining #CustomerExperience #ContactCenter #AIinContactCenter #ProcedureFlow #TechMatchmaker #GinaGibson #BPO #UtilitiesTech #InsuranceTech #FinancialServices #AgentPerformance #SpeedToProficiency #SingleSourceOfTruth #WorkforceManagement #ContactCenterSolutions #AHT #TrainingEfficiency #KnowledgeBase #SaaS #B2BTech #EnterpriseSolutions #ThoughtLeadership #TechPodcast #IndustryInsights #CustomerSuccess #AgentEmpowerment

Is your contact center losing agents because of burnout, isolation, and blind-sided coaching sessions? There's a better way.

In this episode of The Tech Matchmaker, host Gina Gibson sits down with Eli Cox, CEO and Owner of Snowfly Performance, and Emmett Johnson, Director of Strategic Partnerships, to explore how behavioral science, gamification, and human-centered AI are transforming agent retention and performance in the modern contact center.

With roots in psychological principles dating back to 1999 and a product built for the realities of remote, high-turnover environments, Snowfly is helping contact centers move from checkbox quality programs to genuine speed-to-proficiency tools — all at a price point that works for BPOs and enterprise alike.

What you'll learn:

✓ Why most gamification programs create diminishing returns within 3–6 months — and how Snowfly breaks that cycle

✓ How agent dashboards reduce blindside coaching and dramatically improve tenure

✓ Why Snowfly's AI hit 90–93% AQM accuracy before hallucinations were even a known problem

✓ How one BPO used AI Insights to build a scorecard, SLA, and LMS content in just 14 days ✓ Why remote work is quietly killing agent tenure — and the communication tools Snowfly is building to fight back

✓ The "fire analogy" for AI every contact center leader needs to understand

✓ How to crawl, walk, run into AI adoption without a massive financial commitment

Whether you're running a BPO, managing healthcare outreach, insurance communications, or financial services operations — this conversation reveals how putting humans first is the smartest performance strategy you can adopt in 2026.

Timestamps:
00:01 - Welcome and introductions
00:19 - Meet Eli Cox: from junior developer to CEO
01:27 - Meet Emmett Johnson: from Wall Street to SaaS
02:09 - The Snowfly elevator pitch (penthouse edition)
05:06 - What sets Snowfly apart: white glove, a la carte, and product-first
07:55 - How Snowfly tackles agent retention in a high-turnover industry
08:21 - Why agent dashboards are the most neglected retention tool on the market
10:45 - Remote work, isolation, and building culture in a digital world
12:10 - Real results: manual QA, speed to proficiency, and the supervisor-as-advocate model
15:08 - AI in the contact center: the good, the bad, and the fire analogy
17:18 - AI Insights in action: identifying where agents lose callers in real time
19:13 - Success story: 14 days to scorecard, SLA, and LMS — 4 months ahead of schedule 22:27 - What's next for Snowfly: communication, community, and the case for play at work 25:58 - Emmett's take: the crawl-walk-run approach to AI adoption
28:43 - Rapid fire questions
31:19 - How to connect with Snowfly and closing remarks

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more? Reach out to Gina Gibson at [email protected]

Snowfly's philosophy is simple but rare: put the human first, and the performance follows. Built on psychological principles and designed to make agents feel seen, supported, and empowered — this is what gamification actually looks like when it's done right. If you're managing a contact center and still think gamification means leaderboards, this episode will change how you see everything.

Is your contact strategy failing because customers don't trust your calls?

In this episode of The Tech Matchmaker, host Gina Gibson sits down with Lindy Neustaedter, Executive Director of Branding and Data Solutions at Pacific East, to explore the critical role of branded communications in today's contact landscape. With over 35 years of industry expertise, Pacific East has pioneered solutions that combine contact data verification with carrier-direct branded calling — delivering results that generic solutions simply can't match.

What you'll learn:
✓ How carrier algorithms determine spam tagging and what triggers red flags
✓ Why the voice channel remains the most effective way to reach customers in 2026
✓ How Pacific East's direct carrier relationships enable 2-hour remediation vs. days of downtime
✓ The critical calling practices that trigger algorithm penalties (even for branded numbers)
✓ How to achieve 200%+ increases in answer rates with the right strategy
✓ Real-world proof: why white-glove service still matters in an automated world

Whether you're managing healthcare patient outreach, insurance member communications, financial services client connections, or any contact-intensive operation — this conversation reveals how to cut through the noise and reconnect with your customers.

Timestamps:
00:01 - Welcome and introduction
00:26 - Meet Lindy Neustaedter: dual life between Canada and Arizona
02:18 - The Pacific East elevator pitch: 35+ years of contact data solutions
06:20 - Is voice still the most effective channel in 2026?
08:30 - The psychology of branded calling: trust and familiarity
10:17 - How branded calling works: the technical integration
13:16 - Remediation secrets: why Pacific East is different
15:25 - Differentiators: human touch vs. automated solutions
17:49 - Common triggers for spam tagging (and how to avoid them)
20:00 - The contact data connection: why accurate numbers matter
21:21 - Proof in the pudding: testing solutions before you buy
23:57 - Rapid fire questions
24:17 - How to connect with Lindy and Pacific East

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more? Reach out to Gina Gibson at [email protected]

About Pacific East: Pacific East has been a leading provider of contact data verification solutions for over 35 years, helping organizations maintain accurate, compliant contact databases. As pioneers in branded calling technology, they work directly with wireless carriers to deliver comprehensive branding and remediation services across AT&T, T-Mobile, and Verizon. Their platform-agnostic approach serves clients across healthcare, insurance, financial services, and beyond.

#BrandedCalling #ContactCenterTech #CustomerExperience #SpamTagging #VoiceChannel #ContactData #DataSolutions #TelecomInnovation #CustomerEngagement #HealthcareTech #InsuranceTech #FinancialServices #BPO #ContactCenterSolutions #CallRemediation #PacificEast #TechMatchmaker #GinaGibson #BusinessCommunications #DigitalTransformation #CustomerOutreach #OmniChannel #TelecomSolutions #DataVerification #ContactStrategy #AnswerRates #CustomerTrust #BrandedCommunications #EnterpriseAI #ContactCenterOptimization #CarrierCompliance #AlgorithmManagement #CustomerService

Can your dialer keep up with your growth? Or are you losing deals in the seconds it takes to connect?

In this episode of The Tech Matchmaker, host Gina Gibson is joined by Darrin Koehler, Head of Partnerships at Convoso, for an in-depth discussion on how high-performing sales teams are eliminating low contact rates, compliance risks, and costly agent idle time through purpose-built AI-powered outbound dialing technology.

Darrin shares the hard truth many sales leaders don't realize: most dialers aren't built for high-volume outbound at scale. He walks through real customer stories, including Medigap Life, which tripled revenue in months after switching to Convoso, boosting contact rates by 40% and eliminating voicemail leaks with 200+ agents handling scale without downtime.

This conversation is especially relevant for sales directors, contact center leaders, and revenue operations professionals responsible for outbound performance, lead generation, and compliance in heavily regulated industries.

TIMESTAMPS

00:01 - Welcome and introductions

00:20 - Darrin's 20-year journey in sales and partnerships

01:05 - Fun fact: Fascinated by the universe's profound mysteries

01:49 - What is Convoso? The elevator pitch

02:44 - Top use cases: Performance and compliance challenges Convoso solves

04:07 - Signs you've outgrown your dialer: Scale and regulatory complexity

05:47 - How Convoso fits into your existing tech stack and CRM integrations

07:08 - Industries where Convoso excels: Insurance, home services, financial services, lead gen

07:41 - Success story: Medigap Life triples revenue in months

08:43 - Key differentiators: Speed, scale, compliance, and dedicated customer success

10:38 - What's next for Convoso in 2026: Channel partnerships and enhanced features

11:40 - Industry trends: Agentic AI, compliance evolution, and the future of outbound

13:31 - Rapid fire questions with Darrin Koehler

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more about Convoso? Reach out to Gina Gibson at [email protected]

Topics include: outbound dialing, contact center technology, lead generation, sales performance, AI-powered dialers, caller ID reputation management, compliance management, agent productivity, contact rates, idle time reduction, Medicare sales, insurance sales, home services, solar sales, financial services, debt consolidation, performance marketing, cloud dialer platforms, omnichannel solutions, CRM integration, Salesforce integration, revenue operations, sales automation, agentic AI, customer success, and high-volume outbound operations.

#TheTechMatchmaker #Convoso #ThinkForward #GinaGibson #OutboundDialing #ContactCenter #LeadGeneration #SalesTech #CCaaS #ContactCenterTechnology #AIinSales #CallerIDReputation #ComplianceManagement #SalesPerformance #OutboundSales #ContactRates #AgentProductivity #DialerTechnology #InsuranceSales #MedicareSales #HomeServices #SolarSales #BathroomRemodels #PestControl #FinancialServices #DebtConsolidation #DebtSettlement #DebtRelief #PerformanceMarketing #LeadGen #SalesAutomation #CloudDialer #OmniChannel #CustomerExperience #CXTech #RevOps #SalesOperations #ContactCenterSolutions #DialerPlatform #SalesEnablement #RevenueGrowth #AgenticAI #SalesforceCRM #CRMIntegration #ConvosoIgnite #DIDManagement #SpamMitigation #RegulatoryCompliance #ITLeadership #SalesLeadership

What happens when downtime costs your company $150,000 per day?

In this episode of The Tech Matchmaker, host Gina Gibson is joined by Sarah Freeman, Director of Cloud Services West from Sky Data Vault, for an in-depth discussion on how businesses are eliminating data loss risk and costly downtime through white-glove managed cloud services.

Sarah shares the hard truth many organizations don't realize: Microsoft 365, SharePoint, and OneDrive aren't backups—and Microsoft explicitly states you need third-party protection. She walks through real customer stories, including one company that discovered their two-week recovery time would cost $150K daily, and another that lost their entire Entra ID and had to rebuild from scratch.

This conversation is especially relevant for IT directors, CIOs, and business leaders responsible for data protection, disaster recovery planning, and cloud infrastructure decisions.

What you'll learn:

✓ Why private cloud infrastructure is experiencing rapid growth as teams become more dispersed

✓ The truth about Microsoft 365, SharePoint, OneDrive, Salesforce, and Entra ID backups

✓ How one customer's $150K/day downtime cost led to an immediate contract signing

✓ The "stretching into the cloud" approach that enables gradual workload migration

✓ How managed services free up internal IT teams to focus on modernization and AI projects

TIMESTAMPS
00:00 - Introduction to Sarah Freeman and Sky Data Vault
00:57 - Sarah's 21-year journey in tech (and being a certified crazy cat lady)
01:34 - Why data access is critical for modern dispersed teams
02:22 - How Sky Data Vault differs from traditional data loss prevention tools
03:13 - The impact of AI on infrastructure and data protection needs
04:56 - The Microsoft 365 backup myth: Why OneDrive isn't a backup
05:55 - Expanding into Salesforce and Entra ID backup solutions
07:13 - The $150K/day downtime story that closed a deal immediately
08:19 - Professional services: Active Directory cleanup before migration
09:37 - "Stretching into the cloud" for gradual migration
10:31 - Rapid fire questions with Sarah Freeman

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more about Sky Data Vault? Reach out to Gina Gibson at [email protected]

Topics include: data protection, disaster recovery, private cloud infrastructure, managed services, Microsoft 365 backups, SharePoint backups, OneDrive backups, Salesforce backups, Entra ID backups, Azure Active Directory, cloud migration strategies, ransomware protection, business continuity planning, IT infrastructure management, SaaS backup solutions, Active Directory cleanup, white-glove service delivery, and working through trusted advisor partnerships.

#TheTechMatchmaker #SkyDataVault #ThinkForward #GinaGibson #DataProtection #DataBackup #DisasterRecovery #CloudServices #PrivateCloud #ManagedServices #DataSecurity #BusinessContinuity #Ransomware #DataLoss #Microsoft365 #Microsoft365Backup #SharePoint #SharePointBackup #OneDrive #OneDriveBackup #SalesforceBackup #EntraID #AzureActiveDirectory #CloudMigration #ITInfrastructure #CyberSecurity #DataRecovery #CloudStorage #EnterpriseTech #TechInnovation #ITManagement #CloudComputing #DataManagement #BusinessResilience #DisasterRecoveryPlanning #SaaSBackup #ITLeadership #CIO #ITDirector #IaaS #BaaS #DRaaS #Salesforce

How do you turn Spanish-speaking agents into high-performing English customer service reps without years of language training? Alliance BPO built AI technology to do exactly that.

In this episode of The Tech Matchmaker, host Gina Gibson is joined by Juan "JC" Caire, Co-Founder and CEO of Alliance BPO Services, who started as an overnight sales agent 20 years ago and built a nearshore BPO now operating across three continents.

JC shares how Alliance's proprietary AI-powered real-time translation technology enables Spanish-speaking agents to serve English-speaking customers with the same performance metrics as bilingual teams—and drove $1M in incremental revenue for a single e-commerce client.

What you'll learn:

✅ How AI translation unlocks talent pools without requiring bilingual agents

✅ The exact optimization strategies that generated $1M in new revenue (exit intent pop-ups, abandoned cart recovery, daily execution)

✅ Why Alliance sees other BPOs as partners, not competitors—and how that mindset drives growth

✅ Live demo of 42-language real-time translation technology in action

✅ How to expand strategically through partnerships (South Africa, Ethiopia) without building from scratch

✅ Which verticals are seeing strongest demand: financial services and legal intake



This episode is especially relevant for CX leaders, contact center decision-makers, and organizations evaluating BPO partnerships or exploring how AI can enhance team capabilities without replacing talent.

Timestamps

00:01 – Introduction

00:15 – JC Caire joins the show

01:07 – Alliance BPO's origin story: from 10 agents to 300

03:03 – Seven verticals and strongest demand areas

05:11 – Expanding to South Africa and Ethiopia 06:26 – Building AI-powered real-time translation

10:22 – Live demo: AI translation in action

13:39 – Partnerships over competition

16:05 – Success story: $1M incremental revenue for e-commerce client

19:33 – Advice for aspiring entrepreneurs

21:08 – Rapid-fire questions

22:12 – How to learn more



👉 Subscribe to The Tech Matchmaker: youtube.com/@ThinkForwardLLC

📎 Follow us on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about Alliance BPO Services? Visit AllianceBPOServices.com or reach out to Gina Gibson at [email protected]



Topics include Alliance BPO Services, nearshore outsourcing, AI translation technology, multilingual contact centers, BPO partnerships, financial services BPO, legal intake services, e-commerce customer support, strategic partnerships, and contact center innovation.

#TheTechMatchmaker #AllianceBPO #JuanCaire #BPO #BPOServices #ContactCenter #CallCenter #ContactCenterSolutions #AITranslation #RealTimeTranslation #MultilingualSupport #LanguageTechnology #NearshoreOutsourcing #OffshoreOutsourcing #GlobalTalent #Mexico #CustomerExperience #CX #CustomerService #ContactCenterManagement #LegalIntake #PersonalInjury #FinancialServices #DebtRelief #Healthcare #EcommerceBPO #AbandonedCart #ConversionOptimization #AIinBusiness #AITools #TechInnovation #EmergingTech #StrategicPartnerships #BusinessGrowth #Entrepreneurship #ScalingBusiness #CXLeadership #OperationsManagement #DigitalTransformation