Ever wish you could turn every customer conversation into actionable business intelligence? In this episode of The Tech Matchmaker, Gina Gibson sits down with Chris Dickens, VP of Sales at Yactraq, to explore how they’re helping organizations do exactly that.

You’ll discover how Clara AI delivers insights 34,000x faster than a human, why separating customer and agent sentiment changes the game, and how features like super summaries and auto-summarization free up agents to focus on what matters most — the customer.

Plus, Chris shares real-world success stories, from highly regulated industries proving ROI to companies that finally established baselines they never had before.

⏱ Episode timestamps:
00:48 – Meet Chris Dickens & his focus on outcomes over features
03:31 – Yactraq’s elevator pitch
05:44 – Key differentiators: cost, customization, gold-standard reputation
07:39 – Clara AI: AI-powered insights at unmatched speed
10:06 – Unique features: sentiment separation, super summaries, CRM integration
12:35 – Common pitfalls in AI implementations & how to avoid them
15:27 – Customer success story: from no baseline to measurable ROI
18:00 – What’s next for Yactraq

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/
📩 Want to learn more about Yactraq? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #GinaGibson #ChrisDickens #Yactraq #SpeechAnalytics #AI #MachineLearning #CXInnovation #CustomerExperience #ContactCenterTech #CXStrategy #ThinkForward #AgentTools #SupportAutomation #CallCenterSoftware #BusinessIntelligence #Enterprise #OmnichannelSupport

What if your workforce management, AI agents, and BPO oversight all lived in one place? In this episode of The Tech Matchmaker, Gina Gibson sits down with Annelies Husmann, VP of Sales at Assembled, to explore how they’re redefining support operations.

You’ll hear how Assembled’s platform — born from a background in customer support — combines AI chat agents, Co-Pilot tools, and real-time visibility to make agents happier, leaders smarter, and customers more satisfied.

Plus, Annelies shares the Canva success story: a company using AI not to replace people, but to empower them — proving that great CX starts with great agent experiences.

⏱ Episode timestamps:
00:49 – Meet Annelies Husmann & her global sales team
01:48 – Assembled’s elevator pitch: all-in-one support ops platform
02:21 – Born in workforce management, built for agent success
03:06 – AI chat agents + Co-Pilot: efficiency and empowerment
04:05 – The single-pane-of-glass differentiator
05:24 – How Assembled stays ahead of industry trends
05:44 – Canva success story: happier agents, stronger CX
07:39 – Serving multiple verticals from FinTech to HealthTech
08:29 – Merging human + AI for the future of CX

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/
📩 Want to learn more about Assembled? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #GinaGibson #AnneliesHusmann #Assembled #WorkforceManagement #AI #CXInnovation #CustomerExperience #ContactCenterTech #CXStrategy #ThinkForward #AgentTools #SupportAutomation #CallCenterSoftware #Enterprise #BPOManagement #AgentExperience #WFM

From Johannesburg to global boardrooms, Nutun is showing how a BPO can deliver measurable business results while making a lasting social impact.

In this episode of The Tech Matchmaker, host Gina Gibson sits down with Bryce Cressy, VP of International Partnerships & Strategic Solutions, to uncover how Nutun is blending proprietary AI, process redesign, and human empathy to elevate CX and debt collection across industries.

They also explore Nutun’s deep commitment to social responsibility — from Shadow Careers and One Agent, One Child to creating pathways for youth employment in South Africa. Plus, Bryce shares a powerful fintech fraud management success story and his insights on the future of telehealth, retail, and voice AI translation.

📌 Timestamps:
00:49 — How Nutun blends proprietary AI with human empathy for better outcomes
02:15 — Overcoming misconceptions about outsourcing to South Africa
05:57 — Community programs that change lives, like One Agent, One Child
08:38 — Training and employing youth through Shadow Careers
10:56 — What “ethical AI” means in practice — and why it matters
13:12 — Transforming fraud operations for a U.S. fintech leader
17:10 — Future trends in telehealth, retail, and voice AI translation

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/
📩 Want to learn more about Nutun? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #GinaGibson #BryceCressy #Nutun #CCaaS #AI #ContactCenterTech #CustomerSuccess #CustomerExperience #CXLeadership #DebtCollection #EthicalAI #TechPodcast #ThinkForward #CXInnovation #CustomerSupport #ContactCenterSolutions #ConversationalAI #AgentTools #CallCenterSoftware #SupportAutomation #CXStrategy #Enterprise #WFM #Nonprofit #Philanthropy

Klearcom’s Michael Kinsella joins Gina Gibson to break down why automated testing is no longer optional for enterprises. Whether it’s toll-free reliability, IVR performance, or mobile testing with real-world noise, Klearcom is ensuring global customers stay connected without frustration.

Here’s what you’ll learn in this episode:
• How Klearcom tests across 340+ carriers and 100+ countries
• Why Pfizer relied on Klearcom to validate massive migration projects
• How automated testing pinpoints unreachable numbers and carrier-level issues
• Why clinical trial hotlines and critical customer calls can’t afford downtime

⏱️ Timestamps:
0:30 — Michael’s background and Klearcom overview
2:00 — Testing mobile, noisy, and real-world call scenarios
4:50 — Differentiators: global coverage & human-verified alerts
7:00 — Pfizer migration story & enterprise use cases
10:40 — Clinical trial hotlines and critical numbers
12:30 — Roadmap: conversational AI and omnichannel testing

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/
📩 Want to learn more about Klearcom? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #Klearcom #MichaelKinsella #CX #CustomerExperience #ContactCenter #Telecom #IVR #Automation #AI #WFM #CCaaS #CustomerTrust #EnterpriseIT #TelecomInnovation #CustomerSupport #VoiceTesting #OmnichannelCX #DigitalTransformation #CloudTechnology

What does a modern BPO look like in 2025? It’s no longer just about staffing — it’s about optimizing tech, leveraging AI, and driving innovation.

In this episode of The Tech Matchmaker, Gina Gibson chats with John Coulter, VP of Five Star Call Centers, about how BPOs are becoming true partners in transformation.

✨ In this episode, you’ll learn:
• How Five Star helps companies maximize their existing technology stacks
• Why digital agents and AI are changing the role of BPOs
• What real-time speech-to-speech interpretation could mean for the industry

📌 Jump to key moments:
00:23 – John Coulter’s background and career journey
01:36 – What Five Star Call Centers does today
02:32 – Who should consider a BPO?
03:27 – Differentiators: scale, tech expertise, and vertical focus
05:36 – Client success stories and 20-year partnerships
07:20 – Future of BPO: AI, digital agents, and speech-to-speech translation
09:12 – Criteria for choosing a BPO partner
10:10 – Rapid fire: John’s favorite and least favorite words

📅 Episode dropped today — watch now!
📩 Want to learn more about Five Star Call Centers? Reach out to Gina Gibson at [email protected]
📺 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for updates and insights: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

#TheTechMatchmaker #GinaGibson #JohnCoulter #FiveStarCallCenters #BPO #CCaaS #ContactCenterTech #CustomerExperience #EmployeeEngagement #CXLeadership #FutureOfWork #AI #CXStrategy #CXInnovation #CustomerSupport #TechPodcast #WorkforceManagement #Outsourcing #BusinessProcessOutsourcing #CallCenter #DigitalTransformation #CustomerCare

Can you really predict attrition before it happens? Andrew Cook, CEO & Founder of HeadsUp, joins Gina Gibson on The Tech Matchmaker to reveal how real-time engagement data is changing the way companies retain talent and strengthen culture.

✨ In this episode, you’ll learn:
• Why annual surveys miss the mark compared to weekly pulse surveys
• How one BPO reduced early attrition by 19%
• The hidden drivers of engagement you might be overlooking
• Why employee experience = customer experience

📌 Jump to key moments:
00:46 – Meet Andrew Cook
02:17 – HeadsUp elevator pitch
03:52 – Why pulse surveys work
05:32 – Overcoming resistance to engagement programs
06:44 – What sets HeadsUp apart
10:05 – BPO success story: cutting attrition rates
11:55 – Andrew’s time machine advice to founders

📅 Episode dropped today — watch now!
📩 Want to learn more about HeadsUp? Reach out to Gina Gibson at [email protected]
📺 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC

📎 Follow us on LinkedIn for updates and insights: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

#TheTechMatchmaker #HeadsUp #EmployeeEngagement #CCaaS #ContactCenterTech #CXLeadership #Attrition #Retention #CustomerExperience #EmployeeExperience #WFM #BPO #FutureOfWork #Leadership #CXStrategy #CXInnovation #WorkforceAnalytics #TechPodcast

In this episode, Gina Gibson sits down with Tyler Dixon, SVP of Customer Growth at LivePro, to explore how purpose-built knowledge management is transforming contact centers in the AI era.

📌 What you’ll learn:

🏆 Why “right answer fast” isn’t just a slogan — it’s measurable ROI
🤖 How AI agents tap into LivePro for consistent, accurate responses
🏥 How industries like finance, medical, and retail are leveraging LivePro’s flexibility
📊 Which KPIs improve most when knowledge is easy to find and trust

⏱ Timestamps:
00:48 – Tyler’s background & surprising personal fact
02:01 – What LivePro does & why knowledge management matters
03:00 – Features that set LivePro apart from other platforms
04:13 – Delivering “the right answer fast” with confidence scoring
06:23 – Customer success story: Atlanticus
07:59 – KPIs improved with LivePro
09:10 – New “Lunar” voice bot feature
10:13 – Integrations with CCaaS, CRM, and AI platforms

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about LivePro? Reach out to Gina Gibson at [email protected].

#LivePro #KnowledgeManagement #CX #CustomerExperience #ContactCenterTech #AgentTools #KnowledgeBase #CCaaS #CustomerSupport #CXInnovation #CustomerSuccess #ThinkForward #ContactCenterSolutions #TechPodcast #CXStrategy #Enterprise

From mental health counseling to leading tech-for-good initiatives, John Badstubner brings a unique perspective to this episode of The Tech Matchmaker. Host Gina Gibson explores how ServiceNow is helping organizations 🌍 unify systems, 🛠 streamline workflows, and 🤖 integrate secure, focused AI that drives real results.

This conversation dives deep into the challenges of disconnected tools, budget constraints for nonprofits, and the growing role of AI in creating smoother, faster customer and employee experiences. John shares a behind-the-scenes look at how ServiceNow replaces multiple point solutions with a single, connected platform — and why that shift is transforming how work gets done.

✨ In this episode you’ll discover:

🛠 How replacing multiple tools with one platform saves time, budget, and resources

🔄 The power of integrating 200+ systems for a seamless user experience

🧠 Why a secure, internal AI model can be more effective than public AI tools

📈 The measurable ROI organizations are seeing from streamlined workflows and automation

⏱ Timestamps:
00:48 – John’s journey from counseling to tech-for-good
03:01 – What ServiceNow is and how it works
05:21 – Features nonprofits love
06:10 – AI in action: virtual agents and smarter case management
08:42 – Success story: reducing tickets by 20%+
10:23 – Serving every industry, from healthcare to public sector
12:47 – Emerging AI trends & building safe, internal LLMs
16:33 – How to connect with ServiceNow

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about ServiceNow? Reach out to Gina Gibson at [email protected]

#TheTechMatchmaker #ServiceNow #DigitalWorkflows #NonprofitTech #AI #CCaaS #CXInnovation #TechPodcast #ThinkForward #CustomerExperience #ContactCenterSolutions #Enterprise #WorkflowAutomation #TechForGood #DigitalTransformation #CustomerSupport #AIinCX #ITSM #CloudSolutions #CXStrategy #ProcessAutomation

In this extended episode of The Tech Matchmaker, host Gina Gibson is joined by Ryan McKenzie, Head of Partner Sales at Dialpad, for a fast-paced but in-depth look at how Dialpad’s all-in-one, AI-powered platform is helping organizations modernize their communications and contact center strategy.

They dive into what sets Dialpad apart: a 100% proprietary tech stack, real-time transcription and analytics, and AI tools that support agents before, during, and after the call. Ryan breaks down how Dialpad’s single pane of glass gives businesses complete visibility across UC and CC, and how their proprietary LLM—trained on 11 billion minutes of B2B conversations—offers some of the most accurate recaps and insights in the industry.

He also shares how real customers are cutting agent ramp time in half, streamlining onboarding, and seeing measurable ROI across support and sales use cases.

If you're overwhelmed by disconnected tools or wondering how to apply AI meaningfully in your contact center—this episode delivers the clarity you've been looking for.

▶️ In this episode, you'll learn:
01:00 – What makes Dialpad’s single-stack platform different
02:29 – How real-time transcription powers AI insights across UC & CC
04:20 – AI-powered agent assist, QA, CSAT scoring, and playbooks
07:38 – The “single pane of glass” platform experience customers love
10:10 – Real-world success story: how a major law firm streamlined onboarding & scaled faster
13:18 – Dialpad’s proprietary LLM and how it compares to ChatGPT
14:52 – Trends shaping the next wave of agentic AI

👉 Subscribe to The Tech Matchmaker so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

📩 Want to learn more about Dialpad? Reach out to Gina Gibson at [email protected].

#TheTechMatchmaker #GinaGibson #Dialpad #RyanMcKenzie #UnifiedCommunications #AIinCX #ContactCenterTech #AgentAssist #SpeechAnalytics #CCaaS #CXStrategy #CXInnovation #VoiceTech #TechPodcast #AgentExperience #ThinkForward #CallCenterSoftware #CXLeadership #AI #UCaaS #Enterprise

The Call Gurus is redefining what it means to outsource — combining U.S.-fluent agents, a deep understanding of contact center operations, and tech flexibility that supports long-term growth.

In this episode of The Tech Matchmaker, host Gina Gibson interviews Travis Currier, VP of Business Development, about:

Why BPOs don’t have to feel offshore

How The Call Gurus agents are driving $1M+ in monthly sales

What makes nearshore support more effective — and more human

How they blend people and tech to build scalable CX programs

What questions to ask when choosing a BPO partner

This episode is packed with insight for business leaders looking to optimize their sales and support strategies without sacrificing quality.

⏱️ Timestamps
00:00 – Welcome from Gina Gibson
00:49 – Meet Travis Currier and The Call Gurus origin story
02:00 – What makes them different from other BPOs
04:30 – Why outsourcing is often the smarter move
06:10 – Being a true extension of your client’s team
09:50 – Debt relief success story and agent empathy
12:40 – Vertical flexibility: insurance, healthcare, home services & more
15:20 – AI, training, and what’s ahead in the BPO space


📅 Episode dropped today — watch now!
📩 Want to learn more about The Call Gurus? Reach out to Gina Gibson at [email protected].
📺 Subscribe to The Tech Matchmaker YouTube channel so you never miss an episode: https://www.youtube.com/@ThinkForwardLLC
📎 Follow us on LinkedIn: https://www.linkedin.com/company/the-tech-matchmaker-podcast/

#TheTechMatchmaker #GinaGibson #TheCallGurus #BPO #CXInnovation #ContactCenterTech #LeadGenExperts #DebtReliefSales #PlasticSurgerySales #CCaaS #UCaaS #AI #Enterprise #SalesEnablement #ContactCenterLeadership #CXOptimization #TechPodcast #NearshoreBPO #CustomerJourney #DigitalCX #CallCenterGrowth #TravisCurrier