In this episode of The Tech Matchmaker, Gina Gibson sits down with Jason Hiland, CRO of CollaborationRoom.ai, to explore how their patented platform recreates the energy, visibility, and supervision of the in-person contact center floor—for today’s remote and WFH workforce.

This episode covers everything from real-time engagement and AI-powered compliance tools to incredible real-world stories—including agents whose lives were literally saved because of the platform’s visibility.

🔹 Created by a former CIO during the pandemic
🔹 Purpose-built for distributed agent teams
🔹 Used by global BPOs and enterprise contact centers
🔹 Enabling retention, performance—and life-saving supervision

📍 Timestamps:
00:49 – Meet Jason Hiland, CRO of CollaborationRoom.ai
02:33 – What is CollaborationRoom and who is it built for?
03:50 – Why contact centers have struggled with remote tools since COVID
05:01 – Patent-protected features that set them apart from Zoom and Teams
07:43 – The #1 issue for both agents and supervisors
09:50 – Life-saving use cases: 6 real-world emergencies caught in real time
11:40 – Major success story: Cutting contact center real estate costs
14:17 – Supporting military spouses and single parents through remote work
16:47 – “Big Brother” concern? Here’s Jason’s transparent response
17:15 – What’s next: gamification, integrations, and client-driven innovation
19:41 – Jason’s rapid fire: favorite words, biggest motivator, and why he does what he does

📅 Episode dropped today — watch now!
📩 Want to learn more about CollaborationRoom.ai? 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/

#AI #UCaaS #CCaaS #Enterprise #CustomerSuccess #CXLeadership #ContactCenterTech #TheTechMatchmakerPodcast #ThinkForward #GinaGibson #CollaborationRoom #RemoteWork #WFH #WorkFromHome #EmployeeExperience #AgentEngagement #ContactCenterInnovation #DigitalTransformation #CallCenterTech #WorkforceEngagement #CustomerExperience #AgentSupport #FutureOfWork

📅 Episode dropped today!

In this extended episode of The Tech Matchmaker, host Gina Gibson welcomes Christa Heibel, founder of CH Consulting Group, to break down what AI readiness really looks like—and how to avoid the costly mistakes that keep projects from delivering ROI.

Christa shares real-world examples of failed implementations, where AI was deployed without strategy, and the key traits of organizations that are getting it right. From aligning leadership and setting expectations to data access, compliance, and change management—this conversation offers a clear, business-first framework for deploying AI the right way.

▶️ In this episode, you’ll learn:
01:00 – What AI readiness actually means (hint: it’s not just tech)
03:28 – Common misconceptions slowing down results
05:38 – Why CX and ops should lead, not just IT
07:41 – A real client case study: 90% churn reduction, 40% headcount savings
09:26 – First steps to getting your business AI-ready
10:00 – Why finding the right clients matters just as much as the right tools

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

#TheTechMatchmaker #CHConsultingGroup #AIReadiness #CXConsulting #AIinCX #TechPodcast #ContactCenterStrategy #DigitalTransformation #CCaaS #UCaaS #Enterprise #AI #ThinkForward

What does full-service really mean in the world of AI and CX? In this episode of The Tech Matchmaker, host Gina Gibson is joined by Brian Bremer and David Araiza of Mosaicx to unpack exactly that.

You’ll get a behind-the-scenes look at how Mosaicx partners with organizations beyond the typical “set-it-and-forget-it” approach — combining patented voice tech, ongoing human insight, and a proactive roadmap strategy that keeps customers ahead of the curve. Whether you're in banking, healthcare, or scaling a high-volume contact center, this episode offers practical examples of how to actually use AI to solve real problems (not just check a box).

They’ll also share new product updates, client success stories, and how to make smarter tech investments by seeing what’s really going on inside your contact center.

▶️ In this episode, you’ll learn:
00:42 – How Mosaicx’s full-service model keeps customers supported beyond launch
03:58 – What Insights360 actually sees in your calls (and why it matters)
07:11 – When to deploy Insights360: before vs. after AI rollout
10:00 – Patented telco-layer tech that gives Mosaicx a unique edge
14:23 – How Mosaicx proactively surfaces insights (before customers even ask)
15:12 – Real customer success stories, from banking to mental health
17:00 – The power of partnership in building smarter AI roadmaps
21:44 – What’s next: Engage 2.0 and a push toward self-service simplicity

Whether you’re mapping out your first IVA deployment or looking to optimize legacy CX processes, this episode is packed with clarity, strategy, and forward-thinking advice.

👉 Subscribe to The Tech Matchmaker so you never miss an episode.
🔗 Want to learn more about Mosaicx or Insights360? Reach out to Gina Gibson directly at [email protected].
📎 Follow us on our LinkedIn page: The Tech Matchmaker Podcast

#TheTechMatchmaker #GinaGibson #Mosaicx #BrianBremer #DavidAraiza #CCaaS #CXInnovation #TechPodcast #VoiceAnalytics #IVR #ContactCenterTech #CXLeadership #AIinCX #ThinkForward #CustomerSupport #AgentExperience #AI #ContactCenterAI #SpeechAnalytics #DigitalCX #AIForCX #CallCenterSoftware #FullServiceCX #CXTransformation #CustomerJourney #ContactCenterSolutions #CXTechnology #AIProducts #CXROI #Insights360

🎉 The wait is over — our new episode of The Tech Matchmaker is live!

Host Gina Gibson sits down with Scott Swanson, VP of Sales at SingleComm, to explore how their CCaaS platform is transforming contact center operations from the inside out.

🚀 In just 12 minutes, you'll learn how SingleComm delivers:
✅ Ultra-customizable, no-code workflows
✅ Under-5-minute support response times
✅ AI-augmented omnichannel communication
✅ Real-world success in insurance claims processing during high-pressure, high-volume events

🎧 Hit play to hear how SingleComm is delivering better results—without sacrificing human connection.

🔗 Want to learn more? Reach out to Gina directly:
📧 Email: [email protected]
💼 LinkedIn: https://www.linkedin.com/in/gina-gibson-a764b06/

📣 Don’t forget to like, subscribe, and share to support the show!

#TheTechMatchmaker #CCaaS #AI #ContactCenterTech #CustomerSuccess #CustomerExperience #CXLeadership #SingleComm #OmnichannelSupport #InsuranceTech #TechPodcast #ThinkForward #CXInnovation #CustomerSupport #ContactCenterSolutions #ConversationalAI #AgentTools #CallCenterSoftware #SupportAutomation #CXStrategy #EnterpriseIT #DigitalTransformation

New Episode: How AI Coaching Is Redefining Contact Center Training | Dan McCann, CEO of SymTrain

What if AI could actually humanize your contact center training?

In this episode of The Tech Matchmaker, host Gina Gibson talks with Dan McCann, CEO of SymTrain, about how simulation-based AI coaching is changing how agents are onboarded, upskilled, and retained.

💡 SymTrain cut early attrition from 50% to single digits—and it’s not magic, it’s method.
💬 Learn how to modernize training, improve confidence, and empower your agents with tools that actually scale.

🛑 This podcast streams exclusively on YouTube. Subscribe to never miss an episode.

⏱️ Timestamps
00:00 – Welcome to The Tech Matchmaker
00:35 – Meet Dan McCann: Entrepreneur & CX advocate
01:14 – Dan’s first “sales” job: Jolly Ranchers in 2nd grade
02:51 – What is SymTrain? AI-powered simulation explained
03:50 – The problem with traditional onboarding
05:06 – Why Dan came out of retirement to build SymTrain
06:54 – Cutting onboarding from 72 hours to 4
07:02 – Using call recordings and QA data for instant training
08:44 – Case study: Insurance disaster-response team
09:53 – Agentic AI and the death of tier 1 calls
11:32 – The “Learning Diamond” model for AI-era training
12:05 – Want to learn more? Contact Gina Gibson!

🔗 Resources & Contact
🌐 Learn more about SymTrain: https://www.symtrain.com
📩 Contact Gina: [email protected]
🎙️ All episodes stream here: Subscribe to The Tech Matchmaker on YouTube
📣 Want to explore SymTrain for your team? Reach out to Gina Gibson—she’s your go-to for all things SymTrain.

👍 Like, comment, and subscribe to support future episodes focused on CX, contact center leadership, and real-world AI use cases.

#TechMatchmaker #SymTrain #TheTechMatchmakerPodcast #AIcoaching #AIinCX #ContactCenterTraining #AgentTraining #WorkforceEnablement #CallCenterLife #CallCenterTech #CallCenterSoftware #CCaaS #ContactCenterInnovation #CXLeadership #CustomerExperience #CustomerSupportTools #CXTools #CustomerSuccess #BPOInnovation #AgentPerformance #TrainingTechnology #LearningAndDevelopment #FutureOfWork #CXStrategy #DigitalCX #CustomerCare #CXEnablement #OnboardingSolutions #AgentRetention #YouTubePodcast #CXTech #ThinkForward #ContactCenterSolutions

The Tech Matchmaker Podcast | Featuring Aaron Symbolik of Krista.ai

In this episode, we’re joined by Aaron Symbolik, a tech industry veteran and executive at Krista.ai, to talk about the future of enterprise-wide AI. From unstructured data to unifying tech stacks, Aaron shares how Krista helps companies move fast without needing data scientists—and why a no-code platform might be the AI foundation you didn’t know you needed.

✨ What to expect:
🧠 Solving tech stack overload with orchestration AI
🤖 Why Krista is not “just another chatbot”
📄 Real use cases, from payroll automation to customer support
💡 How Krista turns email into revenue for title companies
🚀 Scaling use cases fast—no data scientists required

—

🎙 Host: Gina Gibson
🎧 Guest: Aaron Symbolik, Krista.ai

👉 Learn more in the show notes.
👍 Like, comment, and subscribe for more stories on AI, CX, and enterprise innovation.

#TheTechMatchmaker #AaronSymbolik #KristaAI #GinaGibson #ThinkForward #TechPodcast #BusinessPodcast #ContactCenter #CallCenter #CustomerExperience #CX #CXLeaders #ContactCenterTech #AI #ArtificialIntelligence #AIPlatform #EnterpriseAI #NoCodeAI #LLM #LargeLanguageModels #WorkforceOrchestration #Automation #DigitalTransformation #TechSolutions #CustomerSupport #AIinCX #AIUseCases #TechStackSimplification #BusinessInnovation #TechnologyAdvisors #DataAutomation #UnstructuredData #RealTimeAI #BPO #FutureOfWork #EnterpriseInnovation #SoftwareOrchestration #IntelligentAutomation #TechStrategy #CXStrategy #ProcessAutomation #Hyperautomation #AIForBusiness #SmartCX #AgentExperience #WorkforceEngagement #NaturalLanguageProcessing

The Tech Matchmaker Podcast | Featuring Fred Stacey of Cloud Tech Gurus

In this episode, we chat with Fred Stacey, CEO of Cloud Tech Gurus, about navigating the overwhelming tech landscape, the real meaning of AI readiness, and how CTG helps businesses cut through the noise to find what actually works.

✨ What to expect:
🔎 Why tech advisors are more valuable than ever
🧠 Breaking down AI readiness (and the myths around it)
🌐 Emerging trends that are breaking down silos between IT and CX
💡 Why bringing in a Guru could save you time, money, and frustration

—

🎙 Host: Gina Gibson
🎧 Guest: Fred Stacey, CEO, Cloud Tech Gurus


👍 Like, comment, and subscribe for more insights on tech, CX, and innovation in the contact center space.

#TheTechMatchmaker #CloudTechGurus #CTG #Podcast #TechPodcast #BusinessPodcast #ContactCenter #CallCenter #CustomerExperience #CX #CXLeaders #ContactCenterTech #AI #ArtificialIntelligence #AIReadiness #DigitalTransformation #WorkforceEngagement #TechAdvisors #TechSolutions #BPO #ITandCX #CXStrategy #Innovation #SaaS #FutureOfCX #Omnichannel #ThinkForward #CXPodcast #CCaaS #CustomerSupportTech #CXTransformation #AgentExperience #OmnichannelSupport #AIinCustomerService #MachineLearningInCX #GenerativeAI #CXAutomation #BusinessAIStrategy #AITrends2025 #FredStaceyPodcast #CXThoughtLeader #CXConsulting #EnterpriseTech #FutureOfWork #VendorSelection #StartupTech #EmergingTech #TechnologyAdvisors #TechAdvisors #Advisors

In this episode, we sit down with 𝗧𝗶𝗳𝗳𝗮𝗻𝘆 𝗢’𝗠𝗮𝗹𝗹𝗲𝘆 from 𝗦𝗮𝗻𝗮𝘀 to hear how their 𝘀𝗽𝗲𝗲𝗰𝗵 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 is transforming the contact center experience—for both agents and customers. Joined by teammates from India, the Philippines, and Guatemala, Tiffany shares how Sanas improves clarity without erasing identity, and why it's reshaping labor strategy, agent retention, and customer satisfaction.

✨ What to expect:
🌍 Live demos from team members around the world
🎙 How accent translation and noise cancellation improve communication
📉 Real metrics: CSAT up, handle time down, agent abuse nearly eliminated
🧑‍💼 Why Sanas was built to add people to the workforce, not replace them
❤️ A tech story with heart—and global impact

—

🎙 Host: Gina Gibson
🎧 Guest: Tiffany O’Malley and the Sanas Global Team

👉 Learn more in the show notes.
👍 Like, comment, and subscribe for more CX innovation and emerging tech spotlights.

#TheTechMatchmaker #Sanas #SpeechAI #AccentTranslation #AccentNeutralization #NoiseCancellation #VoiceTech #ContactCenter #CallCenterTech #CustomerExperience #CX #TechPodcast #ThinkForward #DigitalTransformation #AIinCX #EX #EmployeeExperience #AgentSupport #WorkforceEmpowerment #InclusiveTech #GlobalTeams #FutureOfCX #BusinessInnovation #BPO #CXLeaders #AI #TechSolutions #TechWithHeart #RealTimeAI #SanasDemo #EnterpriseTech #SmartCX #Automation #AgentExperience

Liz Subia from QMetrics and John Coulter from Five Star Solutions join The Tech Matchmaker for the first time together, though both have appeared on the show before in separate episodes. This time they talk through a decision a lot of leaders avoid discussing publicly: moving on from an outsourcing partner that was good, but no longer good enough. 

Liz explains why control over quality assurance drove the switch and what advice she'd give anyone nervous about handing customer interactions to a third party. John shares how Five Star builds redundancy into every account and what separates a true partner from just another vendor. 

What you'll learn: 

🔍 Why QMetrics decided to change BPO partners after already outsourcing successfully 
🤝 How a conference conversation became the deciding moment in choosing Five Star 
📊 New agents reached 95%+ quality assurance scores in under two weeks 
⏱️ Full ramp up completed in under a month, faster than Five Star's typical 30 to 45 day timeline 
🛡️ How Five Star layers PCI, HIPAA, and SOC 2 compliant training on top of a client's own program 
🧑‍🤝‍🧑 Why Five Star structures accounts so no single person holds the relationship together 
📈 What's next as QMetrics and Five Star explore AI for healthcare contact centers 
💬 Liz's advice, after going through the matchmaking process twice, for anyone still unsure if a matchmaker is worth it 

Timestamps: 
00:00 Welcome, Liz and John 
00:46 Liz introduces QMetrics and her role 
01:32 John introduces Five Star Solutions 
02:18 Why QMetrics chose to outsource in the first place 
03:41 What brought QMetrics back to the table for a change 
04:53 Testing for cultural fit before signing anything 
06:19 How Five Star builds trust and reputation in the industry 
07:04 QMetrics' actual requirements: geography and flexibility 
07:59 The moment Liz knew Five Star was the right fit 
09:01 Five Star's supplemental compliance training 
09:50 Contract signed, what the ramp up looked like 
11:05 Five Star's typical ramp up timeline 
11:44 Hitting quality assurance benchmarks 
12:55 What Five Star made possible that wasn't before 
13:43 Where Five Star sees the greatest day to day impact 
14:39 Any hurdles along the way 
16:02 What Liz wishes she'd known sooner 
16:56 Why QMetrics' previous BPO wasn't a bad choice, just an outgrown one 
17:14 Confidence in the relationship if a key person left 
17:53 How Five Star structures leadership and accounts 
18:27 Advice for companies nervous about outsourcing 
20:05 Where the partnership goes from here 
21:05 AI's growing role in healthcare CX 
21:27 Liz's advice for anyone considering a matchmaker 
22:05 Final thoughts and closing 

📎 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] 

Music licensed through Soundstripe. 

Code: BLZNCLG91JFXVUUC 

The Tech Matchmaker Podcast | Featuring Dave Hoekstra of Calabrio

In this episode, we chat with Dave Hoekstra, Product Evangelist at Calabrio and host of the Working Smarter podcast. He shares real-world insights on:

✨ What makes Calabrio stand out in a crowded WEM market
📊 Analytics that actually answer “Why did call volume spike yesterday?”
🤖 How AI supports real business value—not just buzz
📅 Reducing agent attrition with smarter scheduling
💬 Using sentiment data to drive agent wellness

—

🎙 Host: Gina Gibson
🎧 Guest: Dave Hoekstra, Product Evangelist at Calabrio

👉 Learn more in the show notes.
👍 Like, comment, and subscribe for more insights on tech, CX, and innovation in the contact center space.

#TheTechMatchmaker #GinaGibson #DaveHoekstra #Calabrio #WorkingSmarter #Podcast #TechPodcast #BusinessPodcast #ContactCenter #CallCenter #CustomerExperience #CX #CXLeaders #ContactCenterTech #WEM #WFM #WorkforceManagement #Analytics #AutoQM #AI #ArtificialIntelligence #AIinCX #SentimentAnalysis #DataAnalytics #SpeechAnalytics #AgentExperience #AgentEngagement #AgentWellness #CustomerSupport #TechSolutions #DigitalTransformation #TechInnovation #CXStrategy #CXOptimization #ThinkForward #AnalyticsTools #RealTimeAnalytics #Forecasting #Scheduling #ProductEvangelist