Edwin Margulies

Edwin Margulies is the author of twenty notable customer service and technology books, including titles such as Mastering the Customer Experience; Social Engagement for Customer Care; Understanding The Voice-Enabled Internet; 337 Killer Voice Processing Applications; How To Audit And Benchmark Your Web Site; Client Server Computer Telephony; The UnPBX - The Complete Guide to the New Breed of Communications Servers; Audio Teleconferencing - The Complete Handbook; Understanding JAVA Telephony; Secrets of Windows Telephony; 1001 Computer Telephony Tips, Secrets and Shortcuts; SCSA: The Complete Reference To Using Signal Computing System Architecture in Computer Telephony; How to Audit and Benchmark Your Voice Response System; Voice Response Usability Almanac; and Web Site Usability Almanac.

Margulies is a business strategist, architect, inventor, and usability expert. A 45-year industry veteran, he has designed hundreds of automation systems and contact centers for both network and enterprise deployments. His leadership skills have benefited various companies, the majority prepped for merger, acquisition or IPO. These include Thrio (now part of Nextiva), SoCoCare (now part of Five9), Telephony@Work (acquired by Oracle), Telecom Library (Acquired by CMP Media), and Dialogic (acquired by Intel). He is also an inventor with landmark patents covering networking, omnichannel, artificial intelligence and overlay networking.