Ben Brown

Highlighted Project

five9 IVA call routing

The previous system was unable to track lead sources from marketing campaigns with specific criteria, only from general marketing campaigns.

• Our sales reps would ask customers how they heard about us, and customers would provide responses such as "Google," "Billboard ad," or "TV commercial."
• The current system was unable to track leads that came from specific marketing campaigns, such as Google PPC and Google SEO, which was a desired feature by our clients and decreased the system's value.

I would furnish our clients with phone numbers for their individual marketing campaigns.

• Developed over 100 custom IVA routes using five9's inteligent voice automation for more than 30 clients.
• Defined a lead source variable for every call dialed to each route.
• Attached the lead source variable as a parameter to the inbound connector for use in the Sales Rep's scripting form.
• Dynamically filled the lead source question on the scripting form based on the phone number called by the customer.

The following were the results of the project.

• Eliminating the need for Sales Reps to complete an additional section of the call flow led to increased satisfaction.
• The automation resulted in a reduction of minutes per call, much to the delight of the clients.
• The need for customers to remember how they heard about the client was eliminated.

Other Projects

Chrome Browser Cloud Management

Seamless Cloud Management without AD, MDM, or Group Policy

Implemented policies on the browser that do not necessitate user login to Chrome profile.

The previous system utilized a shared Google account that was not located in its own organizational unit within Google Workspace.

• The synchronization of Chrome was prone to consistent issues, particularly when a large number of employees (over 700) utilizing the shared account logged in and out simultaneously.
• Security posed a significant risk due to the high number of employees utilizing a shared Google account.
• Logistical and budget constraints hindered non-support staff from obtaining individual work email accounts through Google Workspace, leading to the use of a shared account.

As the principal architect for structured OUs in Google Workspace, I leveraged Google's Managed Browser feature to eliminate the requirement for end users to log into a shared account in order to receive security policies. This implementation also allowed us to conform to the logistical and budget constraints of the situation.

• Established security policies within the organizational unit rather than the shared account.
• Generated an enrolment token which was included in our cloning software's golden image.
• The enrolment token applied in the golden image enabled automatic enrollment of the device in the Managed Browser through Clonezilla.

Users were able to synchronize Chrome with their personal Google accounts while still being subject to our security policies, effectively creating a company-specific Chrome-based web browser with customized functionalities. This solution is especially well-suited for companies with a bring-your-own-device policy and a reliance on web-based applications.

Audio / Video Showcase

My transition to professional switchers:

I started out using OBS as my go-to solution for live video production. While OBS is a great free option that allows for a lot of flexibility, I soon realized that there were limitations to what I could achieve. That's when I decided to make the switch to an ATEM professional video switcher. The ATEM switcher offers a more dedicated solution that's designed specifically for live video production. This means that it provides a more stable and reliable performance, with better video quality and more advanced features. While OBS is good, ATEM is better because it provides a more professional solution that is better suited for larger, more complex productions. Overall, switching to an ATEM switcher has allowed me to take my live video production to the next level.

OBS

During my free time, I pursue my personal passion of using DaVinci Resolve to create captivating animations for company logos and on-brand stinger transitions. I then incorporate these designs into company webinars and conferences using OBS to elevate the production value of these events.

Putting it all together in OBS:

Contact

Elements

i = 0;

while (!deck.isInOrder()) {
    print 'Iteration ' + i;
    deck.shuffle();
    i++;
}

print 'It took ' + i + ' iterations to sort the deck.';