Cogito Appoints Seasoned Contact Centre Leader to Serve Growing Client Base

Cogito, a leader in real-time emotional intelligence solutions announced the appointment of Jim Gomez to Senior Vice President of Client Services. Jim will be responsible for client delivery and support, including the implementation of Cogito’s augmented intelligence solution, which provides live in-call guidance to customer service and sales agents.

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“At Cogito, we strive to constantly deliver quality and value to each of our clients’ stakeholders – contact centre agents, supervisors and executives – all throughout their journey with us,” said Joshua Feast, CEO of Cogito. “Jim’s expertise in the contact centre makes him the ideal partner for our clients. With Cogito’s rapid growth, it is the perfect time to have Jim join the team and help our clients leverage our emotional intelligence technology to deliver compassionate, professional experiences on every call.”

Jim is an experienced contact centre professional, with more than 30 years of leadership in a wide range of contact centre operational and technical roles. Jim began his career in the customer service industry at MCI Telecommunications, starting as an agent and growing to run a 16,000 seat contact centre. Jim then worked with some of the largest contact centre enterprises in the world, leading teams who designed, sold, delivered and serviced world class contact centre offerings through Verizon Contact Center Services. From his success at Verizon, Jim accepted a leadership role at the startup cloud contact centre technology company Five9 Inc., where he established Five9 Professional Services as a business differentiator within this space while helping to grow Five9 dramatically over five years.

“Working for Cogito offers me the unique opportunity to utilize all the skills I have developed throughout my career,” said Jim Gomez, Senior Vice President of Client Services at Cogito. “As Cogito continues to gain market share, I want to support agents and executives alike, helping them become more engaged and productive. I will work closely with our clients to ensure Cogito serves as a competitive differentiator for their business.”