The Voice of Experience in Enterprise Contact Centers
In Latin, VoxPeritus means the voice of experience. We chose this name because it defines exactly who we are: a team with more than three decades of hands-on experience designing, deploying, and optimizing enterprise voice channels.
Today’s contact center leaders are caught in a massive technological shift. Balancing legacy infrastructure with the rapid rise of Agentic AI, Generative AI, and advanced orchestration requires more than just technical knowledge – it requires deep operational wisdom.
Because our team has sat on “both sides of the desk” as enterprise buyers, technology sellers, and third-party advisors, we cut through vendor hype. We distill complex technical data into clear, strategic choices, helping you maximize the value of every dollar spent while protecting and enhancing the human element of your customer experience.
Consulting Team
Kevin Brown
Managing Director
Kevin’s career spans multiple industries, continents, and roles. The first third of his career was in sales and sales management, the second third was in operations where he initially began his involvement with contact centers in Europe and Asia, then moving on to North America. The most recent third of his career focuses on designing, implementing, and consulting in contact center voice technologies.
In his role as HP\EDS’ Chief Architect Speech Solutions, requirements drove several firsts in the hosted telephony market, placing Kevin in a well-connected position within the voice technology industry. The platform he designed supported over 90,000 agents and provided the ability to process over 50,000 concurrent calls for multiple customers at 99.999% availability delivered across seven years. And he was at the forefront of telematics as the Chief Architect of OnStar Gen III telephony.
His technical experience includes being an early leader in Speech Technologies, at the forefront deploying AI in contact centers, and being a Genesys Architect, and Genesys Engineer.
Brown holds a Masters of Business Administration from Arizona State University with a concentration in Global Marketing. Kevin is a member of the Customer Experience Professionals Association, the Association for Computational Linguistics, International Speech Communication Association, and a charter member of the American Society of Quality’s Service Industries Division.
Feedback about Kevin frequently includes mentions of his passionate customer focus. This passion to help organizations return to the proven business principle of focusing on the customer caused him to launch VoxPeritus.
http://www.linkedin.com/in/kevincbrown
Bill Maikranz
Bill’s contact center experience spans over thirty years, and he has focused on the voice channel for much of that time, including IVR, ACD, CTI, and outbound dialers. Bill has worked with nearly every voice technology vendor.
Bill has assisted the following organizations: Avis Rent a Car, American Heart Association, Bank of America, Bank of Portugal, BC Hydro, British Telecom, City of Dallas, DirecTV, Dominion Power, Federal Express, First Hawaiian Bank, Home Shopping Network, Sprint Cellular, LL Bean, Pacific Gas & Electric, US Census Bureau, and the US Postal Service.
To complete the list, Bill worked closely with Kevin Brown and Tracy Platt at DHL with excellent results. Due to the impressive value extracted from the projects where Bill worked with Kevin’s IT and business teams, DHL won the Zenith Award from Teleprofessional Magazine. The Zenith was the highest level ever offered, and never repeated. Furthermore, TCS Workforce Management placed DHL’s Central Service Center on their global Best Practice Contact Center Tour, where customer service executives from across the globe visited two contact centers per continent to see best practices in live environments.
