ABOUT US
We’re a consulting firm based in London, Ontario that specializes in Unified Communications and call center solutions since 1999. We work with organizations across Canada.
We can help you if you want better communications, a better call center, or you just want to cut your telecom and mobility expenses.
The solutions we recommend vary by vendor because we’re free of any bias and we select only what’s best for your unique needs.
We are the developers of ETAS (Enterprise Telecom Administration System) a Software as a Service (SaaS) platform specifically designed for organizations that want a more efficient and economical way of managing monthly cost.
We are a member of MISA, we participate and support their annual conferences.
Our president Emily Nielsen is the Canadian representative for Genesys Consultant Executive Advisory Board.
CODE OF ETHICS
Independent Consulting is core to our business which means there is no concern for a “conflict of Interest”.
At Nielsen IT Consulting Inc. we have built our business on providing our clients non-bias consulting services. We are able to do that because we do not have financial interest in service providers, manufacturers and/or integrators. Doing so would put us in conflict with our ability to be objective in our recommendations to our clients. This practice is core to our business and what makes us different.
We can do what other or few players in the industry do, which is act without conflict for our clients “purchasing decisions”.
MEET THE TEAM

Emily Nielsen, Project Leader / Unified Communications Consultant
Emily Nielsen is president of Nielsen IT Consulting Inc. Nielsen IT Consulting Inc., located in London, Ontario offers independent telecom and IT professional services in the area of RFP/RFQ development and execution, technology assessments and Project Management Services.
Professional project managers have to be results-driven individuals. Emilyknows how to organize and lead project teams, plan effectively, successfully control and communicate changes to budgets, schedule, and scope. In addition, her ability to manage her time is supported by her skilled staff of experts who work with her.
Emily has been directly involved in the telecommunications and IT industry for over 25+ years. Prior to starting her own practice in 1999, Emily was employed by Bell Canada as a National Account Manager.
Her primary responsibilities included the establishment and nurturing of relationships with some of Bell’s largest and highly respected customers. Trained in both data and voice networks/products her primary goal was to identify opportunity and deploy high tech resources throughout her many national and global accounts.
Emily has experience in managing highly complex communication projects bringing to the table expertise, knowledge and “Best Practices” for successful deployments. Emily is skilled in assessing intricate multi-layered assignments, identifying personnel gaps and matching those positions with professionals from both her own company and other industry specialists.
In addition to managing projects Emily is highly skilled in the development of technology roadmaps and strategic plans for clients who are interesting in transitioning their outdated telephony/mobile and data networks into Unified Communication workplace experience. Emily has worked with numerous private and public-sector clients to help them break down their internal communications silos and operate as one collaborative network regardless of location.
Emily is experienced in the preparation of strategic plans, RFP development and execution, vendor evaluation and ROI benchmarking.
Emily is a sought-after guest speaker on a variety of topics and has frequently spoken at numerous industry events for Avaya, Cisco, Interactive Intelligence, MISA, Tech Alliance, etc. Also, has provided content for Avaya International Users Group (IAUG) INSIGHTS quarterly magazine and Contact Management quarterly magazine 2016-2018.
Also, Emily’s firm is known for their UC industry conference 2002-2004 in Toronto, “Know Your Alternatives”.
Currently this is the second year that Emily is the only Canadian Consultant who was invited to participate on the International Genesys Consultant Advisory Board. This Board brings together consultants who currently engaged in working in the Contact Centre industry who are able to provide direct feedback to Genesys Senior Management about products and services on behalf of their clients.
Emily is a graduate from the University of Western with a degree in Music Education.
Emily Nielsen
Project Leader / Unified Communications Consultant

Jane Finn
Jane has been actively consulting on all aspects of contact center management for more than 20 years and is passionate in her belief that the people who interact with your customers ultimately determine your organization’s effectiveness and success. Her first-hand practical experience combined with an entrepreneurial spirit is an asset to domestic and international clients in retail, government, health, entertainment, utilities and telecommunications.
Her focus is the design, delivery, and implementation of learning and development programs and performance management and quality assurance initiatives that bring out the best in people. Jane’s clients appreciate the fact that she takes the time to learn their business to insure that their call center activities and processes are aligned and complement the organization’s strategic goals and objectives.
Jane earned a Bachelor’s degree from Carleton University and a Certification in Human Resource Management from Humber College.
Jane Finn
Contact Centre Program Specialist

Deborah Morden
With more than 25 years of contact center consulting experience, Deborah has assisted clients in Canada, the US and Latin America, with strategic planning, design, implementation and optimization of sales, marketing and customer service contact center operations.
Deborah specializes in operational and human resource issues specifically in the areas of performance management and measurement and developing performance improvement strategies. She has conducted many in-house training programs and is also a featured speaker at many contact center conferences in Canada and the U.S. on the topics of Performance Management for Contact Centers, Best Practices for Contact Center Management, and Quality Monitoring for Contact Centers.
Prior to joining The Customer Group, Deborah was a Senior Business Consultant for a major Canadian telecommunications company with a specialization in the financial, manufacturing and utility sectors. She assisted a variety of Fortune 500 organizations in determining their sales and servicing needs and providing creative telecommunications solutions.
Deborah received consulting certification by C.C.M.A. (Contact Center Management Associates) in the area of Contact Center Performance Measurement and Management (Qualitative and Quantitative) and also for conducting Contact Center Operational Assessments.
Deborah Morden
Contact Centre Program Specialist

Paul Van Dam
Paul is an authority in contact centre and interactive voice response (IVR) design, strategy, and procurement. Paul’s extensive career of more than 20 years in the industry means he has experienced first hand the evolution of voice centric contact centre to multi-channel to current day omi-channel. In addition to keeping abreast of changing trends Paul has provided analysis on all of the major call center providers such as Genesys, Avaya, Cisco, Nuvox, Mitel , Five9s, InContact and others.
As the industry trends have evolved to omi-channel so have the opportunities for clients who are leaving behind their traditional call centre technology in favour for hosted or cloud-based services. Due to this change in the market place, Paul is a subject manner expert in providing clients clear ROI comparisons between traditional ownership, hosted to cloud.
As a double threat to our competitors, Paul in addition to his extensive contact centre experience has worked with on numerous IP Telephony/Unified Communication (UC) projects providing technical expertise.
Paul is skilled in the preparation of providing technical specifications for RFP (Request for Proposal) and routinely works directly with our clients steering committees to provide technical oversight during the vendor evaluation process. He is relied on by his clients for his vendor-neutral recommendations.
Graduate from Sir Sandford Fleming College; Electrical Engineering Technician Telephone Systems.
Paul Van Dam
Contact Centre Architect/UC Specialist

Jose Rivera
Jose is the newest member of our team to join our firm. Jose is a recent graduate from the University of Western with a Bachelor’s degree in Computer Science. Jose is our lead developer for our SaaS platform ETAS (Enterprise Telephony Administration System).
Jose Rivera
Software Developer

Pat Blythe
As a design specialist, Pat offers in-depth expertise in consulting, software design and implementation. Pat has 25 years of working with Avaya products and has taught the call centre design courses for Avaya University and provided design and implementation training to Avaya business partners.
Her big-picture view of operations also engages Patricia in assisting businesses with E911 Design, Facilities Management; Business Continuity/Disaster Recovery planning; System Analysis, Needs Analysis/Business Requirements; Coaching/Training; Project Management and Strategy Consulting.
Pat Blythe
Telecom/Call Center/E911 Specialist
TESTIMONIALS
ABOUT NIELSEN IT CONSULTING INC.
Launched in 1999, Nielsen IT Consulting Inc. has been a leader in helping organizations achieve breakthrough results for their telecommunication investments. Exclusively focused on Contact Centre, Unified Communication, Audits and Telecom Expense Management.