ABOUT US

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in the development of technology roadmaps and strategic plans for clients who are interesting in transitioning their outdated telephony/mobile and data networks into Unified Communication workplace experience.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.

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.