Beyond Voice & Messaging – Innovate Customer Experiences with Programmable Digital Engagement

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs. David started covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and was the founding editor of SmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

Al Balasco serves as Head of Media, Core and Applications Business for Radisys. Prior to this role, he was Sr. Director of Product Management for the Radisys Media Server business. Before joining Radisys, Al was responsible for the delivery of a variety of collaboration solutions and partnerships at Avaya as Director of Product Management for the Unified Communications business unit. Prior to Avaya, Mr. Balasco was the VP of Product Management at Spectel and was instrumental in defining the company’s VOIP conferencing and collaboration strategy. Mr. Balasco has over 25 years of product management, business development and marketing experience in the telecommunications industry and earned an MBA from Northeastern University in Boston.

Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.