Author
Richard James
Director of Organic Growth and CX
at AmplifAI
Media & Communications
Business Analyst
Information Technology
Richard researches, reviews, and evaluates contact center software, helping CX leaders make informed decisions about the technology that powers their teams. His work focuses on understanding what CX leaders and contact center operators actually need from their technology, the problems they're trying to solve, and whether vendors deliver on those needs. Richard's buyer guides and evaluations go beyond feature lists to examine how contact center and customer service software performs in real-world environments. With 7+ years deeply embedded in the CX and contact center software space, he has learned the challenges operators face, the technology decisions that matter, and the differences between vendors that marketing materials never explain. Richard believes that buyers deserve honest, thorough research that respects their time and helps them ask better questions in the evaluation process, with the simple goal to help CX leaders find the right technology to solve their problem.
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