Martin A. Prunty, has been an independent call center management and telecommunications consultant since 1985. Prior to entering consulting, Mr. Prunty had spent over 15 years in the telecommunications industry including executive-level positions with a number of its major suppliers such as Southwestern Bell Telephone Company, International Telephone and Telegraph, and IBM Corporation, where he was the Contact Center Practice Leader with IBM Global Services – SMB sector. Mr. Prunty also held executive-level positions with Communication Consultants, Inc., US West Communications and ALLTEL Information Systems, where he was responsible for forming an international consulting business offering telecommunications and call center management and design services for the financial services industry.
Mr. Prunty has been engaged as a consulting and testifying expert in litigation relating to call center performance reporting, call monitoring and recording practices, and call center employment practices. He has also been engaged in numerous projects involving call center consulting and planning, telephone and telecommunications system design and selection, local and wide area network cabling and systems, data communications networking and telecommunications usage analysis. His consulting clients have included distribution, law firms, municipal government, education and media communications firms, among others, for clients ranging for local businesses to major corporations such as MCI WorldCom, MasterCard International, Bank of America, Veterans Administration, City of Glendale Arizona, City of Mesa Arizona, Chase Bank, US Cellular, and ALLTEL Communications.
In addition to his hands-on experience, Mr. Prunty has organized and conducted end-user seminars for telecommunications and call center managers, including the highly acclaimed seminar, “The Road Ahead to the Next Generation Call Center”, which he has presented on three continents. He has been a keynote speaker at a variety of call center events across the United States, Canada, United Kingdom, Norway, Iceland, Italy, Ireland, Germany, Australia, Malaysia and Singapore. He is frequently quoted in trade journals and is the author of many industry-related articles in publications such as Call Center Management Journal, Business Communications Review, Call Center Magazine and Bank Systems and Technology.
Mr. Prunty possesses an exceptional understanding of the latest developments and technology in the telecommunications industry, call center management and technology, customer relationship management (CRM), Internet and call center integration, long distance networks and local area networks and has experience with products from virtually all of the telecommunications industry’s major manufacturers. Mr. Prunty has also earned the title of Certified Telecommunications Professional (CTP) from St. Mary’s College of Minnesota. In addition, he has also been a member of Building Industry Consulting Services International and the Society of Telecommunications Consultants for which he served on its board of directors from 1990 to 1992. He was honored by Call Center Magazine in 1999 with its Call Center Pioneer award for achievements that have had a significant impact on the industry.