Spoken Communications, founded in 2005 and incorporated as Intellisist®, Inc., is a provider of a leading enterprise cloud platform for contact centers. The Spoken platform supports cost productivity, enables big data streams and extends a flexible integration model to replace, extend or integrate with any legacy infrastructure and software. Currently supporting over 20 million contact center minutes per month on the platform, Spoken delivers operational efficiency to the contact center and is a proven leader for a superior customer experience.
Chief Executive Officer
Howard Lee is a customer service industry expert and Spoken’s relentless customer ambassador. He applies his nearly 25 years of experience to releasing call centers from the grips of current industry limitations while positioning them to reap the benefits of call center technology innovations.
Prior to joining Spoken, Lee was the founder of HyperQuality, an independent call center QA firm that allowed him to develop tremendous insights into the customer service business. His audits and recommendations covered phone calls, email, and chat communications of contact center professionals representing organizations, customers and prospective customers.
Lee gained additional insight into call center profitability as the CEO of PhotoWorks, a NASDAQ traded company, and before that as the Senior Vice President of Disney Direct, where he was responsible for profit and loss, branding operations and marketing of the direct division. The 1,800-person team included two call centers and a large warehouse operating team. Lee also has worked at an India CRM outsource provider as the SVP of Sales and Marketing. He attended the University of Washington.
Chief Technology Officer
Gilad Odinak is an inventor and computer industry innovator with over 50 issued and pending patents to his name. The founder of Spoken Communications, Odinak is Spoken’s driving force to solve complex operational problems, diligently and comprehensively. He has 20 years of experience in computer software and hardware research and development.
Prior to Spoken, Odinak led the development group at Wingcast, a joint telematics venture of Ford Motor Co and QUALCOMM to provide advanced services and applications incorporating state-of-the-art wireless communication, GPS, voice processing and embedded hardware and software.
Prior to joining Wingcast, Odinak spent 12 years at Microsoft Corporation developing systems software for new products, including Smart Card security, GSM wireless communication and multimedia operating systems. Odinak holds a Bachelor of Science degree in mathematics and a degree in computer science from Tel-Aviv University.
Chief Information Officer
Kathy Lijoi, Chief Information Officer, is a call center expert with 15 years experience executing profitable call center implementations. Prior to joining Spoken, Lijoi spent 10 years as CIO at retailer Vermont Country Store, where she helped grow the business from $40 million to $150 million while reducing year-on-year IT expenses as well as build a thriving ecommerce business from the ground up.
Lijoi's background includes software development and a 25-year programming base along with a knack for translating complex technical issues to garner buy-in for technology initiatives at all levels of the organization.
Chief Financial Officer
Ty Graham, CFO, is also a board member and partner with Ignition Capital focusing on telecommunication services and on turnarounds of existing businesses in deep value situations. He has been involved in financial management and business operations for more than 22 years. Graham recently concluded a turn around assignment for Ignition Capital during which he reconstituted the operating company and nationwide distribution of Budweiser beer in Vietnam. Previously, Graham was Vice President of Business Development and Operations for MTN. He was part of the initial buyout team that acquired SeaMobile’s largest asset, MTN Satellite. He subsequently led the turnaround of several businesses within MTN. He also represents Ignition Capital on the board of Spoken Communications.
Graham previously held a wide variety of executive positions at McCaw Cellular, AT&T Wireless and Cingular. He managed mobile communications business development in more than 15 countries, led a team that secured a $1 billion of Indian cellular licenses and ultimate became CEO of the operating entity, Idea Cellular with its 1,500+ employees and more than 1.5 million subscribers. He helped negotiate the first non-recourse telecommunications project finance debt facility in Indian history, valued at more than $283 million, and concluded multiple mergers and acquisition transactions that each exceeded $150 million. Today, Idea Cellular is one of the largest mobile operators in India.
Graham holds an M.B.A. from Seattle University and an undergraduate degree in business from the University of Washington, where he lettered for three years as a member of the varsity crew team.
Cathy Bradley brings over 20 years of expertise in telecommunications and call center operations to her role as President. Bradley came to Spoken from Accenture, where she co-founded and served as managing director for Accenture Customer Contact BPO Services and helped leading companies such as AT&T transform their customer contact operations while lowering costs. Additionally, she oversaw all BPO solutions architects, sales teams and account managers globally. Prior to joining Accenture, Bradley spent four years at Nextel Communications, developing the customer contact strategy and customer care operation.
EVP of Development
David Milstein, Spoken’s solution architect, brings over 15 years of software development expertise and problem-solving to Spoken. His extensive experience ensures that software and program management at Spoken are exceptional and that uptime is at the maximum. Prior to joining Spoken, Milstein spent nearly 10 years at Microsoft Corporation in software development and management positions, working on emerging technology including cryptography, GSM, Smartcard, mobile services and mobile devices technologies.
Prior to Microsoft, David was the head of software development at Fortress U&T, an Israeli startup that was sold to M-Systems in the year 2000. David holds 43 issued and pending patents and has a Bachelor of Science degree in Computer and Electronics Engineering from Ben-Gurion University.
EVP of Sales and Marketing
John Nassar brings his extensive background in enterprise sales and business development to Spoken. Formerly a VP of Worldwide Sales at Avaya, a leading global provider of contact center applications, Nassar has extensive experience developing go to market strategies for enterprise sales in the call center and technical operations arenas. During his tenure as a global VP, Nassar built global sales strategies, developed strategic corporate initiatives and headed up go to market offerings for enterprise customers. In his early career at Avaya, as Vice President of U.S. Sales--West Area, his organization topped Avaya's charts every year for customer satisfaction and sales.
Prior to Avaya, Nassar spent 10 years building teams and exceeding sales goals for over $1 billion in enterprise customers at Cisco Systems, achieving penetration into numerous key accounts by focusing on business and technical architecture sales strategies rather than products. Prior to that, Nassar turned around an underperforming team at Siemens, doubling team performance servicing phone systems and call centers.
Nassar holds a BA in Political Science from Cal Poly and graduated from Army Officer Candidate School in the U.S. Army Reserves.
Jonathan Roberts is a founder and a partner at Ignition investing in business application and services. Prior to Ignition, Jonathan spent 13 years at Microsoft, most recently as General Manager of the Windows CE Intelligent Appliance Division, where he was responsible for developing new WinCE products, product marketing, business development and long-term planning for the Windows CE solution, as well as the retargeting of the Microsoft’s PocketPC effort. Jonathan led the marketing and business efforts for Windows 3.1, 3.11, Windows NT 3.51, NT 4.0, BackOffice 1.0, Windows 98 and NT 4.0 on the Desktop, and finally all of Windows CE including embedded, Pocket PC, Auto, Phones, Set-top, Games, etc. Jon received his B.A. in history from the University of Washington.