Fortegra expands customer contact business unit

LYNCHBURG, Va., Oct. 17, 2003 — Fortegra, Inc., a provider of business and technology consulting services, announced the promotion of Dave Steiger to director, and the recent additions of Keven Lincoln as a senior manager and Jim Wessel as an architect to its growing customer contact business unit.

With over 30 years of combined call center experience, the three thought leaders will be responsible for strategy and project delivery of customer contact solutions to Fortegra’s clients.

“Our practice is built on having a deep understanding of the call center business and the technologies that enhance all channels of customer interaction,” said Dave Steiger. “I’m excited about the caliber of our team and the market offerings we bring to each client.”

“Dave, Keven and Jim all have impressive track records in key leadership roles where they’ve implemented a wide range of solutions for many major call centers world-wide,” said Kevin Chase, Fortegra Principal. “Their broad experiences and in-depth knowledge give each a unique and fresh perspective to help our clients achieve great results.”

Steiger has ten years of utility industry experience, with eight years specifically focused on information technology. Since joining Fortegra in 2000, he has focused on communications infrastructure and contact centers. He specializes in partnering with clients to get the most value out of their foundation systems (CTI, IVR and ACD), in addition to bringing fresh perspectives to workforce performance management. He has championed Fortegra’s projects related to improved self service via touch tone IVR, speech recognition and web self service.

Prior to Fortegra, Steiger was a manager with Accenture. There, he focused on power generation, Customer Choice and eBusiness initiatives for utilities. While at Accenture, Steiger was a thought leader in utility business and technology. He served as the knowledge manager for the Power Generation line of business, and was a member of Accenture’s Microsoft Solutions Organization, an internal team of professionals devoted to architecting and delivering solutions based on Microsoft technologies.

He holds a bachelor’s degree in engineering physics and two masters degrees, in nuclear engineering and mechanical engineering, from The Ohio State University.

Lincoln brings over 13 years of call center experience to his position with Fortegra. He currently focuses on helping his clients optimize the use of technology in their call center by managing self-service projects utilizing leading edge speech recognition software.

Prior to joining Fortegra, Lincoln was general manager of North America Customer and Professional Services at Exigen, LTD, where he managed all levels of technical and business consultants to deliver software project solutions and post-production support.

Previously, Lincoln was with Genesys Telecommunication Labs, Inc., where he last served as vice president of Worldwide Enterprise Professional Services.

While there, he managed the worldwide Professional Services activities related to premise and enterprise-wide call center CTI applications along with integration of various ACD/PBXs, voice response systems, web-enabled technologies, eCommerce, integrated desktop graphical user interface (GUI) applications, expert knowledge bases, call monitoring and recording systems, inbound/outbound blended calling solutions, workforce management, and workflow applications.

He was also instrumental in building the Professional Services team from two to over 300 consultants and managers worldwide.

Lincoln holds a bachelor’s degree in computer science from the University of Canterbury.

Bringing a diverse background of call center experience to Fortegra, Wessel has 10 years of experience managing, implementing and delivering technical integration projects revolving around business process automation and contact center management. He is well versed in CTI, workflow, EAI and many other telephony networking solutions.

Wessel joins the company from Exigen LTD, where he was a consultant, responsible for the design and implementation of solutions for workflow and enterprise application integration (EAI) solutions. While there, he led teams responsible for the solution architecture and delivery of many integral contact center programs for companies within the financial, telecommunication and insurance vertical markets.

Prior to Exigen, Wessel was director of custom development at Genesys Telecommunication Laboratories, Inc. where he managed the professional services team responsible for building custom CTI, CRM and VRU interfaces and solutions for clients in North America and Europe.

Wessel received a bachelor’s degree in computer science from the University of Kansas.

About FortegraSM

Like Iron Sharpening IronSM, Fortegra strengthens its clients as a provider of business and technology consulting services. Fortegra forms long-standing partnerships with its clients by leveraging its business knowledge and intimate understanding of the industry, with deep technical capabilities to deliver high-value solutions.

Fortegra’s core competencies include a thorough understanding of lifecycle application development, implementation and support as well as program and project management. Fortegra’s product expertise encompasses CIS/CRM, billing, customer contact solutions, field operations systems, and scheduling and settlement applications. More information is available at

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