BBN Technologies, an advanced technology solutions firm, today announced that Joe Alwan has joined the company as Vice President and General Manager of BBN’s AVOKE Call Center Analytics business. Formerly a vice president and general manager at Empirix Inc., Mr. Alwan brings more than 20 years experience in marketing, sales and general management to bear on the growing Call Center Analytics business.

“I’m thrilled to join the BBN team because they have solved one of the most challenging customer service problems,” said Alwan. “There’s a reason why callers are frustrated despite investments in new call center business processes and technology. Complexity has obscured the view of the callers’ actual start-to-finish behavior. BBN’s solution brings clarity and focus to the caller experience.”

BBN’s AVOKE Call Center Analytics solution is an entirely new approach based on rigorous analysis of thousands of a company’s actual callers — from the moment they finish dialing until the moment they hang-up. With 10 patents on the technology and methods, BBN extracts information to profile the customer’s needs and reveals exactly where and how to service callers more effectively. To prioritize improvement initiatives, BBN’s insights quantify the value of removing each discovered dis-satisfier and inefficiency.

BBN’s AVOKE Call Center Analytics have proven their value for companies of all sizes — from regional utilities to national financial institutions, wireless companies and health insurance providers. Customers include NSTAR and Centers for Medicare & Medicaid Services.

“We are fortunate to have Joe on our staff. He brings an entrepreneurial approach and an impressive record of driving growth, which is a great fit for us,” said Alex Laats, president, BBN Technologies, Delta Division. “In the short time that Joe has been here, he has already done a great job of proving to customers that our solution provides a complete and detailed picture of actual caller behavior that is critical to identify the improvements that will have the greatest impact on customer satisfaction and efficient operations.”

Prior to Empirix, Mr. Alwan was a senior vice president at Open Market Inc., where he spent 5 years in sales, marketing and business development roles. Previously, he was a director at Sun Microsystems Inc., where he built a new team to manage Sun’s top software partnerships globally. Earlier career experience includes marketing and product management roles at Maspar Computer Corporation, Mips Computer Systems, and Hewlett-Packard.

About BBN Technologies BBN Technologies, an advanced technology and research and development firm, is focused on solving some of the world's most pressing problems. From national security, information security, and speech recognition, to integrating disparate systems and networks, BBN has been at the forefront of technological change for over 50 years.