Call Center Expert Witnesses
What is a call center expert witness?
Call center expert witness candidates typically have extensive experience in computer engineering, software development, electrical engineering, network engineering, network communications systems, wireless communication, computer science, voice over IP (VOIP), and/or information technology – dependent on the product or technology involved in the case. Call center expert witnesses must understand the licensing rules and telecommunication regulations. Many times the call center expert witness selected is familiar with current telemarketing standards and protocols, and is a member of industry organizations such as the IEEE, Telecommunications Industry Association (TIA), or the GSM Association.
What types of cases require a call center expert witness?
Matters requiring call center expert witness services may involve intellectual property, such as patent infringement litigation, copyright, or trade secret disputes. Litigation support by call center experts can involve telemarketing practices, contract disputes or call center regulatory compliance/do not call lists. Cases may be civil or criminal and require not only call center expertise, but the ability to communicate findings to juries for ease of understanding.
Call center expert witness case examples
Example cases that Cahn Litigation Services has provided expert witness searches for include:
- telecom installation and coverage in New York,
- Inter Partes Review (IPR) involving an LTE technology patent,
- Voice over Internet Protocol (VoIP) technology (aka internet telephony),
- Code-division multiple access (CDMA) communication patents asserted by an Arizona entity,
- real time messaging technology,
- Global System for Mobile Communications (GSM) standards, and
- an information technology subject matter expert for a signal processing project.
What litigation support work might a call center expert witness be expected to perform?
Litigation support by a call center expert witness could include research and authoring expert reports, providing expert opinions, deposition testimony, and expert testimony at a trial. In a high-profile case, or litigation involving a significant financial stake, a law firm may request an expert with prior expert witness experience. In addition, clients may seek a call center expert for pre-litigation consulting work.
Cahn Litigation Services has the experience required to turn a search for a call center expert witness around quickly, providing the right balance of expertise and testimony experience.
Related Disciplines
Call Center Expert Witness - Representative Bios
Please Note: All Cahn Litigation expert witness searches are customized to attorneys' precise specifications and preferences. Attorneys are encouraged to discuss search parameters with a Cahn search specialist.
The below expert witness bios represent a small fraction of those Call Center experts known by Cahn Litigation Services. These bios are provided to give lawyers a sense of the Call Center landscape.
Expert Witness #260194
This expert is a consultant with many years of experience in telecommunications, with expertise in network services and technology, regulatory interpretation, and industry practices. This expert has vast experience evaluating telecommunications networks and equipment in the context of relevant legal and regulatory requirements, including voice and data services used by cloud-based call centers, customer premises equipment such as predictive dialers, cloud-based technologies, and cellular networks. This expert has a deep understanding of Federal legislation and related FCC rules related to telecommunications, including the Telephone Consumer Protection Act (TCPA), and has provided numerous expert reports and related testimony describing complex network services and functions in the context of industry practices and federal and state regulations.
This expert has provided expert consulting and testifying services in over 50 cases, including appearances before over 25 state regulatory agencies, the FCC, state legislatures, state and federal courts, and arbitrations.
Summary of Selected Professional Experience
- Oversaw state and federal regulatory tariffing and compliance matters for a company owned and funded by a coalition of large cable companies. Ensured company compliance with the TCPA. Developed technical and product descriptions for services utilized by call centers for outbound dialing systems, including predictive dialers. Incorporated sales contracts and agreements into contract-specific tariff terms.
- Lead company representative before state regulators and government officials. Negotiated complex industry precedent interconnection agreements with incumbent local exchange carriers for states pursuant to the Telecommunications Act on 1996. Coordinated with federal regulatory on TCPA matters. Provided testimony on network elements related to call centers and outbound dialing systems pursuant to FCC costing guidelines.
- Responsible for national regulatory policy on evolving technologies and services, including IP-based services used in cloud-based call centers and outbound dialing systems and predictive dialers.
Summary of Selected Case Experience
- Reviewed conference calling network platform configuration in context of Federal regulations. Activities include damages calculations, development of proxy rates and revenues, analysis of call records and bills, and evaluation of industry practice and regulatory issues.
- Provided expert report validating a third-party verification and number portability processes and systems under Federal rules and relevant FCC orders.
- Provided damages calculations related to routing of long distance 8YY traffic. Provided evaluation of complex billing and call routing issues, as well as evaluation of industry practices and regulatory issues.
Start Call Center Expert SearchExpert Witness #231276
This expert was a non-infringement and invalidity expert on a case involving verification of ANI and Caller ID. This expert was a validity expert witness on an IPR involving routing of incoming requests from different communications modalities to best call center resources. This expert was an infringement and validity expert witness a provider of call centers with outbound calling using predictive dialers and other mass calling methods. This expert was a validity expert witness on a case involving licensing of patents involving automation of call center processing. This expert provided consulting services to a provider of large-scale conference calls, analyzing call center, conference call equipment and network services. This expert provided consulting services for requirements for a customer service call center and billing system for the telecommunications vertical. This expert provided consulting services to integrate dispatch management into a customer service call center offering. This expert was responsible for marketing and sales of an Automatic Repair Service Bureau to support telephone line maintenance and repair at smaller telecom companies.
Start Call Center Expert SearchExpert Witness #121596
This expert is a nationally recognized expert in the field of telecommunications and information technology. This expert’s expertise encompasses a broad range of technical and managerial disciplines including voice communications, data networking, carrier services for public/private switched & dedicated networks, image processing, wireless and cable transmission systems, security systems including intruder detection, access control and video surveillance as well as operational and strategic planning. As co-founder and President of a highly sought-after consultancy, this expert is responsible for overseeing corporate operations and providing executive level direction on strategically significant projects. This expert has worked for various organizations in a consultative, design/engineering and managerial capacity. This expert has supported numerous clients with respect to technology consulting in the financial services, high technology, legal, corporate, health care and education sectors. This expert’s technical practice encompasses strategic planning and expert witness litigation support. This expert worked in the military aerospace industry developing strategic and tactical command and control systems for various agencies in the defense and intelligence communities. In addition to litigation experience, this expert and firm have performed an extensive patent portfolio review for a large company working with their in-house Intellectual Property group. In that project this expert evaluated 2 portfolios comprising over 120 patents. The team is highly knowledgeable about the Switched Ethernet and Optical networking marketplace.
AREAS OF EXPERTISE
- Packet Radio
- Packet Switching /Internet Protocol
- Packet Speech / Voice over IP
- Satellite communications
- Telephone switching systems
- Video Surveillance Systems & Video Digitization
- Voice digitization/voice processing
- Voice messaging
- Wireless Communications Systems
- Automated out dialing systems
- Access control systems
- Automatic Call Distribution (ACD) & Interactive Voice Response (IVR)
- Cabling & Wire-based systems
- Cellular telephony
- Intrusion detection systems
- LOS Microwave Systems
- Mission - Critical Infrastructure Design for Data Centers
- Mobility management
Start Call Center Expert SearchExpert Witness #230901
This expert is a Computer Scientist and Technology Consultant specializing in Telecommunications, Call Center applications, and Media Distribution. This expert brings many years of experience in a diverse set of technologies including CTI (computer telephony integration), digital voice processing, speech recognition and Natural Language processing. This expert has a deep understanding of protocols and has designed protocols for many different kinds of systems and has had some of them adopted by the American National Standards Institute (ANSI). This expert has been a consulting expert in approximately 50 matters, IPRs, and Patent Litigation cases including cases for Telecommunication and Speech Recognition providing infringement, invalidity, and deposition testimony. This expert has testified at hearings and at trial for about 10 cases.
Professional Experience
Designed and developed some of the earliest available low-bit-rate digital voice communication products for long haul networks. Work included voice models, input digitization, voice feature extraction, encoding and decoding and interfaces to packet network systems. Designed protocols for various communications devices such as data encryptors.
Manager of Embedded Systems Group. Responsible for designing, among other things, protocols for factory automation systems, including communications and networking devices to handle interfacing host computers to subsystems that used different protocols.
Technology consulting in the area of Call Centers, Telephony, Wireless communication, mobile applications, biometrics and user authentication implementing Speech Recognition.
Provide level 1 & 2 evaluation of Patent portfolios to determine strongest / most valuable patents and identify vendors/products that read on stronger patents. Patents were evaluated in: Telephony, VoIP, Wireless devices, speech recognition, and digital device interfaces.
Provided in-depth research services to inventors and Intellectual Property investors. Also consulted on the design of solutions with embedded voice recognition features in the consumer products space.
This expert has been involved in the study and application of Natural Language understanding and processing, especially related to voice to text conversion, knowledge discovery, fact extraction, summarization, language weighting and importance models, etc. This expert has developed suites of software for each of these areas.
Case Experience
Patent Litigation – Consulting expert with responsibility for leading a group of 10 code reviewers reviewing more than 56 gigabytes of source code over a period of 10 months. The source code was associated with servers and services, content distribution servers, content ingestion servers, security and protocols for media sharing and distribution frameworks and architectures of business systems. Also provided expert consultation to litigation team on system architectures, applications, devices, and services. Coordinated with the team leads reviewing source code on similar architectures for other device manufacturers.
Patent Litigation - Consulting expert on infringement and invalidity of patents relating to voice network functions and processing in VoIP networks including enterprise and residential networks.
Start Call Center Expert SearchExpert Witness #209096
This natural language processing expert is a Computer Scientist and Technology Consultant specializing in telecommunications, speech recognition, eMarketing, natural language processing, contextual grammar, semantic intent, target-audience modeling, and contextual and demographic targeting, with over 30 years of experience across a diverse set of technologies.
This expert has served in a senior eCommerce and eMarketing role involving media access metering and tracking, including implementation of online eMarketing strategies using contextual and behavioral audience targeting.
This expert developed personalized sales systems and targeted advertising based on user profiles, demographics, preferences, questionnaires, and automated generation of customized content and images.
This expert designed and implemented call center systems using voice recognition for automated client response, including IVR menu-based speech recognition and command-based speech recognition that allowed callers to voice menu commands and receive system responses.
This expert designed and developed contact center systems for automated support of telephone calls, chat room communications, and email customer support, including natural language processing that allowed callers to state general requests and have the system interpret and respond to those requests.
This expert designed and developed early Computer Telephony Interfaces that processed telephone DTMF and voice interfaces through computer software, and integrated text-to-speech processing into CTI applications.
This expert has provided testifying expert work in trade secrets matters involving monitoring online user behavior, analyzing purchase intent, and providing purchase assistance through chatbot natural language processing.
This expert has provided testifying expert work in patent litigation involving contextual targeted advertising based on real-time monitoring of television and media, and retargeting contextual advertisements on second devices.
This expert has provided testifying expert work in patent litigation involving real-time contextual and behavioral targeted advertising, including infringement and invalidity rebuttal expert reports.
This expert has provided testifying expert work for multiple defendants in patent litigation involving non-infringement issues related to call center systems, automated processing of IVR requests, and speech recognition integration with IVRs.
This expert has provided expertise in IPR and patent litigation involving conversational AI used for chatbot and task automation, voice command recognition using dynamic grammars, neural-network and machine-learning methods, Hidden Markov models, and speaker intent identification.
This expert is an experienced expert witness and litigation consultant, with testifying experience in over 60 cases, including more than 30 speech recognition and eMarketing cases involving infringement, invalidity, deposition testimony, and trial testimony. This expert's experience includes testimony in a mobile phone authorization patent matter outside the United States, as well as invalidity analysis involving speech recognition patent technology.
Start Call Center Expert SearchExpert Witness #284776
This call center expert has over 40 years of experience in the call center industry, including over 15 years in various leadership positions for a large call center in the health insurance industry.
This expert currently consults on all phases of contact center management, including strategy, people, process, and technology. This expert has written over 100 articles on managing contact centers, spoken at dozens of conferences globally, provided training to over 1,000 contact center leaders, and consulted for more than 100 clients in over a dozen countries.
Start Call Center Expert SearchExpert Witness #299157
This power supply expert is an Electrical Engineer with experience designing and implementing a parallel UPS system for a county 911 call center, an environment where reliability and continuity of power supply are critical.
This expert has not yet had the opportunity to testify in court and is interested in adding that experience.
Start Call Center Expert SearchExpert Witness #302484
This orthopedic surgery expert holds an MD and MHA and is a board-certified orthopedic surgeon with over 25 years of experience in the field. This expert specializes in sports medicine, joint reconstruction, and orthopedic trauma, with professional interests including outpatient total joint surgery, complex knee injuries, traumatic joint injuries, and sports medicine. This expert has been involved in minimally invasive nerve stimulation in painful joints, both before and after surgery.
This expert earned a medical doctorate from a well-regarded medical school, completed an orthopedic residency at a prominent medical institution, and trained in a sports medicine and reconstruction fellowship at a specialized orthopedic institute. This expert has served as a head team physician for a state university and numerous high schools and has provided event coverage for national and international events. This expert has participated in a regional Level I/II orthopedic trauma call panel for over 20 years.
This expert has routinely cared for soft tissue and bony infections over more than 20 years of taking call at a tertiary care center with infectious disease coverage. This expert typically treats the surgical side of infections, while infectious disease specialists manage long-term inpatient and outpatient antibiotics. Over the years, this expert has cared for hundreds of joint, bone, and soft tissue infections.
This expert is an experienced expert witness and litigation consultant.
Start Call Center Expert Search