Automation Evangelist Group Technology, IAG
Probir Geoffrey Dutt ran his first contact centre in 1991 in the UK for Symantec. He then went on to manage global consumer customer services for 3Com a few years later based out of Chicago. He was responsible for managing call centres around the world including his first Indian call centre in 1995. In 2000 Probir joined forces with the ex-CEO and COO of Sitel Asia Pac to start a new BPO with contact centres in the UK, Czech Republic and India. Upon moving to Australia in 2004 he ran a BPO consulting house before joining Convergys as the country head in 2012.
A short while after this it became clear to Probir that the BPO industry was changing fast and moving from a labour arbitrage model towards a technology arbitrage one. So he moved to IBM as Director of BPO & Cognitive Automation, focusing on technology solutions that work along side or replace first line agents. He now runs Automation for IAG bringing these ideas of cognitive process automation to life on a daily basis.