Founded in 2001 and headquartered in the heart of Silicon Slopes, KomBea develops contact center technology aimed at enhancing and perfecting agent-customer phone interactions. Call center agents around the globe use KomBea technology on millions of calls every month.
Art Coombs | Founder & CEO
Art has over 25 years of experience with a number of global firms and their contact/BPO centers worldwide. Before heading up KomBea, Art served as the EVP, Business Development/Strategic Initiatives for ICICI OneSource (now FirstSource), one of India’s largest BPO/Contact Center outsourcers. Previously, Art was CEO and founder of Echopass Corporation, which built the world’s premier contact center hosting environment.
Art is also a widely published author of methodologies for BPO/contact centers, outsourcing, and technical support, and speaks regularly at contact center support conferences.
Art has more than 25 years of experience as a global Business Process Outsourcing (BPO) industry executive.
Ronnie Johansen | Founder & SVP Operations
Before co-founding KomBea, Ronnie served as the Director of Contact Center Solutions at Intuit Corporation, where he played a key role in defining and driving the company’s contact-center technologies. Previously, Ronnie has served as Vice President of Operations for Sento, Director of Customer Service for Novell, Inc. in the Netherlands, and Director of Software Internationalization at WordPerfect Corporation. Over the years he has seen companies operate inefficiently and lose millions to credit card fraud. He is continually implementing KomBea solutions that remove these problems from contact centers around the world.
Ronnie has more than 25 years of experience working with progressive companies in the software and contact center industries.
Dave Peachey | Founder & CTO
Before joining KomBea, Dave served as VP of Engineering at UpWind Solutions, where he led the development teams in creating tools for creating improved operational performance of large wind farms. Dave also served several executive positions at Invensys Controls, and as VP Engineering at Unity Systems, and was a key developer in the creation of the original PhoneMail voice mail system at ROLM Corporation. Dave has brought an enhanced level of design and engineering to KomBea that enables solutions that are uniquely competitive within the contact center space.
Dave brings more than 25 years of experience developing software and grooming world-class software engineers.
KomBea’s management team has collectively managed tens of thousands of call center agents across the globe, over several decades. They are committed to the highest quality experience on every call. They strive for Net Promoter, C-SAT scores and sales metrics that make other call centers envious. Their objective has always been to make their companies and clients insanely successful.
Through decades of management experience, it has become clear to them that you can implement a process for everything, but without the right software tools, you cannot implement a process that will help an agent say the right thing, at the right time with the right tone, every day on every call. The company motto is, “when agents are your process, you have no process.” At least not a replicable one.
Legal disclosures and compliance statements are difficult to measure and enforce. If any call center tells you that their compliance with live agents is consistently above 93%, you are being deceived!! Even if you have an army of quality and compliance specialists, agents will eventually paraphrase, omit, mumble, speak too fast, and leave out (intentionally or unintentionally) critical pieces of the disclosure.
Because of these challenges, KomBea has built software tools that ensure quality, compliance, security, and continuous process improvement. Unique proprietary tools that combine human intelligence and intuition with the accuracy, consistency, and measurability of technology.
KomBea sells its tools to marquee clients who use them internally as well as leveraging them in its own call centers, thereby allowing clients the benefit of these tools combined with labor arbitrage at offshore facilities.