Russ Brookes

Director, Services – AI & Knowledge Management, Process, Data

Russ Brookes oversees Avaya Global Customer Services AI, Knowledge Management, Process and Data Privacy disciplines. He has over 10 years of experiencing in defining and implementing systems that leverage an organization’s collective knowledge to deliver high customer satisfaction in a highly productive manner, with current focus on using AI technology toward this goal.  He is a recipient of the Innovator’s Award from the industry Consortium for Service Innovation for his pioneering work in developing the KCS (Knowledge Centered Support) proficiency system, and contributions to the KCS Standards and Practices.