Scott has been with The Hartford for the past 10 years, holding technology leadership positions in various business segments. He is currently responsible for the technology support for 8 contact centers across the country containing 3200 agents supporting the Property & Casualty organization. This includes telephony equipment (PBX, networks, phone set), IVR’s, CTI, recording and monitoring platforms, quality and scorecard applications and various contact center support applications (i.e. IEX). He was first to introduce VoiceXML applications into The Hartford and was instrumental in bringing Customer behavioral and experience analytics in as methodology to support business objectives - Increasing Customer utilization of self-service while improving their experience.