ICS SpotlightICS Spotlight

About ICS

Customer Experience Heroes

We’ll make it easy to:

  • Retain existing customers
  • Delight new customers
  • Boost agent satisfaction
  • Create corporate value
  • Fulfill your brand commitment
Ken Kiernan
Ken Kiernan

Ken Kiernan Co-Founder & President Ken Kiernan co-founded ICS, and serves as our President. Under Ken’s leadership, ICS has grown by double digits every year, and has expanded nationally to over 150 major accounts by continuously developing its contact center support offerings. Before co-founding ICS, Ken was a top sales representative with a regional contact center provider, served as the telecommunications manager for a travel organization with fourteen locations, and was the Director of Contact Centers for a national public company.

Keith Wagner
Keith Wagner
EVP, Operations & Support

Keith Wagner Co-Founder & EVP, Operations & Support Keith Wagner co-founded ICS, and serves as our Executive Vice President. Under Keith’s leadership, ICS has grown its professional services support team to be the best in the industry. Before co-founding ICS, Keith served as the Operations and Support Manager of a major NICE Partner, and has focused on the NICE product line since its introduction in the U.S. Keith has an extensive background in electronics and IT, and is an industry leader in supporting Microsoft and NICE solutions.

Julie Rupp
Julie Rupp
Vice President, Sales

Julie has invested more than twenty years understanding the complex problems of contact centers and infusing the right technology at the right pain points to drive true transformation. An experienced leader of high-performance sales operations, Julie brings thirteen years of NICE expertise to ICS.

Lorraine McIntyre
Lorraine McIntyre
Executive Director

Executive Director Lorraine joined ICS in 2010, and has helped to manage the administration and growth of the company. Prior to joining ICS, Lorraine worked for over twenty years in customer service, and her customer service background has helped to define ICS. Lorraine has worked in education, retail, and for a utility company.

Glenn Paul
Glenn Paul
VP, Marketing

VP, Marketing Glenn is responsible for ICS’ marketing strategy and press engagement. He has founded and led several companies including Clancy-Paul Computers, QwikQuote software, dotPhoto.com, and Textler Software. Prior to joining ICS, Glenn served as VP, Marketing for Gentell, a wound care manufacturer.

He was the President of the Association of Better Computer Dealers and the president of the Association of Imaging Executives.  Glenn holds a BA in English Literature from Princeton University.

Meet some of our partners


Connected Customer Experiences


AI-driven Conversation Analytics


Mission-critical recording solutions


We help you get there!


Customer-experience Testing and Assurance


Experiences that flow


AI-powered modern customer service. Your way.


Sales Engineering—Increase your Sales Trajectory

Wilmac Technologies

Innovative communications recording & customer experience solutions

ICS History

ICS Headquarters

617 Stokes Road
Suite 4-333
Medford, NJ 08055

Since 2007, ICS has excelled in state-of-the-art customer experience systems. From call recording, ICS expanded to every aspect of contact center management – including legal, reporting, and compliance requirements.

ICS has installed and supported solutions as large as 6000 seats for financial, insurance, healthcare, consumer product, and other companies dedicated to superior customer experiences.

ICS has the knowledge to reduce operational costs, improve productivity, and contribute to a company’s brand value. ICS designs, installs, and supports CX solutions, driving customer engagement and encouraging agents through best-in-class AI, Omnichannel, and Automation solutions.

Key accomplishments

> Four-time NICE Services Partner of the Year
> #1 NICE-certified installer and service provider in the U.S.
> Over 1000 Contact Centers served
> 26 Fortune 500 companies consulted
> Over 100,000 agents supported
> IAC Award, Best Telecommunication Online Campaign
> ISO 27001 Certified

ISO 27001 Certified (DEKRA) Seal
4 award cups
4x NICE Partner of the Year
#1 Consumer of coffee in Medford, NJ

ICS is growing. If you are an experienced CX salesperson or engineer, let’s talk!

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