Ed Margulies Edwin Margulies is Chief Operating Officer at Telephony@Work, the world’s leading maker of adaptive IP contact centers. Margulies is a 25-year industry veteran who has authored 17 books on Call Centers, networking, and service automation. He has designed and implemented hundreds of contact centers, implemented both in the network and on customer premises. Margulies is an inventor with various patents awarded and pending for both telecom and internet-based communications systems. Prior to Telephony@Work, Margulies helped launch Dialogic (acquired by Intel), Voicetek (acquired by Aspect) and also co-founded Sterling Audits, a company specializing in human factors research and service automation.