About Us
TotalCX: Transforming Customer Interactions into Lasting Relationships
Welcome to TotalCX, where we redefine the boundaries of customer experience management. Founded with a vision to revolutionize how businesses connect with their customers, we have become a leader in providing cutting-edge solutions that bridge the gap between companies and their clients.
Our story began with a simple yet profound realization: in the digital age, customer interactions are more than mere transactions; they are opportunities to build lasting relationships. This insight led us to create TotalCX – a platform designed not just to track customer interactions but to transform them into meaningful experiences.
Our Mission
At TotalCX, our mission is to empower businesses of all sizes to truly understand their customers. We do this by offering innovative tools that provide comprehensive insights into every customer interaction. Our AI-driven technology captures and analyzes voice and text communications, offering real-time feedback and actionable data to enhance customer engagement.
Our Technology
Our state-of-the-art platform is a gateway to understanding the nuances of customer behavior. By integrating communications from phone calls, SMS, and chat, we provide a 360-degree view of the customer journey. This holistic approach allows businesses to personalize their services, reanimate leads, and ultimately, convert one-time interactions into long-term loyalty.
Our Commitment
TotalCX is committed to advocating from the customer’s perspective, a unique approach that sets us apart in the industry. We believe that understanding the customer’s journey – from awareness to loyalty – is key to business success. Our platform is designed to guide businesses through this journey, ensuring a seamless and enjoyable experience for both the company and its customers.
Our Impact
With over 6,000 businesses using our solutions, from startups to Fortune 500 companies, TotalCX has established itself as a vital player in the realm of customer experience management. Our award-winning cloud phone system and innovative call tracking technology have not only enhanced customer experiences but also reshaped how businesses perceive and interact with their clientele.
Our Awards
Our Management Team
Gary Graves
Co-founder & Chief Executive Officer
Gary co-founded InteractiveTel, now TotalCX, in 2008 and presently serves as CEO. Previously, he served as the company’s first Chief Technology Officer. He developed the communications platform on which the company’s proprietary products are based and has been instrumental in the company’s dynamic growth trajectory. An innovator to the core, Gary continues to educate himself on the current state of technology in computer science and engineering. He enjoys unplugging as often as he can by taking road and camping trips across the United States with his family.
Jack Behar
Co-Founder & President
Jack’s more than 30 years of high-growth technology and telecommunications industry experience and many executive positions led him to co-found InteractiveTel, now TotalCX, in 2008. A specialist in forensic telecommunications, software and document management, Jack has direct experience with Fortune 100, automotive, energy, insurance, software, global emerging markets (GEM) and venture capital firms. His natural leadership and love of sports and coaching led him to volunteer for the Miracle League, which helps children with disabilities develop a love of sports. He also enjoys spending time on the water with his family.
Brian Futrell
Chief Operating Officer
Brian most recently held the position of Vice President of Operations before being appointed Chief Operating Officer at TotalCX. He joined the company as their first employee in 2011 and presently oversees implementation, support, and LNP departments. Brian holds extensive knowledge of the TotalCX products and solutions which he utilizes to promote best-practice usage. He regularly collaborates with cross-functional teams to understand issues related to customers, with the aim of improving the support process as a whole. Brian actively participates in determining department and team objectives, effectively aligning them with company goals. Brian resides in Tennessee and is a fitness enthusiast.
David Malone
Chief Sales Officer
David joined TotalCX in 2020 as Vice President of Sales, bringing with him more than 30 years of experience in the automotive industry. David took on the role of Chief Operating Officer, where he was responsible for the company’s day-to-day administrative and operational functions and how to integrate best practices for revenue generation and develop a strong company culture. In his current role as Chief Sales Officer, his expertise in software as a service (SaaS) sales, call tracking, telephony and CRM processes help maximize sales and service goals at automotive dealerships in the United States and Canada. A multiple-award winner for revenue growth, David deftly manages dynamic global sales teams – stemming from his years coaching many sports. When not at work or on the field, he enjoys spending time with his wife and their three boys. He has a bachelor’s degree in business from the University of Southern California’s Marshall School of Business.
Ammar Zuriki
Chief Technology Officer
Ammar brings 20+ years of leadership roles in the software industry. He is a customer-focused and data-driven strategist recognized for delivering scalable products, fostering cross-functional collaboration, and driving customer delight and financial success. Prior to joining TotalCX, Ammar held the role of Principal Technical Product Manager at Nuance Communications (a Microsoft Company). During his tenure, he played a pivotal role in steering the development of the Omnichannel Customer Engagement solution, focusing extensively on Reporting and Analytics. A proud alumnus of Bradley University, Ammar earned his Bachelor's degree in Computer Science before further advancing his education with an MBA from Plymouth State University.
Jonathan Jackson
Chief Experience Officer
Jonathan has held numerous positions in automotive software including 8 years at TotalCX as both the Director of Partner Accounts and Lead Product Manager. Prior to joining TotalCX, Jonathan held continuously advanced positions in support and account management at Car-Research XRM. With this extensive experience, Jonathan brings in-depth knowledge of automotive technology needs, dealership operations as well as dealership client management. In his new role, Jonathan will be responsible for both the Support and Account Management teams that serve the TotalCX customer base. When not at work, Jonathan enjoys fishing with his wife and kids and pastors one of the fastest growing churches in North Houston.
Sean Barrett
Chief Information Officer
Joining the team in 2015, Sean serves as CIO for TotalCX bringing 40+ years of experience with IT and Telecommunications in highly competitive market spaces.
Prior to TotalCX, Sean has been an entrepreneur in the technology, automotive, aviation and heathcare industries. He has built several companies and brought them to successful exits in the public and private markets. Sean's current role is multi-disciplinary, focusing on reducing friction in the service delivery model and sales process for TotalCX, managing the TotalCX Hosted PBX team as well as the traditional CIO responsibilities. Sean is a US Navy Veteran, a graduate of the FBI Citizens Academy and has been recognized for his contributions to technology innovation in the State of Florida. He enjoys traveling with his wife and experiencing different cultures, cuisine and history.
Jennifer Sanford
Chief Marketing Officer
Jennifer Sanford joined TotalCX as Chief Marketing Officer and Consultant in 2023. She has led sales and marketing efforts for technology companies over the last 20 years at both the start-up and enterprise level. Notable is her work in automotive retail where Jennifer built and led successful marketing, lead generation, brand management and OEM business development operations for Dominion Dealer Solutions. In addition to automotive, she led strategic business development and marketing teams in the health insurance and recruitment industries. Jennifer holds a BA in East Asian Studies and MBA both from the College of William and Mary.
Join Us
At TotalCX, we’re more than just a company; we’re a partner in your journey towards exceptional customer engagement. Join us as we continue to innovate and lead the way in transforming customer interactions into lasting relationships.
Elevate Your Customer Experience Today.
