Following a Call Through ICM and CVP
By Marty Griffin | 1 Min Read | 41 Min Video
In this video, Sunset Learning Institute Contact Center Specialized Instructor Marty Griffin demonstrates in great detail different scenarios for:
- The call arriving at ICM and starting a script
- How the call is transferred to CVP for interaction with the caller
- How the call is transferred to a contact center agent
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Marty Griffin has been involved in the contact center space for well over 30 years starting at the birthplace of call centers –Omaha Nebraska. He was operations manager for the new Northwestern Bell call center business which contributed 19% of all annual business revenue for a 5-state region.
He served as an AT&T product manager for ACD and Predictive Dialer products for two Bell operating companies. He owned and operated an AT&T partnered-business to sell and maintain Conversant IVRs.In the early 2000s, he developed the first of many Cisco courses for Cisco Unified IP IVR and Cisco Unified Contact Center Express. On behalf of Gold Systems in Boulder and Cisco Systems, he has traveled around the world teaching over 400 contact center-related deployment and scripting courses. He has also supported many customer implementations and applications in his spare time.
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Tags: Cisco Contact Center, Tech Talk Webinar