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Ibrahim Malick

No Longer with Cisco

Ibrahim Malick is a Contact Center Solutions Specialist supporting Financial Services Institutions in Cisco’s Global Enterprise Theatre. Ibrahim is known for positively impacting productivity improvements, cost savings, and sustainable revenue through a combination of proficiency in business architecture, implementation and troubleshooting.

Ibrahim has been instrumental in the transformation of contact center operations of several global institutions from legacy voice-centric interaction to Omnichannel engagement. He has been part of the journey of firms from simple descriptive statistics about aspects of its business—Average Hold Time, Abandon Rate, First Call Resolution to predictive modeling.

Prior to joining Cisco, Ibrahim was part of AT&T Network Integration team managing the complex, multi-year projects for global signature accounts. He led global operations by identifying key market opportunities and cultivating strategic business partnerships.

Ibrahim is a CCIE, PMP and holds degrees in Mathematics and Anthropology. He lives in Manhattan and writes about culture and politics for leading media outlets.

Articles

May 28, 2015

COLLABORATION

Mobile Growth is Key Focus at 2015 ICMI Contact Center Expo and Conference

The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus. But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just […]

April 1, 2015

COLLABORATION

Track the Customer Journey with Cisco Context Service

I was on a weeklong business trip to London last month, and as I made my way to purchase a ticket for Heathrow Express train, I realized that I had left my corporate credit card at home. It was close to midnight in London, and Heathrow Express was the perfect option because I was going […]

March 9, 2015

COLLABORATION

Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to […]