Marcus Alvarez

Marcus joined SpiceCSM in 2010 as an agent in the Internal Test Bed Contact Center. There, he quickly worked through the ranks and into his current role as SpiceCSM’s Director of Professional Services. In this role, Marcus is in charge of supporting current clients and deploying new ones into the SpiceCSM platform. He and his professional services team set up clients within SpiceCSM and handle developing process flows, procedures, business intelligence rules, and work closely with the product development teams to add integration layers and continued functionality to the platform.

Through his experience, Marcus has gained a strong understanding of the contact center environment from many perspectives, and how SpiceCSM can enhance the experience from all of those different perspectives. Marcus’s deep understanding of the SpiceCSM platform allows him to work closely with clients to bring guided agent scripting, unified agent desktop, and reporting approaches to help their organizations succeed.