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Cisco Unified Contact Center Enterprise Training Course Outline
Module 1: Cisco Unified Contact Center Solutions
- Contact Center Enterprise Solutions
- Packaged Contact Center Enterprise
- Hosted Collaboration Solution for Contact Center
- Unified Contact Center Enterprise
- Contact Center Enterprise Solution Comparison
Module 2: Unified CCE Reference Designs
- Introduction to the Reference Designs
- Benefits of a Reference Design Solution
- Specifications for a Reference Design Solution
- Contact Center Enterprise Reference Designs
- Topologies for Reference Designs
- Non-Reference Design Solutions
Module 3: Contact Center Enterprise Solutions Overview
- Contact Center Solutions Architecture, on page 37
- Core Components, on page 41
- Optional Cisco Components, on page 70
- Third-Party Components, on page 75
- Integrated Features, on page 78
- Call Flows, on page 90
- Topologies
- Solution Administration
- Solution Serviceability and Monitoring
- Localisation
Module 4: Configuration Limits and Feature Availability for Reference Designs
- Reference Design Configuration Limits
- Feature Availability for Reference Designs
Module 5: Unified Contact Center Enterprise Solution Design Considerations
- Core Components Design Considerations
- Reference Design and Topology Design Considerations
- Optional Cisco Components Design Considerations
- Third-Party Component Design Considerations
Module 6: High Availability and Network Design
- High Availability Designs
- High Availability and Virtualisation
- Network Design for Reference Design Compliant Solutions
- Ingress, Egress, and VXML Gateway High Availability Considerations
- CVP High Availability Considerations
- Unified CCE High Availability Considerations
- Virtualised Voice Browser High Availability Considerations
- Unified CM High Availability Considerations
- Cisco Finesse High Availability Considerations
- Unified Intelligence Center High Availability Considerations
- Unified CM-based Silent Monitoring High Availability Considerations
- Customer Collaboration Platform High Availability Considerations
- Unified SIP Proxy High Availability Considerations
- Enterprise Chat and Email High Availability Considerations
- ASR TTS High Availability Considerations
- Outbound Option High Availability Considerations
- Single Sign-On High Availability Considerations
Module 7: Solution Security
- Introduction to Security
- Network Firewalls
- Host-Based Firewall
- Active Directory Deployment
- IPsec Deployment
- Server Security Configuration
- Endpoint Security
- Secured PII in Transit
Module 8: Design Considerations for Integrated Features
- Agent Greeting Considerations
- Application Gateway Considerations
- Business Hours Considerations
- Customer Virtual Assistant Considerations
- Cisco Outbound Option Considerations
- Courtesy Callback Considerations
- Call Context Considerations
- Contact Center AI Services Considerations
- Database Lookup Design Considerations
- Mixed Codec Considerations
- Mobile Agent Considerations
- Phone Extension Support Considerations
- Post Call Survey Considerations
- Webex Experience Management Considerations
- Webex Experience Management Digital Channel Survey Considerations
- Customer Journey Analyser
- Data Security for Customer Journey Analyser
- Precision Routing Considerations
- Single Sign-On (SSO) Considerations
- Whisper Announcement Considerations
Module 9: Bandwidth, Latency, and QoS Considerations
- Bandwidth, Latency, and QoS for Core Components
- Bandwidth, Latency, and QoS for Optional Cisco Components
- Bandwidth and Latency Considerations for Cisco Answers
- Bandwidth, Latency, and QoS for Optional Third-Party Components
Module 10: Sizing and Operating Conditions for Reference Designs
- Sizing for Reference Design Solutions
- Operating Considerations for Reference Design Compliant Solutions
Module 11: Sizing and Operating Conditions for Reference Designs
- Sizing for Reference Design Solutions
- Operating Considerations for Reference Design Compliant Solutions
Who should attend this Cisco Unified Contact Center Enterprise Training Course?
The Cisco Unified Contact Center Enterprise Course is designed for professionals who are involved in the design, deployment, and administration of Cisco Unified Contact Center solutions. This Cisco Training can benefit a wide range of professionals, including:
- System Engineers
- System Integrators
- Network Engineers
- Contact Centre Administrators
- Customer Experience Managers
- Technical Support Personnel
- IT Managers
Prerequisites of the Cisco Unified Contact Center Enterprise Training Course
There are no formal prerequisites for this Cisco Unified Contact Center Enterprise Course. However, basic networking knowledge will be helpful.
Cisco Unified Contact Center Enterprise Training Course Overview
Cisco Unified Contact Center Enterprise (UCCE) is a sophisticated contact centre platform that integrates multiple communication channels to enhance customer service experiences. It offers a scalable, distributed architecture, enabling businesses to manage large volumes of customer interactions across various channels, including voice, email, web chat, and social media.
The benefits of Cisco Unified Contact Center Enterprise are multifaceted. Firstly, it enhances customer experience by providing a seamless, multi-channel communication platform that ensures customers can interact with a business through their preferred channel. Secondly, it improves operational efficiency by automating and optimising contact centre workflows and resources, leading to reduced hold times and quicker resolution of customer inquiries.
The Knowledge Academy's 2-day Cisco Unified Contact Center Enterprise Training Course offers significant benefits for IT professionals and contact centre administrators. It provides comprehensive knowledge and skills to deploy, configure, and manage UCCE solutions effectively. This expertise is crucial for ensuring optimal performance and reliability of the contact centre infrastructure.
Course Objectives
- To gain comprehensive knowledge of Cisco Unified Contact Center Enterprise architecture and components
- To learn to deploy, configure, and manage UCCE solutions efficiently
- To master the integration of UCCE with Cisco's Unified Communications and third-party systems
- To develop skills in troubleshooting and optimising UCCE operations
- To prepare for professional certification exams related to UCCE
This Cisco Course is designed to empower delegates with an in-depth understanding and practical skills in managing Cisco Unified Contact Center Enterprise solutions.
What’s included in this Cisco Unified Contact Center Enterprise Training Course?
- World-Class Training Sessions from Experienced Instructors
- Cisco Unified Contact Center Enterprise Certificate
- Digital Delegate Pack
Why choose us
Our Virtual venue
Includes..
Air conditioned
To keep you comfortable during your course we offer a fully air conditioned environment.
Full IT support
IT support is on hand to sort out any unforseen issues that may arise.
Video equipment
This location has full video conferencing equipment.
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Cisco Unified Contact Center Enterprise in Virtual. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Unlock your potential with The Knowledge Academy's Cisco Unified Contact Center Enterprise in Virtual, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Cisco Unified Contact Center Enterprise in Virtual. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Cisco Unified Contact Center Enterprise in Virtual sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
Cisco Unified Contact Center Enterprise in Virtual FAQs
Cisco Unified Contact Center Enterprise (UCCE) is a comprehensive solution that enables businesses to manage customer interactions across multiple channels, integrating voice, email, chat, and social media, improving customer experience through automation, scalability, and advanced reporting capabilities.
There are no formal prerequisites for this Cisco Unified Contact Center Enterprise Course. However, basic networking knowledge will be helpful.
This course is ideal for professionals responsible for managing or deploying Cisco Unified Contact Centre Enterprise solutions, such as Network Engineers, Contact Centre Managers, System Administrators, and IT Professionals looking to enhance their knowledge of complex contact centre environments.
Yes, The Knowledge Academy offers support via phone & email before attending, during, and after the course. Our customer support team is available to assist and promptly resolve any issues you may encounter.
In this training course, delegates will have intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
This course takes 2 days to complete during which delegates participate in intensive learning sessions that cover various course topics.
You should receive the confirmation details for the Cisco UCCE Course within 24-48 hours after registration. If you haven't received it by then, please check your spam folder or contact our support team for assistance.
Cisco UCCE Training covers topics such as the architecture and deployment of Unified Contact Centre Enterprise, call routing, scripting, troubleshooting, and managing customer interaction solutions, providing delegates with essential skills for handling complex contact centre environments.
UCCE Training is available in various formats, including classroom-based learning, virtual instructor-led training, and self-paced online courses. These formats offer flexibility, allowing delegates to choose the option that best suits their learning preferences and schedules.
Yes, there are certification exams related to UCCE. Successful completion of the relevant Cisco certification exams allows delegates to earn credentials such as the Cisco Unified Contact Centre Enterprise Specialist certification, which validates their expertise in deploying and managing UCCE solutions.
During UCCE training, delegates will use various tools such as Cisco Unified Contact Centre Enterprise software, Cisco Unified Intelligence Centre for reporting, scripting tools like Unified Call Studio, and real-time monitoring and troubleshooting tools to manage contact centre operations effectively.
Cisco UCCE Training offers significant career benefits by enhancing your expertise in managing complex contact centre environments, improving your troubleshooting and scripting skills, and increasing your value in roles such as network engineer or contact centre manager, leading to better job opportunities and career advancement.
Cisco UCCE Training lasts upto 2 days, depending on the specific course provider and format. This duration provides delegates with comprehensive knowledge and hands-on experience in managing and deploying Unified Contact Centre Enterprise solutions effectively.
To register for the course, visit The Knowledge Academy's website, navigate to the course page, and click on the registration button. Fill in the required details, select your preferred schedule, and complete the payment process.
The key difference between UCCE and UCCX Training lies in the scale and complexity of the systems they cover. UCCE Training focuses on Cisco's Unified Contact Centre Enterprise, designed for large-scale, complex contact centre environments. In contrast, UCCX Training is centred around Cisco's Unified Contact Centre Express, which is ideal for smaller, less complex contact centres. UCCE supports more advanced features and greater scalability than UCCX.
Yes, UCCE Training can be customised to meet specific needs. Organisations often tailor the training to focus on particular areas such as call routing, scripting, or troubleshooting, ensuring delegates gain skills most relevant to their roles and business requirements.
The Knowledge Academy in Virtual stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The training fees for Cisco Unified Contact Center Enterprise Trainingin Virtual starts from £2495
The Knowledge Academy is the Leading global training provider for Cisco Unified Contact Center Enterprise Training.
Please see our Cisco Training courses available in Virtual
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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