Cisco Unified Contact Center Enterprise in Hong Kong

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Cisco Unified Contact Center Enterprise Training

Hong Kong

Identify the basic components and operations of the UCCE solution.
Learn how to build and test basic ICM script utilising microapps.
Learn to deploy the CVP VXML components in a unified CCE solution.

Dates & Prices Dates & Prices

Course information

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 Hong Kong venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

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.

Hong Kong is an autonomous territory of the People’s Republic of China and can be located on the southern coast of China. Hong Kong has a population of around 7 million people. The education system in Hong Kong is mostly based around the English system and it is overseen by the Education Bureau and the Social Welfare Department. One of the earliest schools in Hong Kong was Li Ying College established in 1075. The education level begins with preschool education that is payable education, paid by pupil’s parents. The primary and secondary education is mandatory for every child in Hong Kong to attend from the age of 6 to 18. Higher education remains exclusive in Hong Kong and adult education is a growing sector in Hong Kong, with two non-profit school running evening courses. The University of Hong Kong was founded in 1911 and is the oldest tertiary (higher education) institution in Hong Kong and is organised into 10 academic faculties with English as the main language of instruction. The Education Bureau in Hong Kong also provides educational services for immigrant children from mainland China and other countries. Hong Kong also has 175 internal schools.

Address

62/F & 66/F
The Center
99 Queens Road
Central
Hong Kong

T: +852 2592 5349

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 Hong Kong. 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.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Cisco Unified Contact Center Enterprise in Hong Kong, 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.

Learn more in our FAQs

What our customers are saying

Cisco Unified Contact Center Enterprise in Hong Kong FAQs

What is Cisco Unified Contact Center Enterprise (UCCE)?

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.

What are the pre-requisites?

There are no formal prerequisites for this Cisco Unified Contact Center Enterprise Course. However, basic networking knowledge will be helpful.

Who should attend this course?

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.

Do you offer support for the course?

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.

What is included in the course?

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.

What is the duration of this course?

This course takes 2 days to complete during which delegates participate in intensive learning sessions that cover various course topics.

How long until I receive the course confirmation details?

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.

What topics are covered in Cisco UCCE Training?

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.

What are the formats of UCCE Training available?

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.

Are there certification exams related to UCCE?

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.

What tools will I use during training?

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.

What are the career benefits of Cisco UCCE Training?

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.

How long is the Cisco UCCE Training?

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.

Where can I register for Cisco UCCE Training?

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.

What’s the difference between UCCE and UCCX Training?

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.

Can I customise my UCCE Training?

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.

Why choose The Knowledge Academy in Hong Kong over others?

The Knowledge Academy in Hong Kong 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.

What is the cost/training fees for Cisco Unified Contact Center Enterprise Training in Hong Kong?

The training fees for Cisco Unified Contact Center Enterprise Trainingin Hong Kong starts from HKD31495

Which is the best training institute/provider of Cisco Unified Contact Center Enterprise Training in Hong Kong?

The Knowledge Academy is the Leading global training provider for Cisco Unified Contact Center Enterprise Training.

What are the best Cisco Training courses in Hong Kong?

Please see our Cisco Training courses available in Hong Kong

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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