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The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course is designed to provide learners with an in-depth understanding of the Cisco Unified Contact Center Enterprise (CCE) solutions. It covers the basics of contact centers, including the components and architecture that underpin them. Through a series of modules, students will learn how to deploy basic call settings, build scripts for call routing, configure agent functionality, and manage call treatment and queuing using microapps.
Additionally, the course delves into more advanced topics such as Precision routing, RONA support, and managing agent teams and supervisors. Learners will also gain hands-on experience Administering the Cisco Finesse Desktop, implementing Voice XML (VXML) applications, and configuring various roles and departments. The training concludes with running reports using Unified Intelligence Center (IC) and a comprehensive set of lab exercises to reinforce the knowledge acquired.
Professionals taking this course will develop the skills necessary to effectively manage and administer a Cisco Contact Center, ensuring that they can support complex customer interaction networks and improve the customer service experience.
Successfully delivered 19 sessions for over 31 professionals
Disclaimer- Koenig is a Cisco Learning partner who is authorized to deliver all Cisco courses to customers residing in India, Bangladesh, Bhutan, Maldives, Nepal.
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Cisco Learning Credits : 36
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♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
To fully benefit from this course, you should have the following knowledge:
Recommended Cisco offerings that may help you meet these prerequisites:
The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course is tailored for IT professionals managing Cisco contact center systems.
Introduction: The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course equips students with the skills to manage and maintain a Cisco Unified Contact Center Enterprise solution, focusing on essential administration and scripting tasks.
Learning Objectives and Outcomes:
These objectives ensure that participants will leave the course with a solid understanding of how to administer, script, and report within a Cisco Unified Contact Center Enterprise environment.
Cisco Unified Contact Center Enterprise (CCE) solutions are advanced call center systems that manage large volumes of calls and interactions. This technology integrates with various communication channels, providing tools for routing, reporting, and managing customer interactions effectively. It's designed to improve customer service, increase operational efficiency, and support complex, distributed call center environments. CCE adapts to business needs with customizable features that help manage customer relationships smoothly by optimizing agent performance and improving customer experience. This solution is vital for businesses looking to enhance their contact center operations and provide superior customer service.
Precision routing is a network technology that optimizes the path that data takes across a network to ensure the most efficient and reliable delivery. This technology analyzes the current network conditions, such as traffic load and bandwidth availability, and routes data packets through the least congested and most stable paths. By doing so, precision routing enhances the performance of applications, reduces latency, and improves overall network efficiency. This is particularly important in networks where high data accuracy and timely delivery are critical, such as in financial transactions or real-time communication applications.
RONA support in technology refers to the assistance provided to optimize Return on Net Assets (RONA), a measure of financial performance that assesses how efficiently a company utilizes its net assets to generate profit. The support typically involves implementing technology solutions that enhance asset management, improve operational efficiency, and increase profitability. This includes integrating advanced analytical tools, automation technologies, and asset management systems to streamline processes, reduce costs, and effectively deploy company resources, ultimately boosting the RONA value.
Administering the Cisco Finesse Desktop involves managing a user-friendly interface used by call center agents to handle customer interaction seamlessly. It integrates various communication tools and applications into a single cohesive desktop platform, which enhances the efficiency of agents by providing easy access to information and necessary functionalities. With Cisco Finesse, administrators can customize the interface to meet specific workflow demands, monitor agent performance, and ensure reliable operation, contributing to improved customer service and experience. This administration requires understanding both the technical setup and the optimal use of features to support real-time customer engagement effectively.
Implementing Voice XML (VXML) applications involves creating voice-based interfaces that allow users to interact with systems through speech. VXML uses XML to define how voice interactions occur, specifying what the system says and how it responds to user voice inputs. Common applications include automated call systems for customer service, where users can speak requests instead of pressing buttons. This approach simplifies complex interactions, making them more accessible and efficient.
Unified Intelligence Center (IC) is a powerful reporting tool developed by Cisco, designed to assist organizations in creating, managing, and running reports on various aspects of their communications environments. It enables users to analyze and visualize performance data across Cisco contact center products. The platform provides a user-friendly interface with customizable dashboards, allowing users to tailor reports according to specific data requirements, helping businesses make informed decisions and improve operational efficiencies.
The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course is tailored for IT professionals managing Cisco contact center systems.
Introduction: The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course equips students with the skills to manage and maintain a Cisco Unified Contact Center Enterprise solution, focusing on essential administration and scripting tasks.
Learning Objectives and Outcomes:
These objectives ensure that participants will leave the course with a solid understanding of how to administer, script, and report within a Cisco Unified Contact Center Enterprise environment.
