Cisco Unified Contact Center Enterprise in Nottingham

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Cisco Unified Contact Center Enterprise Training

Nottingham

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 Nottingham 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.

Nottingham is a city in Nottinghamshire, England and is around 30 miles south of Sheffield. Nottingham is most famous for its affiliation with Robin Hood and for its industries of bike and lace making and tobacco. Its population is around 310,000 people making it the second largest city in the Midlands. Schools in Nottingham are governed by the unitary authority of Nottingham and the Nottingham City Council. There are a large number of primary and secondary schools in Nottingham, including Alderman White School, The Holgate Academy, Rushcliffe School, Tuxford Academy, Serlby Park Academy and The Oakwood Academy.

There are several colleges, most of which were formed by the merging of lots of different smaller colleges. For example, Central College was formed when South Nottingham College and Castle College merged and New College was created when four small colleges joined together. There are several smaller academies and sixth-form colleges for educational purposes also. Independent schools also thrive in Nottingham; Nottingham High School was founded in 1513 and is the city’s oldest educational institute. There are two universities in Nottingham, the Nottingham Trent University and the University of Nottingham. These universities have a combined student population of around 61,000. Nottingham Trent University was founded in 1843 but only became a university in 1992 when the Nottingham Government School of Design was established. It is split over three different campuses across Nottingham.

The University of Nottingham is a public research university was founded in 1881 and has a variety of campuses in and around Nottingham, as well as some in China and Malaysia. It is most famous for its teaching in economics, law and pharmaceuticals as well as its teaching hospital, the Queen’s Medical Centre which is located outside Nottingham but still in the same county. Notable alumni include David Ross, co-founder of Carphone Warehouse, actress Ruth Wilson, actor Theo James and Nobel Prize winner Sir Clive Granger.

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Address

Nottingham

T: 01344203999

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 Nottingham. 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 Nottingham, 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

Experience the most sought-after learning style with The Knowledge Academy's Cisco Unified Contact Center Enterprise in Nottingham. 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 Nottingham 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

Learn more in our FAQs

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

Learn more in our FAQs

What our customers are saying

Cisco Unified Contact Center Enterprise in Nottingham FAQs

What time shall I arrive at the venue?

Please arrive at the venue at 8:45am.

What are the pre-requisites?

There are no formal prerequisites for this course. However, basic networking knowledge will be beneficial.

Who should attend this course?

This course is for individuals and IT professionals who want to learn about wireless technologies.

Do you offer support for the course?

We are able to provide support via phone & email prior to attending, during and after the course.

What is included in the course?

Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments

What is the duration of this course?

This course is 2 days.

How long until I receive the course confirmation details?

Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts

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

The training fees for Cisco Unified Contact Center Enterprise Training certification in Nottingham starts from £2495

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

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

What are the best Cisco Training courses in Nottingham?

Please see our Cisco Training courses available in Nottingham

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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