Cisco Unified Contact Center Enterprise Training Overview

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

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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. The training enhances the ability to integrate UCCE with other Cisco and third-party solutions, broadening the scope of service offerings and solutions that professionals can provide.

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 participants with an in-depth understanding and practical skills in managing Cisco Unified Contact Center Enterprise solutions. Tailored for IT professionals and contact centre administrators, it emphasises hands-on experience and real-world application, ensuring participants are well-equipped to enhance customer service experiences and operational efficiency in their organisations.

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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

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Cisco Unified Contact Center Enterprise Training. 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 Training, 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 Training. 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 Training sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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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 Cisco Unified Contact Center Enterprise Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our Cisco Unified Contact Center Enterprise Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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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 Training FAQs

Please arrive at the venue at 8:45am.
There are no formal prerequisites for this course. However, basic networking knowledge will be beneficial.
This course is for individuals and IT professionals who want to learn about wireless technologies.
We are able to provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 2 days.
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
The training fees for Cisco Unified Contact Center Enterprise Training certification in New Zealand starts from NZD5095
The Knowledge Academy is the Leading global training provider for Cisco Unified Contact Center Enterprise Training.
Please see our Cisco Training courses available in New Zealand
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Why choose us

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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.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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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Cisco Unified Contact Center Enterprise Training in New Zealand

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