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
  • Localization

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 Virtualization
  • Network Design for Reference Design Compliant Solutions
  • Ingress, Egress, and VXML Gateway High Availability Considerations
  • CVP High Availability Considerations
  • Unified CCE High Availability Considerations
  • Virtualized 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 Analyzer
  • Data Security for Customer Journey Analyzer
  • 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 in Las Vegas 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

This Cisco Unified Contact Center Enterprise Training Course in Las Vegas offers an in-depth understanding of Cisco's Unified Contact Center Enterprise (UCCE). It is designed to provide a comprehensive insight into the features, functionalities, and operational capabilities of the UCCE platform. As businesses increasingly rely on effective communication solutions, mastering UCCE is crucial in ensuring seamless customer interactions and support services.

Proficiency in UCCE in Las Vegas is essential for professionals seeking to enhance customer experience through advanced contact centre solutions. This course particularly benefits IT Specialists, Communication Infrastructure Managers, and Customer Support Leaders. Mastering UCCE enables these professionals to optimize customer interaction, improve response times, and ensure high-quality communication standards in their organizations.

This 2-day intensive training by The Knowledge Academy in Las Vegas is structured to empower delegates with practical skills and knowledge about UCCE. Participants will learn how to manage and configure the system, troubleshoot common issues, and effectively utilize its full features. The course aims to equip attendees with the confidence and competence to implement and maintain UCCE in their work environments.

Course Objectives:

  • To provide a through understanding of UCCE architecture and components
  • To teach effective configuration and management of UCCE solutions
  • To demonstrate best practices in system maintenance and troubleshooting
  • To enhance skills in optimizing customer interaction and support
  • To develop proficiency in using UCCE reporting and analytics tools
  • To prepare participants for real-world challenges in contact center management

After completing this course in Las Vegas, delegates will receive a certification acknowledging their Cisco Unified Contact Center Enterprise expertise. This certification validates their skills to employers and clients, positioning them as competent professionals in advanced communication solutions.

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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

Why choose us

Our Las Vegas 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.

Las Vegas is situated within Nevada, as well as it being recognised as a major resort city it is also within the top three cities in the United States for meetings, business and conventions destinations. Las Vegas was founded in 1905 however wasn’t recognised as a city until 1911. Vegas or the City of Las Vegas as the city is otherwise known as, is home to around 603,488 people and the metropolitan population is around 2,027,828 people, leaving Las Vegas ranked within the United States most populous cities coming in at number 29. Primary and Secondary schools are either private schools such as the St. Viator School, Faith Lutheran Jr/Sr High School, Alexander Dawson School, The Meadows School and the Bishop Gorman High School or they are public schools which are overlooked by the Clark County School District. The colleges and universities play a big part within the higher education system in Las Vegas with again both private and public colleges and universities as an option available to students. The Universities and colleges include the University of Nevada, Las Vegas, College of Southern Nevada, as well as these students also have other options close by these being Touro University Nevada, Roseman University of Health Sciences, University of Nevada, Reno and Nevada State College. The University of Nevada, Las Vegas which was established in 1957 is one of the public universities and taught around 715 students on a doctoral degree and roughly 4,010 on a postgraduate and 23,813 on an undergraduate’s course in 2014. Students are given the opportunity to be able to take masters, bachelors, doctoral and undergraduate degrees. Subjects which the different universities and colleges offer can include fine arts, health sciences, architecture, dental medicine, nursing, business, law, sciences, nursing, public affairs, social work, engineering, medical health sciences, sports and pharmacy most of which either come under a two year or four year programme.

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Address

Howard Hughes Parkyway
3960 Howard Hughes Parkway
Suite 500
Las Vegas
Nevada
89169

T: +1 7204454674

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 Las Vegas. 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 Las Vegas, 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.

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.

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The training fees for certification in Las Vegas starts from $3195
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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"

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