Cisco Unified Contact Center Enterprise Training Overview

Course syllabus

Who it’s for

What’s included

FAQs

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 Centre Enterprise Training Course?

The Cisco Unified Contact Center Enterprise Course in Washington D.C. 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 Centre 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 Centre Enterprise Training Course Overview

Cisco Unified Contact Centre Enterprise Training explores how UCCE supports advanced customer communication and contact centre operations. Delegates learn key features and functionalities that enable efficient customer interaction and service management.

This training helps delegates strengthen skills in managing communication systems and improving customer experience. By developing knowledge of UCCE configuration and operations, delegates enhance response efficiency and service quality.

This 2-Day course offered by The Knowledge Academy enables delegates to apply UCCE principles confidently. Delegates gain practical insight into system configuration, troubleshooting, and maintaining effective contact center.

Cisco Unified Contact Centre Enterprise Training Course Objectives

  • To provide a thorough 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 Washington D.C., delegates will receive a certification acknowledging their Cisco Unified Contact Centre 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
Hands-On Labs: Included as part of our online instructor-led delivery, these labs provide real-world exercises in a simulated environment guided by expert instructors to enhance your practical skills.
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Train Your Workforce

Looking for Cisco Unified Contact Center Enterprise Training in-house or onsite training in Washington D.C.? We specialise in corporate group training and bulk bookings for organisations of all sizes in Washington D.C.. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

Our Washington D.C. 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.

Washington D.C is the capital of the United States and is a federal district. Washington has around 660,000 inhabitants living in the area.

Washington D.C is the home to a variety of universities such as the American University which is a private research university. The university is affiliated with the United Methodist Church. The university was established in 1893 and was approved by former President Benjamin Harrison. The university enrols around 13,000 students a year who are either undergraduate or graduate students. Students at American University have backgrounds of more than 150 nationalities. The American University is also very well known for its study abroad programs in which students can participate in a number of programs around the world.

The George Washington University is another university located in Washington D.C. The university is a private research university and is the largest institution in the District of Columbia. The George Washington University was established in 1821. The university currently has around 25,300 students in attendance with the majority of those studying postgraduate degrees. Some of the courses available at the George Washington University include; Arts, Science, Business, International Affairs, Public Health, Professional Studies, Engineering, Applied Sciences, Nursing and Medicine, Politics and Law.

Another university located in Washington D.C is the Gallaudet University which is a private university for deaf and hard of hearing students. The university has around 2,000 students in attendance. Gallaudet was established in 1864 and was originally a grammar school for deaf and blind children until it became the university. Gallaudet is famous for being the only university that primarily teaches classes specifically accommodated to deaf and hard of hearing students. The university is bilingual using American Sign Language (ASL) and English.

Georgetown University is a private research university in Washington and was established in 1789 making it the oldest catholic and Jesuit institute in the United States. There are around 18,000 students who attend the university each year and study a variety of degrees. Some notable alumni from Georgetown University include eight former heads of state, Bill Clinton, Bradley Cooper and a variety of others. 

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Ways to take Cisco Unified Contact Center Enterprise Training in Washington D.C.

Online Instructor-Led Learning

Online Self-Paced Learning

Onsite Learning

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.

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Live classes

Join a scheduled class with a live instructor and other delegates.

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Interactive

Engage in activities, and communicate with your trainer and peers.

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Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

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Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

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Scalable Training Delivery

Access Cisco Unified Contact Center Enterprise Training in Washington D.C. delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

Master Cisco Unified Contact Center Enterprise Training with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With Weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

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Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

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Engaging & Interactive Training

Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from Cisco Unified Contact Center Enterprise Training industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

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Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

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Global Training Accessibility

Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Learn Cisco Unified Contact Center Enterprise Training through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

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Flexible Learning

Access Cisco Unified Contact Center Enterprise Training resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

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Expert-Developed Content

Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

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Global Training Provider

Access Cisco Unified Contact Center Enterprise Training in Washington D.C. from a trusted global training provider delivering consistent learning to professionals worldwide.

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Cost-Effective Training

Benefit from the cost-effective Cisco Unified Contact Center Enterprise Training that delivers high-quality course content without compromising learning outcomes.

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Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

Package deals for Cisco Unified Contact Center Enterprise Training in Washington D.C.

Our training experts have compiled a range of course packages on a variety of categories in Cisco Unified Contact Center Enterprise Training, to boost your career. The packages consist of the best possible qualifications with Cisco Unified Contact Center Enterprise Training, and allows you to purchase multiple courses at a discounted rate.

Cisco Unified Contact Center Enterprise in Washington D.C. 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-day 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-day, 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 Washington D.C. over others?

The Knowledge Academy in Washington D.C. 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 Washington D.C.?

The training fees for Cisco Unified Contact Center Enterprise Training in Washington D.C. starts from $3995

Which is the best training institute/provider of Cisco Unified Contact Center Enterprise Training in Washington D.C.?

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

What are the best Cisco Training courses in Washington D.C.?

Please see our Cisco Training courses available in Washington D.C.

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