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Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course Overview

The course provides contextual information and insights into the intricate call flow processes within the UCCE solution. You will learn about intelligent contact routing mechanisms that optimize the distribution of incoming calls based on specific criteria and business rules. This enables you to efficiently handle call volumes, minimize wait times, and enhance customer satisfaction. Moreover, you will delve into call treatment strategies, exploring techniques to personalize customer interactions, handle transfers, implement call queuing, and manage voicemail and callback features. These skills are crucial for delivering exceptional customer experiences and ensuring efficient call handling in a contact center environment.
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Course Introduction

Price:

USD 1200

Duration:

32 Hrs.

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? Account and project managers ? Contact Center Enterprise (CCE) administrators ? Deployment engineers ? Technical sales This class will help you: ? Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels. ? Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.
To fully benefit from this course, you should have the following knowledge: ? Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required ? Working knowledge of Unified Communications Manager and voice gateways ? Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation Recommended Cisco offerings that may help you meet these prerequisites: ? Understanding Cisco Contact Center Enterprise Foundations (CCEF) ? Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) ? Understanding Cisco Collaboration Foundations (CLFNDU)

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