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We're here to help you find itThe Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course is designed to provide learners with the skills and knowledge needed to deploy the Cisco Packaged Contact Center Enterprise (PCCE). This comprehensive course covers planning, staging, Software preparation, Security certificates, and Integration processes. Throughout the course, participants will gain insight into the critical components of PCCE, understand Call flows, navigate Software compatibility, and manage Active Directory considerations. They will also learn to administer Security certificates, use the PCCE Integration Wizard, add remote sites, integrate Cisco Unified Intelligence Center, LiveData, and Cisco Finesse, personalize Dial plans, and configure the system for validation.
The course includes hands-on lab practice, which helps learners apply their knowledge to navigate CCE architecture, use ICM configuration tools, manage installed software, and enable Single Sign-On (SSO). By completing this course, individuals will be equipped to implement and manage a robust Cisco Contact Center solution effectively, enhancing their professional capabilities in the field of contact center technologies.
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♱ Excluding VAT/GST
Classroom Training price is on request
You can request classroom training in any city on any date by Requesting More Information
To successfully undertake the Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course, participants should meet the following minimum prerequisites:
These prerequisites are designed to ensure that participants can fully engage with the course material and participate in the hands-on lab exercises that are integral to the learning experience. They are not meant to discourage potential learners but to provide a foundation for effective training and the best possible outcomes from the course.
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course is designed for IT professionals involved in contact center deployment and management.
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course equips learners with essential knowledge and skills to deploy and manage Cisco's Packaged CCE solutions effectively.
Cisco Packaged Contact Center Enterprise (PCCE) is a comprehensive software solution that enables large businesses to manage customer interactions effectively. It integrates various communication channels, allowing companies to handle customer calls, emails, and messages efficiently. PCCE is designed to improve customer service by optimizing call routing, providing detailed analytics, and supporting integration with external applications. Training in Cisco technologies, such as Cisco UCCE, UCCX, and CUIC, can enhance the capabilities of PCCE by offering skills in contact center operations, scripting, and reporting, ensuring businesses maximize the efficiency and effectiveness of their customer service operations.
Software preparation involves setting up applications and tools on computers and servers to ensure they operate effectively for users. This includes installing software applications, configuring settings for optimal performance, ensuring compatibility with existing systems, and updating programs to the latest versions. The process is crucial for maintaining the stability, security, and functionality of IT environments, supporting everything from individual productivity to large-scale enterprise operations. Proper software preparation helps avoid technical issues and maximizes the efficiency and effectiveness of digital tools in a business setting.
Security certificates are digital forms of identification issued by a trusted third party, known as a Certificate Authority, to verify the identity of a website and to secure information. When a user visits a secure site, like an online banking platform, the certificate ensures that the site is legitimate and that any data exchanged, such as passwords or credit card numbers, is encrypted and protected from unauthorized access. This system plays a critical role in maintaining the security and integrity of online transactions and communications.
Integration processes involve combining different technology systems and software applications physically or functionally to act as a coordinated whole. This process aims to improve efficiency and quality of operations by ensuring that different subsystems function together seamlessly. In technology, this often involves data integration, system communication protocols, and user interface design, enabling separate systems to share information and operate efficiently as part of an interconnected system. Effective integration is crucial for businesses to streamline processes, reduce operational costs, and enhance user experiences.
Call flows describe the path that a phone call takes within a communications system, typically used in customer service settings. They define how calls are directed based on specific criteria, such as time of day, caller selections in an interactive voice response (IVR) system, or staff availability. Training in systems like Cisco UCCX (Unified Contact Center Express) involves understanding and implementing these call flows effectively through UCCX scripting. Cisco UCCE (Unified Contact Center Enterprise) and CUIC (Cisco Unified Intelligence Center) training can further enhance skills in managing complex call distributions and reporting in large-scale operations.
Software compatibility refers to the ability of a software application to run effectively and harmoniously on different hardware, operating systems, or alongside other software applications. It ensures that an application performs as intended in various environments, providing users with functionality and reliability regardless of system variations. This concept is crucial in avoiding conflicts and errors while maximizing software utility across different platforms and devices, facilitating better integration and user experience.
Active Directory (AD) is a Microsoft technology used to manage computers and other devices on a network. It is like a phonebook that stores information about all the network users and their permissions, allowing them to access files and resources securely based on their credentials. AD helps network administrators organize a company’s users, computers, and more, making it easier to enforce security policies and manage user data effectively across the network. It is essential for tasks such as logging in to devices, accessing emails, and using shared directories.
The PCCE Integration Wizard is a tool used in the setup and configuration of Cisco's Packaged Contact Center Enterprise (PCCE). It simplifies the process by guiding administrators through the integration steps, ensuring that all components, such as Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX), and Cisco Unified Intelligence Center (CUIC), work seamlessly together. This wizard is vital for efficient system operation and is particularly beneficial during initial setup, making it an essential aspect of Cisco UCCX training and Cisco UCCE training.
Cisco Unified Intelligence Center (CUIC) is a comprehensive reporting platform tailored for Cisco Unified Contact Center products, including UCCE and UCCX. It provides real-time and historical data reporting to enhance contact center management and performance. Cisco CUIC training equips professionals with skills to create, customize, and manage reports effectively. For those involved in Cisco UCCE and UCCX platforms, CUIC is essential for maximizing operational efficiency and understanding detailed analytics on agent performance and customer interactions. UCCX scripting training further enhances the ability to adjust contact center workflows directly influencing customer experience outcomes.
LiveData is a data holder class that follows the observer pattern, which means it allows components in your application to be notified about data changes. It's primarily used in Android development to ensure UI components are always updated with the latest data, respecting Android lifecycle constraints. This prevents memory leaks and crashes that can occur due to accessing invalid contexts. Essentially, LiveData manages data in a lifecycle-aware way, promoting cleaner, safer code when handling dynamic data interactions within an app, allowing developers to maintain solid, responsive, and robust applications.
Cisco Finesse is a browser-based agent and supervisor desktop solution designed for call centers. It integrates with Cisco Unified Contact Center Express (UCCX) and Enterprise (UCCE), offering tools for managing customer interactions effectively. With Finesse, users can handle calls, view customer data, and collaborate with team members directly from the interface. As part of comprehensive Cisco UCCX training and Cisco UCCE training, users can learn optimal methods for UCCX scripting and gain insights on Cisco CUIC for detailed reporting. The smooth interface and customization options make it vital for efficient call center operations and enhanced customer service.
Dial plans are essential frameworks used in telecommunications to direct how calls are routed through a network. They determine the pattern and sequence of digits that a user must dial to successfully reach a desired destination. This includes instructions on handling different lengths of numbers, adding prefixes, managing area codes, or even directing calls to international lines. Effective dial plans optimize call routing efficiency and accuracy, critical in systems like Cisco UCCE and Cisco UCCX, enhancing the overall communication strategy within organizations. Proper training, such as Cisco UCCE training or Cisco UCCX training, ensures professionals can implement and manage these plans effectively.
CCE, or Cisco Contact Center Enterprise architecture, is a framework used in complex customer service environments to manage large volumes of calls and multimedia contacts efficiently. It integrates various components like Cisco Unified Communications Manager for call processing, Cisco Unified Customer Voice Portal for self-service interactive voice response, and Cisco Finesse for agent desktop solutions. CCE supports extensive customization capabilities, including script adjustments through UCCX scripting training, to enhance and personalize customer interaction. It's designed to deliver robust, scalable, and flexible contact center solutions, ensuring effective communication channels between businesses and their customers.
ICM Configuration Tools are essential for managing Cisco contact center solutions, specifically the Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX). These tools allow administrators to modify the behavior and flow of incoming calls by using a visual scripting interface. Training in Cisco UCCE, Cisco UCCX, and UCCX scripting is crucial for effectively setting up, managing, and optimizing these systems. Cisco CUIC training is also important as it enables customization and management of reporting tools, helping businesses analyze customer interaction data to improve service and efficiency.
Single Sign-On (SSO) is a technology that allows users to access multiple applications with one set of login credentials (such as a username and password). This eliminates the need to remember separate passwords for different systems, simplifying the login process and enhancing security. SSO is widely used in corporate environments to manage access to various software systems smoothly and securely. It improves user experience by reducing password fatigue and decreasing the risk of password-related breaches.
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course is designed for IT professionals involved in contact center deployment and management.
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course equips learners with essential knowledge and skills to deploy and manage Cisco's Packaged CCE solutions effectively.
