Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Course Overview

Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Course Overview

The Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 course is a comprehensive training program designed to equip learners with the skills needed to deploy, configure, and support Cisco Enterprise Chat and Email (ECE) within a Cisco Contact Center Enterprise (CCE) environment.

Throughout the course, participants will delve into topics such as ECE deployment, General administration, Email and chat administration, and Advanced features. By navigating the CCE architecture, learners will understand how to integrate ECE with CCE and Cisco Finesse, personalize email responses, build workflows, configure chat operations, and explore ECE reporting capabilities.

The course's hands-on lab outline allows learners to apply their knowledge through practical exercises, such as adding CCE resources into ECE, configuring Single Sign-On (SSO), and Troubleshooting ECE. By the end of the course, participants will be adept at enhancing customer interaction management through the effective use of Cisco's ECE solution. This course is invaluable for professionals aiming to improve their organization's customer support experience and operational efficiency.

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Target Audience for Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0

The Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 course is tailored for IT professionals managing Cisco communication systems.


  • Cisco Unified Contact Center Enterprise Administrators and Engineers
  • IT Support Staff responsible for chat and email channel integration
  • Contact Center Managers and Supervisors overseeing Cisco communication solutions
  • Network Engineers focusing on Cisco collaboration technologies
  • Systems Integrators working with Cisco Enterprise Chat and Email
  • Technical Support Personnel specializing in Cisco contact center products
  • Cisco Partners and Consultants advising on contact center solutions
  • IT Project Managers implementing Cisco Contact Center systems


Learning Objectives - What you will Learn in this Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0?

Introduction to Learning Outcomes

The Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 course is designed to provide students with an in-depth understanding of Cisco's Enterprise Chat and Email (ECE) integration with the Cisco Contact Center Enterprise (CCE). Participants will learn to deploy, administer, and troubleshoot the ECE solution to enhance customer interaction management.

Learning Objectives and Outcomes

  • Understand and navigate the architecture and components of Cisco CCE and ECE for seamless integration.
  • Gain proficiency in the general administration of ECE, managing user roles, and configuration settings.
  • Learn to administer ECE email, including integration with Cisco Finesse, to optimize customer email interactions.
  • Acquire skills in ECE chat administration to effectively manage real-time customer communications.
  • Explore the advanced features of Cisco Enterprise Chat and Email to enhance customer service capabilities.
  • Develop competence in building department workflows and scripting for email handling within the CCE environment.
  • Enhance the customer experience by personalizing email trails and customizing chat functionalities.
  • Understand and configure reporting tools within ECE to analyze contact center performance and customer interactions.
  • Implement and support Single Sign-On (SSO) for streamlined user authentication in the ECE system.
  • Troubleshoot common issues in ECE to ensure high availability and reliability of the contact center services.

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