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Cisco Webex Contact Center Expert Training
Cisco WebEx Contact Center Training offers a robust learning experience for individuals aiming to master the intricacies of contact center operations. This comprehensive program covers a wide range of topics, including agent workflows, omnichannel customer interactions, and analytics-driven insights. Participants will acquire the skills needed to effectively manage customer interactions, optimize contact center performance, and drive customer satisfaction, making it an invaluable resource for contact center professionals.
What is included
- 5 Days Instructor-led Training - Online | Onsite
- 25 Hours of Additional Lab Access after class
- Free Retake - Up to 2 Years
- Access to WebEx Contact Center e-Learning - 100+ Video Labs/Lecture
- Email Support from Instructor
Course Fee $2,999
Buy Now Pay Later - Financing Available for US Resident/Citizen*
Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.
*terms and condition apply
Upcoming Schedule
*Price is for online class
If you do not see any schedules, please contact us at
| Image | Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|---|
| WebEx Contact Center Traning | 12-02-2024 9:30 am | Dubai | Online | $2,995.00 | ||
| WebEx Contact Center Traning | 12-16-2024 9:30 am | Toronto | Online | $2,995.00 |
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Course Outline
Cisco WebEx Contact Center Outline
Lecture
- Chapter 01 - Overview of Cisco WebEx Contact Center
- Chapter 02 - Overview of Cisco WebEx CC Core Feature
- Chapter 03 - Overview of Cisco WebEx CC License
- Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
- Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
- Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
- Chapter 07 - Overview of Cisco WebEx Partner Hub
- Chapter 08 - Managing Control Hub from Customer Perspective
- Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
- Chapter 10 - Cisco WebEx CC Tanent Provission Overview
- Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
- Chapter 12 - Managing Entry Points and Queues Configurations
- Chapter 13 - Managing Cisco WebEX CC Sites and Teams
- Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
- Chapter 15 - Managing Skills Definition and Skills Profile Attributes
- Chapter 16 - Cisco WebEx CC - Flows
- Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
- Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
- Chapter 19 - Overview of Cisco WebEx Experience Management Platform
- Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
- Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
- Chapter 22 - Overview of Tanet Management Portal
- Chapter 23 - Overview of Agent Desktop
- Chapter 24 - Overview of Cisco WebEx CC Analyzer
- Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
- Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
- Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
- Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
- Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
- Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC
Lab Outline
- Lab 1-1: Navigating the Control Hub and Contact Center Portal
- Activity
- Objective
- Task 1: Explore the Webex Control Hub
- Task 2: Explore the Contact Center Management Portal
- Task 3: Create an Administrative User for Control Hub and Contact Center Portal
- Lab 2-1: Creating Profiles for Users
- Activity
- Objective
- Task 1: Create a User Profile
- Task 2: Create an Agent Profile
- Task 3: Create a Multimedia Profile
- Task 4: Create Skill Definitions and Skill
- Lab 2-2: Configuring Sites and Teams
- Activity
- Objective
- Task 1: Configure a Site
- Task 2: Configure Teams
- Lab 2-3: Provisioning Contact Center Agents
- Activity
- Objective
- Task 1: Enable Your Administrator Account for the Contact Center
- Task 2: Add an Agent to the Contact Center
- Lab 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
- Activity
- Objective
- Task 1: Dialed Numbers and Extensions
- Task 2: Entry Point Mapping
- Task 3: Configure Longest Available Agent (LAA) Queues
- Task 4: Configure a Skills-Based Routing Queue
- Lab 3-2: Creating a Call Flow to Agents
- Activity
- Objective
- Task 1: Create a BasicQ Call Flow
- Task 2: Configure a Routing Strategy
- Task 3: Test Inbound Calling to an Agent
- Lab 3-3: Adding IVR Functionality to the Call Flow
- Activity
- Objective
- Task 1: Basic Prompt/Collect (IVR) Functionality in a Call Flow
- Task 2: Skills Based Routing and Relaxation
- Task 3: Routing Strategy Considerations for Business Hours
- Lab 4-1: Configuring the Supervisor and Common Supervisor Tasks
- Activity
- Objective
- Task 1: Log in to Webex Control Hub and Make a Supervisor
- Task 2: Configuring and Using Call Recording as a Supervisor or Administrator
- Task 3: Configuring and Using Call Monitoring as a Supervisor or Administrator
- Lab 5-1: Loading the Three Default Flows for Webex Connect (Instructor Demo)
- Activity
- Objective
- Task 1: Log In to Webex Connect (Instructor DEMO)
- Lab 5-2: Configuring Web/Live Chat in WXCC
- Activity
- Objective
- Task 1: Create an Account on Glitchcom
- Task 2: Configure a Service in Webex Connect
- Task 3: Configure a Chat App/Asset in Webex Connect
- Task 4: Create an Entry Point and Queue for Chat in Webex CC
- Task 5: Add a Template
- Task 6: Create a New Chat Flow
- Task 7: Configure the Chat Asset in Webex Engage
- Task 8: Configure Chat Templates in Webex Engage
- Lab 5-3: Configuring the Facebook Messenger Channel
- Activity
- Objective
- Task 1: Login to your Lab Facebook Page
- Task 2: Create a Facebook App (Asset) in Webex Connect
- Task 3: Create an Entry Point and Queue for Facebook Messenger in Webex CC
- Task 4: Add and Configure the Facebook Messenger Flow to Your Service
- Task 5: Test Your Facebook App
- Task 6: Configure Facebook Templates in Webex Engage
- Lab 5-4: Configuring the Email Channel
- Activity
- Objective
- Task 1: Create an Email App (Asset) in Webex Connect
- Task 2: Log In to Your Support Email Box and Forward to Webex Connect
- Task 3: Create an Entry Point and Queue for Email in Webex CC
- Task 4: Add and Configure the Email Flow to Your Service
- Task 5: Configure Email Templates in Webex Engage
- Task 6: Test your Email Digital Channel
- Lab 6-1: Using Visualization to Generate Reports and Dashboards
- Activity
- Objective
- Task 1: Log into Customer Journey Analyzer and Review the Default Dashboard Reports
- Task 2: Customer Journey Analyzer User Interface
- Task 3: Access Control
- Task 4: Execute Stock Reports
- Task 5: Create a Custom Report Using a Stock Report
- Task 6: Create a Real-time Agent Report
- Task 7: Create Chat Reports with Interval
- Task 8: Use Formula and Filter
- Task 9: Enhanced Field Compound Visualization and Drill-down
- Task 10: Stock Dashboards
