CWCCE - Cisco Webex Contact Center Expert (CWCCE)

The course represents an application stage to achieving full technical certification as a Webex Contact Center Expert utilizing the Cisco Webex Contact Center product.

It is designed to present the certification candidate with a baseline level of information with supporting exercises within the Webex CC Cloud System. The overall objective is to engage the student with concepts and facts that provide a solid understanding of the basic role and function of each Webex CC Service and the implementation of said service.

Special emphasis will be given to Webex CC Supervisor and Agent clients to achieve a solid understanding of the procedures and capabilities of the system.

It is designed to present the certification candidate with services based information and supporting exercises with an overall objective to engage the candidate with learning and understanding Webex CC Solutions, Best Current Practices and Tools that provide knowledge in determining the proper Webex CC Service Solution for a Customer Site setup.

Completing this course is one of the Webex CC ATP requirements (link). Partner shall still apply for the Webex CC authorization using the PRD authorization form in order to be authorized to sell Webex CC.

Student Testimonials

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Prerequisites


The attendees should possess the following:
A basic level of knowledge in Telephony.
A basic level of knowledge in IP networking.
Experience in customer-facing services-based discussions
Fluent comprehension in spoken and written English
Experience in, and comprehension of common industry terms used within the Sales, Sales Engineering, and Technical fields

Detailed Class Syllabus


Webex CC Overview


Cisco Webex CC Portfolio of Products
Webex CC Cloud Architecture
Webex CC Network Architecture

Telephony Integrations


.

Webex CC User Hierarchy


Contact Center Roles
Webex CC Mapping

Standard and Premium Licenses


Features
Webex CC Clients
Dashboard and Reports
Recording – Jukebox
Multimedia Channels

Webex Contact Center Add-ons


.

Analytics


Visualization/Dashboard Creation and Customization
Best Practices / Use Cases

License Packaging


.

Troubleshooting


Support Process
Best Practices

Onboarding Process


.