Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Course
- Duration: 32 Hours
- Exam Voucher: Yes
- Language: English
- Course Delivery : E - Learning Access
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Course Overview
The Implementing Cisco Contact Center Enterprise Chat and Email Course delivers focused training for professionals responsible for enabling and managing digital customer interaction channels. Participants gain a structured understanding of how chat and email interactions are integrated into Cisco Contact Center Enterprise, from initial customer engagement through routing and agent handling. The course introduces configuration workflows, routing logic, and operational considerations that ensure efficient handling of non-voice interactions. Hands-on labs reinforce real-world tasks such as configuring chat services, managing email workflows, validating routing behavior, and troubleshooting common digital channel issues.
Course Details
- Build practical skills in deploying chat and email channels in Cisco Contact Center Enterprise.
- Understand digital interaction architecture and routing concepts.
- Understand digital interaction architecture and routing concepts.
- Gain hands-on experience with agent handling and queue management.
- Improve operational confidence through troubleshooting and validation exercises.
- Establish a strong foundation for advanced Cisco digital contact center solutions.
- Ideal for contact center engineers, administrators, and IT professionals.
- Recommended to have foundational knowledge of Cisco Contact Center Enterprise.
- Familiarity with basic contact center routing concepts is beneficial.
- No prerequisite certifications required for course participation.
- Explain chat and email architecture within Cisco Contact Center Enterprise.
- Configure chat and email services and associated workflows.
- Implement routing logic for digital interactions.
- Integrate chat and email with agent desktops effectively.
- Monitor and troubleshoot digital channel interactions.
- Support enhanced customer engagement through non-voice contact center channels.
- Digital Channel Fundamentals: Chat and email concepts and use cases.
- Chat Architecture and Configuration: Service setup and interaction flows.
- Email Channel Implementation: Email workflows, templates, and routing.
- Routing and Queue Management: Handling digital interactions efficiently.
- Agent Desktop Integration: Managing chat and email interactions.
- Operational Monitoring: Visibility into digital channel performance.
- Troubleshooting Digital Channels: Common issues and resolution workflows.
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