Cisco Webex Contact Center Expert

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.

Expected Outcomes

Successful candidates will demonstrate the ability to identify Contact Center Service.

Solutions for a given customer deployment. In addition, candidates will gain a solid fundamental understanding of:

Contact Center Roles (Partner, Customer, Administrator, Supervisor, Agents)

Webex CC Architecture, Features, Services

Webex CC Provisioning, Configuration, Reporting

Troubleshooting

What to offer as the most appropriate Webex CC solution(s).