|Exam Name||:||IP Contact Center Express Implementation|
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connected elements: Books
skill level: groundwork fame: energetic
most economical: $200 (shortest track)
summary:for individuals who plan, design, enforce, and function the Cisco Unified Contact middle specific (previously the Cisco IPCC express edition).
initial necessities:You must circulate the Unified Communications Contact middle specific Implementation examination ($200). The exam has a 75 minute closing date and carries fifty five-sixty five questions. practicing is purchasable however not required.
continuing requirements:Certification is legitimate for two years. To recertify, you have to re-take and pass all exams for this certification. Please word: this contains ALL assessments whether refreshed or no longer. on the other hand, that you may move a present CCIE or CCDE written examination.achieving or recertifying CCDE or any CCIE automatically extends your lively professional certification(s) as much as the aspect of expiration of the closing certification accomplished.
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supplier's web page for this certification
August 05, 2010
Cisco lately launched a consumer case analyze that highlighted a grocery store chain that became able to supply stronger consumer service via leveraging the business’s IP Telephony and Unified Communications “UC” solutions.
The grocery store chain, possessing one hundred fifty shops within the eastern united states and with a personnel of just about 27,000 personnel, realized that it changed into losing money due to the fact a few analog-based mostly key systems in its outlets and distribution facilities had been supplied through diverse companies all with excessive preservation costs.
furthermore, numerous contracts have been making the phone alternatives less positive. additionally, acquaintances moving from shop to keep had to be retrained on a new system for each area.
in consequence, the supermarket chain business determined to install a single Cisco collaborative communications solution in each new save to incrementally standardize the equipment. The company deployed Cisco’s Unified Communications for Retail and other solutions.
This chain of supermarkets has relied on Cisco networking technologies past as neatly to build company and increase customer relationships all over its expanding retailers. The supermarket chain business had deployed Cisco’s voice-over-IP technologies in 2003 and changed into an early person of area routing. For more desirable client service, the company determined to change to an IP telephony answer based on a converged network.
in response to Cisco’s client case examine record, the retail chain company implemented Cisco’s Unified Communications for Retail to improve flexibility, in the reduction of mobile expenses by using standardizing the device across the stores, and improving productiveness via proposing assistance directly to worker on demand.
The retail chain company leveraged Cisco’s routing and switching products, reminiscent of Cisco 2811 sequence built-in features Routers, Cisco Catalyst 6500 sequence switches, Cisco Catalyst 3750 and 3560 collection switches, Cisco ONS 15500 sequence optical switches; and Cisco’s voice and Unified Communications solutions corresponding to Cisco 7960, 7940, and 7905 collection IP telephones, Cisco Unified Communications supervisor specific, Cisco Unified Contact middle specific, Cisco harmony specific.
in accordance with the customer case analyze document, the multiplied reporting capabilities for call middle facts of Unified Contact core have helped the company make more advised decisions about call center operations. This resulted in stronger effectivity and availability.
For cellphone administration, the business relied on Cisco cohesion specific, a community module of the Cisco collaborative communications portfolio designed certainly to give phone features to each and every keep.
With the support of Cisco solidarity categorical, the company was capable of facilitate its personnel with reasonably-priced messaging and greeting features, phone prompts, and a straightforward-to-use GUI for voice mail and auto- attendant capabilities.
in the end, the grocery store chain business now has an greater corporate graphic, more advantageous consumer service, greater worker reporting, and improved charge effectivity, as a result of Cisco’s Networking options.Jayashree Adkoli is a contributing editor for ContactCenterSolutions. To read more of Jayashree's articles, please talk over with her columnist page.
Edited by way of Stefania Viscusi
Cisco executed an immense milestone within the interactive voice response (IVR) business in December, 2013 as we shipped our one millionth IVR port. This includes cumulative shipments of latest ports of the award-profitable Cisco Unified client Voice Portal, Cisco Unified IP-IVR, and IVR ports shipped with Cisco Unified Contact middle categorical. This fulfillment is the entire more striking due to the fact that we’ve been in the IVR marketplace for just ten years. In that point we’ve also turn into (and remain) the area’s properly IVR seller–with the aid of a wide margin.
moreover our success within the IVR market, Cisco continues to grow and lead within the contact core industry. thus far, we have shipped well-nigh 3 million contact middle agent seats, offering front line company personnel with the materials obligatory to retain relationships with shoppers. Cisco shipped 900,000 seats in barely the previous two years, and over the last three years, Cisco has closed the market share hole with Avaya by means of pretty much 10 facets worldwide and with the aid of over 22 points in North the usa.
On typical greater than 2,600 organizations purchase Cisco Contact middle items every year, from small and medium-sized corporations to very significant enterprises in markets ranging from healthcare, finance, and training to communications, go back and forth, amusement, and retail. Cisco Unified Contact center solutions remain key add-ons to managing distinct, simultaneous consumer interactions over the cellphone, by the use of precise-time chat, net collaboration, social media, and e-mail.
Our sustained success in IVR and contact core is a testament to our differentiated structure, award-successful client care solutions, a prosperous associate ecosystem, and a well informed, energized earnings force.
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Related Resources: Books
Skill Level: Foundation Status: Active
Low Cost: $200 (shortest track)
Summary:For individuals who plan, design, implement, and operate the Cisco Unified Contact Center Express (Formerly the Cisco IPCC Express Edition).
Initial Requirements:You must pass the Unified Communications Contact Center Express Implementation exam ($200). The exam has a 75 minute time limit and consists of 55-65 questions. Training is available but not required.
Continuing Requirements:Certification is valid for two years. To recertify, you must re-take and pass all exams for this certification. Please note: this includes ALL exams whether refreshed or not. Alternatively, you can pass a current CCIE or CCDE written exam.Achieving or recertifying CCDE or any CCIE automatically extends your active Specialist certification(s) up to the point of expiration of the last certification achieved.
See all Cisco Certifications
Vendor's page for this certification
Laurent Philonenko, vice president and general manager, customer contact business unit, Cisco System
Voice over Internet Protocol (VoIP), or more specifically IP-based telephony, is quickly becoming the technology...
of choice in contact centers as companies replace their aging time-division multiplexing (TDM)-based systems with IP-based systems.
This makes perfect sense. IP-based technology allows organizations to easily route multiple-channel interactions (voice, e-mail and Web) across multiple locations, so employees can handle calls more efficiently, problems can be resolved quicker, and customers can have a better overall experience. The customer experience, in fact, is entirely consistent regardless of how initial contact was made (Web, phone, self-service, etc.).
Moreover, IP-based systems are considered far less expensive and much more flexible than TDM-based systems throughout the lifecycle of the contact center, from implementation and operation to support and maintenance. They also provide more consistency in communication, in general, from the viewpoint of administrators and users.
In this environment, your organization may be wondering how to go about implementing its own IP-based contact center, whether as a new deployment or as a replacement for a TDM system. Dividing the process into three major steps: business planning, implementation planning, and deployment/support is a good approach.Business planning
A comprehensive business plan is absolutely critical when deploying an IP-based contact center. In fact, it may be the single most important step in the deployment process.
Unfortunately, many companies start IT projects without clearly linking their technology initiatives with concrete business outcomes. That's a huge mistake. Organizations must take the time to create a detailed business case for a contact center. They must specify what they wish to accomplish and how their contact center will help them achieve their goals.
Naturally, the contents of the business plan vary from organization to organization. Some considerations for your company include:
With a business plan in hand, you can link your goals to the features of your system. TDM-based users are often surprised by the rich functionality of IP-based contact centers. Being inherently distributed, a versatile IP-based system lets a single IP contact center manage all sites, delivering greater call center security, scalability and adaptability to different business processes. A TDM deployment requires separate administration of each site, imposing a greater financial and personnel burden.
With IP, more information is available to agents, allowing them to better resolve issues and even use the call to sell new products and services. Moreover, the customer experience is consistent, whether initial contact is made through agents, through self-service, or through the Web. With IP-based contact centers, organizations have a wide range of reporting and measuring options, another important consideration during the planning process.Implementation planning
Once the business plan is complete, a company can focus on its implementation plan. This step details the best way to build out the contact center so that objectives are met in terms of functionality, cost, and features.
As in the previous stage, you must consider your organization's reporting requirements. An IP-based contact center can generate a wealth of data—far more than a TDM system—that can be of tremendous value, allowing your company to measure your customers' concerns, preferences and plans. These requirements, though, must be taken into consideration when designing and configuring the system. The types of data you wish to capture and how you want it represented must be thoroughly considered before implementation.Deployment and support
If a contact center is well planned, deployment and ongoing support should proceed smoothly. For many companies, this step initially requires deciding whether to outsource these functions or keep them in house. The answer depends on several key factors, including:
Most organizations choose to outsource implementation to a deployment partner. These companies are often subject to stringent certification processes and have deep expertise in the solutions of their vendors. They usually can deploy an IP-based contact center quickly and affordably. Some vendors greatly facilitate deployments by offering a preconfigured contact center system that includes the solution's most popular features. This makes implementation simple indeed, whether completed in house or outsourced. In addition to implementation, some companies outsource their system maintenance and support as well.
When outsourcing, companies should get their partners involved very early in the process. Deployment partners can play a valuable role in helping clients define their requirements, build a business case and match their business goals to their contact center solution. Naturally, they're also important participants in planning for the implementation.
IP-based contact centers can take customer care to a new level, particularly for organizations that formerly relied on TDM. IP technology also allows contact centers to operate efficiently, affordably and transparently across many locations. Nonetheless, it's important to remember that, like most IT projects, the greatest benefits accrue to those who thoughtfully prepare. Organizations benefit most when they engage in detailed business planning, thorough implementation planning, and knowledgeable deployment and support.
About the authorLaurent Philonenko is vice president and general manager of the customer contact business unit (CCBU), which provides contact center and interactive voice applications to enterprises and service providers. In this capacity he oversees product and market development, and is closely involved in the business with Cisco sales force and partners. Prior to joining Cisco, Laurent was President and CEO of Genesys Telecommunications, a leading provider of contact center solutions, where he previously held the roles of CTO and COO.
Submission Deadline Feb. 25; Presentations to Focus on IP for Video/Audio Production, Evolving SMPTE ST 2110 Standards Suite, AES67, and AMWA NMOS Technology Stack
LAS VEGAS, Feb. 7, 2019 /PRNewswire-PRWeb/ -- Industry partners, the Audio Engineering Society (AES), the Alliance for IP Media Solutions (AIMS), the Advanced Media Workflow Association (AMWA), European Broadcasting Union (EBU), the Society of Motion Picture and Technology Engineers® (SMPTE®), and the Video Services Forum (VSF) — all co-sponsors of the IP Showcase at the 2019 NAB Show — today announced a call for presentations for the event. The IP Showcase is an education and demonstration pavilion at the NAB Show in Las Vegas that will highlight the benefits of and momentum behind the move to standards-based IP for real-time professional media applications. The submission deadline for speaking proposals is Feb. 25.
The presentation stage at the IP Showcase Theater has been visited by hundreds of attendees each day at past shows since 2016, often with standing-room-only crowds. With the growing interest in IP implementation by broadcasters worldwide, attendance is expected to be even greater this year. Presenting at the IP Showcase Theater provides an unmatched opportunity for companies to offer their unique viewpoint on IP video and audio for production, using SMPTE ST 2110 and AES67, and the latest developments in the AMWA NMOS technology stack.
End users, industry associations, solutions providers, and technology developers are all invited to share their knowledge and perspectives on how the developments in IP signal transport will impact the broadcast industry today and in the future — especially related to SMPTE ST 2110-10/20/21/30/31/40, AMWA IS-04/IS-05, and JT-NM TR-1001-1.
Speaking times are limited during the four-day exhibition, and companies are encouraged to act quickly and submit proposals early. The selection committee is looking for the following types of presentations:
Preference will be given to presentations related to the following technology areas on the Joint Task Force on Networked Media (JT-NM) Roadmap:
Broadcasters and end users are particularly encouraged to present their insight and experience related to deployments of the technology areas above. Systems integrators, service providers, and manufacturers are also encouraged to apply. Product marketing presentations are discouraged, as the theater is an opportunity to discuss advances in working with media using open IP-based technologies.
Other topics and technology areas will be considered. More details and the submission form are available at http://www.ipshowcase.org/call-for-presentations/.
The IP Showcase will take place at Booth C12534 in the Las Vegas Convention Center during the 2019 NAB Show, April 8-11.
More information about the sponsoring organizations is available at:
Audio Engineering Society (AES): http://www.aes.orgAlliance for IP Media Solutions (AIMS): http://www.aimsalliance.orgAdvanced Media Workflow Association (AMWA): http://www.amwa.tvEuropean Broadcasting Union (EBU): http://www.ebu.chSociety of Motion Picture and Television Engineers® (SMPTE®): http://www.smpte.orgVideo Services Forum (VSF): http://www.videoservicesforum.org
More information about standards and open specifications is available at:
AIMS: https://www.aimsalliance.org/white-papers/AES67: http://www.aes.org/standards/blog/2018/4/aes67-2018-publishedAMWA: https://www.amwa.tv/specifications.shtmlEBU: https://tech.ebu.chSMPTE ST 2110: http://www.smpte.org/st_2110VSF Technical Recommendations: http://videoservicesforum.org/technical_recommendations.shtml
All trademarks appearing herein are the property of their respective owners.
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IELTS [1 Certification Exam(s) ]
IFPUG [1 Certification Exam(s) ]
IIA [3 Certification Exam(s) ]
IIBA [2 Certification Exam(s) ]
IISFA [1 Certification Exam(s) ]
Intel [2 Certification Exam(s) ]
IQN [1 Certification Exam(s) ]
IRS [1 Certification Exam(s) ]
ISA [1 Certification Exam(s) ]
ISACA [4 Certification Exam(s) ]
ISC2 [6 Certification Exam(s) ]
ISEB [24 Certification Exam(s) ]
Isilon [4 Certification Exam(s) ]
ISM [6 Certification Exam(s) ]
iSQI [7 Certification Exam(s) ]
ITEC [1 Certification Exam(s) ]
Juniper [64 Certification Exam(s) ]
LEED [1 Certification Exam(s) ]
Legato [5 Certification Exam(s) ]
Liferay [1 Certification Exam(s) ]
Logical-Operations [1 Certification Exam(s) ]
Lotus [66 Certification Exam(s) ]
LPI [24 Certification Exam(s) ]
LSI [3 Certification Exam(s) ]
Magento [3 Certification Exam(s) ]
Maintenance [2 Certification Exam(s) ]
McAfee [8 Certification Exam(s) ]
McData [3 Certification Exam(s) ]
Medical [69 Certification Exam(s) ]
Microsoft [374 Certification Exam(s) ]
Mile2 [3 Certification Exam(s) ]
Military [1 Certification Exam(s) ]
Misc [1 Certification Exam(s) ]
Motorola [7 Certification Exam(s) ]
mySQL [4 Certification Exam(s) ]
NBSTSA [1 Certification Exam(s) ]
NCEES [2 Certification Exam(s) ]
NCIDQ [1 Certification Exam(s) ]
NCLEX [2 Certification Exam(s) ]
Network-General [12 Certification Exam(s) ]
NetworkAppliance [39 Certification Exam(s) ]
NI [1 Certification Exam(s) ]
NIELIT [1 Certification Exam(s) ]
Nokia [6 Certification Exam(s) ]
Nortel [130 Certification Exam(s) ]
Novell [37 Certification Exam(s) ]
OMG [10 Certification Exam(s) ]
Oracle [279 Certification Exam(s) ]
P&C [2 Certification Exam(s) ]
Palo-Alto [4 Certification Exam(s) ]
PARCC [1 Certification Exam(s) ]
PayPal [1 Certification Exam(s) ]
Pegasystems [12 Certification Exam(s) ]
PEOPLECERT [4 Certification Exam(s) ]
PMI [15 Certification Exam(s) ]
Polycom [2 Certification Exam(s) ]
PostgreSQL-CE [1 Certification Exam(s) ]
Prince2 [6 Certification Exam(s) ]
PRMIA [1 Certification Exam(s) ]
PsychCorp [1 Certification Exam(s) ]
PTCB [2 Certification Exam(s) ]
QAI [1 Certification Exam(s) ]
QlikView [1 Certification Exam(s) ]
Quality-Assurance [7 Certification Exam(s) ]
RACC [1 Certification Exam(s) ]
Real-Estate [1 Certification Exam(s) ]
RedHat [8 Certification Exam(s) ]
RES [5 Certification Exam(s) ]
Riverbed [8 Certification Exam(s) ]
RSA [15 Certification Exam(s) ]
Sair [8 Certification Exam(s) ]
Salesforce [5 Certification Exam(s) ]
SANS [1 Certification Exam(s) ]
SAP [98 Certification Exam(s) ]
SASInstitute [15 Certification Exam(s) ]
SAT [1 Certification Exam(s) ]
SCO [10 Certification Exam(s) ]
SCP [6 Certification Exam(s) ]
SDI [3 Certification Exam(s) ]
See-Beyond [1 Certification Exam(s) ]
Siemens [1 Certification Exam(s) ]
Snia [7 Certification Exam(s) ]
SOA [15 Certification Exam(s) ]
Social-Work-Board [4 Certification Exam(s) ]
SpringSource [1 Certification Exam(s) ]
SUN [63 Certification Exam(s) ]
SUSE [1 Certification Exam(s) ]
Sybase [17 Certification Exam(s) ]
Symantec [134 Certification Exam(s) ]
Teacher-Certification [4 Certification Exam(s) ]
The-Open-Group [8 Certification Exam(s) ]
TIA [3 Certification Exam(s) ]
Tibco [18 Certification Exam(s) ]
Trainers [3 Certification Exam(s) ]
Trend [1 Certification Exam(s) ]
TruSecure [1 Certification Exam(s) ]
USMLE [1 Certification Exam(s) ]
VCE [6 Certification Exam(s) ]
Veeam [2 Certification Exam(s) ]
Veritas [33 Certification Exam(s) ]
Vmware [58 Certification Exam(s) ]
Wonderlic [2 Certification Exam(s) ]
Worldatwork [2 Certification Exam(s) ]
XML-Master [3 Certification Exam(s) ]
Zend [6 Certification Exam(s) ]
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