Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud-based Contact Center solution that can facilitate rapid deployment of Contact Center solutions with the flexibility, agility of the cloud coupled with security and scalability. This enablement/training focuses on the solutions ability to use predictive analytics to improve operational efficiency for remote Contact Center agents, increasing performance and business outcomes at the same time.

Retail Price: $2,695.00

Next Date: Request Date

Course Days: 2

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Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:   

  • Describe the Cisco Webex Contact Center architecture
  • Understand the features and benefits of Webex Contact Center
  • Understand the Webex Contact Center deployment model
  • Plan and design a Webex Contact Center
  • Describe Webex Contact Center Agents and Agent types
  • Describe and configure OmniChannel for Contact Center Agents
  • Describe 3rd party CRM business application integrations
  • Describe and configure Workforce Management

Who Should Attend

The primary audience for this course are as follows:

  • Contact Center Engineers
  • Contact Center Administrators
  • System Engineers

The secondary audience for this course are as follows:

  • Contact Center managers
  • Network Engineers
  • Consulting System Engineers

The tertiary audience for this course are as follows:

  • Contact Center architects
  • Network Managers
  • Program and Project Managers


The knowledge and skills that the learner should have before attending this course are as follows:

  • General knowledge of Contact Center Operations
  • Call routing and call queuing knowledge
  • Cisco Webex knowledge

Course Outline

Module 1: Planning and Designing for Webex Contact Center

  • The Cisco Webex Contact Center Architecture
  • Cisco Webex Contact Center Desktop Types 
  • Ordering Information and Buying models
  • Cisco Collaboration Flex Plan
  • Webex Contact Center Software and Services

Module 2: Deployment of Webex Contact Center Features, Supervisors and Agents

  • Introductions to Cisco Webex Contact Center Speech-enabled IVR
  • Describe Cisco Webex Call Recording and Storage options
  • Describe Contact Center Campaign Management
  • Describe Webex Contact Center Administration Portal
  • Describe Webex Contact Center Agent Types and Features
  • Describe Webex Contact Center Voice Callbacks
  • Describe Webex Contact Center Touch-Tone IVR
  • Describe Webex Contact Center Supervisor Monitoring
  • Describe Webex Contact Center Multi-Channel Reporting and Analytics

Module 3: Implement 3rd Party CRM Integrations and Workforce Optimization

  • Describe Webex Contact Center 3rd Party CRM Integrations
  • Describe Webex Contact Center Standard CRM Connectors
  • Describe Webex Contact Center Cloud Context Services
  • Describe Webex Contact Center Workforce Management
  • Describe Webex Contact Center Quality Management
  • Describe Webex Contact Center WFO Analytics
  • Describe Webex Contact Center WFO Analytics with Transcription
  • Describe Webex Contact Center WFO Bundle

Lab Outline:

  • User Provisioning
  • Administration Portal
  • Agent Desktop Configurations
  • OmniChannel Implementation
  • Recording Management
  • 3rd Party CRM Integrations

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