Avaya IP Office Contact Center Workshop

Vendor: Avaya
Course Code: WGAC-AVA-WORKSHOP-IPO-CC
Course Outline

The 2,5 day workshop Avaya - IP Office Contact Center helps candidates work towards the ACSS certification.

Course Objectives

Key Objectives include:

• Describe the Avaya IP Office Contact Center, it's components and the integration requirements and configuration with IP Office.

• Set up the Avaya IP Office Contact Center (after configuring the IP Office) including all needed components.

• Describe the call flow elements, creating basic call flows, define the routing mechanism and describe the internal voice response integration.

• Recognize on how to use the reporting features of Avaya IP Office Contact Center. They also will describe the basic architecture of the database, define counters and describe the monitor and statistics.

• Describe the functionality on email, dialer and chat in Avaya IP Office Contact Center

• Recognize the different methods for troubleshooting, get familiar with the TTrace application and describe the database and its backup and restore.

Course Topics

• Avaya IP Office Contact Center extends Avaya innovation in customer experience management to midsize businesses with the simplicity and value they require

• Supporting 5 - 100 contact center agents, IP Office Contact Center enables blended multichannel capabilities that improve customer experiences and agent efficiency

• Built on the proven Avaya IP Office software platform as part of a comprehensive solution from a single source

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On Site Training

This course is available as an onsite, closed course and can be delivered at your premises. This may be a cost effective option where you have a group of delegates who require the same training. Additionally, it has the benefit that course content can be tailored to the needs of your organisation.

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