Enhancing Contact Center Express (ECCX)

Module 1: Designing UCCX

• Components of UCCX
• Versions and Licensing
• What’s new in UCCX

Module 2: IVR

• IVR and licensing
• From prompt and collect to self service.

Module 3: Finesse

• Overview and deployment models
• Developing and integrating gadgets into Finesse
• Administration of Finesse
• Reporting in Finesse

Module 4: Outbound

• Outbound for IVR and Agents
• Dialing types
• Configuring outbound
• Reporting in Outbound

Module 5: Omnichannel

• Overview and deployment models
• Configuration and utilization of web-chat and Email in SocialMiner
• Reporting in Omnichannel

Module 6: MediaSense

• Recording. How it works
• Integrating MediaSense into UCCX
• Configuring MediaSense
• Using MediaSense with Finesse

Module 7: Unified Intelligence Center

• Reporting in CUIC.
• Syncing data between UCCX and CUIC
• Reports and gadgets
• How to create new reports and integrate them into UCCX