In this course, you'll gain an understanding of Cisco's Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center's caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator to optimize the call agent's desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, and you'll examine options for troubleshooting, reporting, and maintaining the system.
