Detaillierter Kursinhalt
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