|Exam Name||:||Deploying Cisco Unified Contact Center Express|
|Questions and Answers||:||50 Q & A|
|Updated On||:||February 20, 2019|
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“however didn’t you just unencumber Cisco UC 9.0?”
I have heard this frequently when you consider that Oct 16 after we introduced Cisco Unified Communications free up 9.0 “in the cloud”, or more primarily in Cisco Hosted Collaboration solution (HCS). The question has led to nice discussions round Cisco’s focus on providing consumers their alternative of deployment model without compromise.
Cloud collaboration is an integral part of Cisco’s Collaboration strategy. we are dedicated to offering function parity for Cisco Unified Communications on premises and within the cloud. After a brand new Cisco UC unlock is made available for on premises deployment, then within 1 / 4 the same enhancements may be attainable within the cloud via Cisco HCS. Case in factor, Cisco UC 9.0 “First client Ship” (FCS) changed into Aug 15. FCS of Cisco HCS with Cisco UC 9.0 become Oct 26.
whether it’s voice, video, messaging, net conferencing, mobility, or safety — Cisco UC 9.0 is all about extra flexibility, bridging methods together, and keeping our valued clientele’ investments. Making Cisco UC capabilities moreover purchasable during the cloud permits purchasers who should mix and match deployment alternatives to meet entertaining and varying enterprise requirements. licensed HCS partners now also have the capacity to deliver additional cost-add options and capabilities.
I invite you to be part of consultants from my crew for a are living webcast with Q&A on Nov 14. study more concerning the new alternate options for deploying Cisco Unified Communications in addition to Cisco TelePresence, Cisco WebEx and Cisco Contact core. we are able to share use instances and what you'll want to agree with when deciding upon which deployment mannequin is highest quality on your company.
As at all times, I welcome your remarks and look ahead to us staying engaged.
about a yr in the past, Cisco added three new enterprise Transformation Certifications designed to prepare companions for impending business opportunities in the business. today, the vendor added an extra five new or up-to-date certifications for partners and/or their conclusion person IT purchasers. These certifications are designed to aid bridge the drawing near gap in tech abilities as company transitions -- i.e. mobility, cloud, web of things, and massive facts and analytics -- accelerate in the commercial enterprise.
latest announcement contains the CCNP Routing and Switching v2.0 revision, 4 new certifications for network Programmability experts, Cisco Industrial Networking specialist certification, Cisco commercial enterprise IT-company professional certification, and Unified Contact middle business (UCCE) practicing.
according to Tejas Vashi, director of advertising and product administration with learning@Cisco, the capabilities hole will come from the explosive raise in community-connected contraptions -- from 10 to 12 billion endpoints these days to 50 billion endpoints by way of 2020 -- and the lack of tech-savvy specialists to assist a growing to be community infrastructure.
"companions should take note the changing circumstance they may be running into at customer sites, principally for a consultative sale the place a business conversation revolves around efficiencies and return on funding," he mentioned.
one of the new certifications are of more advantageous importance to definite Cisco companions and are aimed at client IT retail outlets.
Of instant significance to partners are updates to the CCNP Routing and Switching Certification. regarded a huge revision, CCNP Routing and Switching v2.0 advancements consist of a better emphasis on IPv6, Cisco StackWise, virtual switch features (VSS), and Dynamic Multipoint VPN (DMVPN).
Cisco has also modified its curriculum and exams. modifications include lab-based mostly, arms-on content material and configuration for IPv6. instructor-led and e-discovering options can be found for the Route, swap and Tshoot (troubling capturing) practicing products.
Cisco partners will should meet the brand new credential requirements to maintain certification ranges. New exams can be found beginning nowadays. historic assessments may be retired on January 30, 2015.
The 4 new network Programmability professional certifications are company application Engineer, community application Developer, network Programmability Design professional, and community Programmability Engineer.
companions can predict to learn how to set up an open infrastructure, fundamental network capabilities, building of open environments, and design simplification with innovative automation.
Cisco is making on-demand video clips accessible for practising. the new community Programmability professional certifications require each and every expert to complete two courses and two checks that tackle open software application interface (API) programmability and coverage based mostly Controllers technologies.
the new Cisco Industrial Networking professional certification addresses operational and IT convergence on the commercial plant flooring. Certification materials include working towards for acquiring foundation capabilities for the administration and administration of commercial network contraptions and techniques in manufacturing and different industrial vegetation.
based on Andy Gremett, senior product marketing manager with getting to know@Cisco, here's Cisco's first step against addressing the expertise-gap challenge on the horizon with the looming cyber web of issues.
"These companies are going to have to go to partners to buy sensors, to work out what they'll do with the entire records coming in from all the endpoints, and they're going to need to go to partners to cozy the data and [learn how to] shop it and use it," he referred to.
This training combines teacher-led and fingers-on schooling.
The Cisco business IT-enterprise professional certification takes the success of the accomplice enterprise transformation practising and directs it to the client. in line with Gremett, Cisco partners may also are looking to take this practising to help purchasers force enterprise value for themselves or companions may also want to factor customers towards this expert certification.
The Cisco Unified Contact middle business v10 certification comprises revised classes. The three refreshed lessons are Administering Cisco Unified Contact core enterprise 1 (AUCCE1) , Administering Cisco Unified Contact center enterprise 2 (AUCCE2) , and Deploying Cisco Unified Contact middle enterprise(DUCCE).
direction issues cowl Cisco UCCE v10x, APIs that power cloud and mobility, the interactive voice response environment for UCCE, and Cisco Unified Intelligence core (CUIC) part architecture..
practicing is now purchasable.
April 08, 2015by way of Sandra M. Gustavsen Analyst, company VoIP
Cisco these days introduced a 3rd mannequin within the enterprise edition 6000 family—the business edition 6000S, an all-in-one company collaboration platform constructed right into a Cisco 2921 built-in services Router (ISR). BE6000S ambitions the low-conclusion of mid-market or branch workplaces with 25-a hundred and fifty clients, introducing a smaller-scale, extra reasonably-priced edition of the total enterprise version 6000M/H virtualized telephony platform which objectives mid-market companies that have up to 1,000 users.
the brand new BE6000S fills a niche in Cisco’s product line, following the January 2014 conclusion-of-sale of the business’s line of on-premises company telephony systems for small and mid-sized companies (SMBs), specifically the Cisco company version 3000, the Unified Communications 300 collection and the Unified Communications 500 series. at the moment, Cisco’s virtualized platform, business version 6000, grew to be the counseled on-premises choice, although the expense element become considered too steep and the deployment too complex for some smaller corporations.
BE6000S addresses rate sensitivity and deployment complexity through offering a simplified workplace-in-a-box answer, pre-configured with “standard” applications which are usually required through smaller offices. The BE6000S, including hardware, licenses and services, is priced about 20 percent under a BE6000M, according to Cisco.
The company edition 6000 Portfolio
business version 6000 was firstly delivered in 2011 as a virtualized telephony and unified communications platform designed for businesses with up to 1,000 clients. The answer makes use of VMware virtualization technology to consolidate diverse applications— voice, video, conferencing, messaging, instant messaging and presence, contact core and extra—on a single platform for a lower complete can charge of possession. company version virtualized systems guide excessive availability points for mission essential environments and make the most of a centralized department deployment architecture that unifies dispersed places of work and faraway employees into a single, cohesive system.
To be selected, business edition 6000 makes use of VMware virtualization expertise to run varied virtual machines, enabling pre-loaded and licensed Cisco purposes to run co-resident on a single Cisco Unified Computing gadget (UCS). These encompass “foundational” applications that are usually used collectively to convey core voice and unified communications facets, particularly the Cisco Unified Communications manager for name control, Cisco cohesion Connection for voicemail and unified messaging, Cisco instant Messaging and Presence service with Cisco Jabber and Cisco top Collaboration for preliminary deployment and provisioning. The Cisco Paging Server for point-to-factor and community audio paging is included on the brand new BE6000S platform, or optionally activated on the medium-scale fashions (BE6000M and BE6000H).
extra applications complement the core applications above and can be found and in a position-to-activate as obligatory on the medium-scale models (BE6000M and BE6000H): Cisco Unified Contact center specific, Cisco Unified Attendant Consoles, Cisco Emergency Responder, Cisco parkway and Cisco TelePresence Conductor, Cisco TelePresence Video communique Server, Cisco TelePresence Server virtual desktop and Cisco TelePresence management Suite. additionally, enterprise edition 6000 can combine with Cisco’s cloud-primarily based WebEx web conferencing provider.
model alternate options
enterprise edition 6000 now comes in three fashions to swimsuit varying size corporations and feature requirements.
All BE6000 fashions aid a brand new option for preconfigured settings whereby Cisco will configure the core applications just before delivery the gadget to the companion, speeding up the deployment manner.
Edited by using Dominick Sorrentino
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KUALA LUMPUR, Malaysia, 03 October 2013 – DKSH Malaysia, the leading Market Expansion Services provider in the country, has implemented Cisco® Unified Contact Center Express solutions to enhance the customer service experiences for their Business Unit Healthcare. The solution will streamline contact center management and processes for agents at DKSH engaging with their pharmaceutical, medical device and consumer health customers.
Using Cisco Unified Contact Center Express provides DKSH with improved customer experience with comprehensive contact management and sophisticated call routing capabilities. Cisco Unified Contact Center Express also includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.
Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, virtual, and sophisticated customer interaction management solution for up to 400 agents. It provides state-of-the-art built-in interactive voice response capability, and proactive customer service for an enhanced customer experience with integrated outbound call management capabilities. Multichannel features include handling voice, email, web-chat and social media inquiries. The technology implementation aims to improve agent productivity and business results with real-time monitoring of distribution and reporting; increasing customer call resolution with access to expert technical advice through instant messenger and chat functions; and reducing dropped calls.
The technology implementation aims to improve agent productivity and business results with real-time monitoring of distribution and reporting; first call resolution with the aid of chat features for expert technical advice; and reducing dropped calls.
"DKSH is the leading Market Expansion Services provider in Malaysia and our employees operate a knowledge-based business model and act as route-to-market specialists to provide market insight, marketing and sales as well as physical distribution supported by a leading-edge IT platform. It is our commitment to clients and customers to use technology to increase operational efficiency and effectiveness in order to help them grow their business. With Cisco Unified Contact Center Express, we aim to personalize customer service experience to deliver higher productivity and a wider competitive edge for us in Malaysia."
"DKSH is leading the way in the Market Expansion Services industry in Malaysia by connecting the unconnected – where technology is leveraged to increase operational efficiency, lower support costs, and improve availability risk management. This is particularly relevant in a market like Malaysia, where knowledge-workers are the backbone of customer support, as the country transforms into a connected logistics hub."
DKSH is the leading Market Expansion Services provider with a focus on Asia. As the term "Market Expansion Services" suggests, DKSH helps other companies and brands to grow their business in new or existing markets.
Publicly listed on the SIX Swiss Exchange since March 2012, DKSH is a global company headquartered in Zurich. With 680 business locations in 35 countries – 660 of them in Asia – and 26,300 specialized staff, DKSH generated net sales of CHF 8.8 billion in 2012.
DKSH Business Unit Healthcare is the leading Market Expansion Services provider for healthcare companies seeking to grow their business in Asia. Custom-made offerings comprise registration and market entry studies as well as importation, customs clearance, marketing and sales to physical distribution, invoicing and cash collection. Products available through DKSH Healthcare include ethical pharmaceuticals, consumer health, over-the-counter (OTC), as well as medical devices.
With 150 business locations in 13 countries and around 9,000 specialized staff, Business Unit Healthcare serves over 160,000 customers and generated net sales of around CHF 3.7 billion in 2012.
About DKSH Malaysia
DKSH Malaysia is an operation within the DKSH group, offering DKSH's clients and customers a comprehensive network of sales, marketing, logistics, and distribution services, as well as well-established deep local relationships built since its establishment in 1923 in Malaysia. It is one of the oldest and largest Market Expansion Services providers in the country, serving 130 brand owners, 13,000 customers and employing a workforce of over 3,000 specialized staff.
Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. For ongoing news, please go to http://thenetwork.cisco.com. Cisco products are supplied in Malaysia by the channel partners of Cisco Systems International B.V. and Cisco International Limited, each being a wholly owned subsidiary of Cisco Systems, Inc.###
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.
Call centers have changed quite a bit from the early days of private branch exchange (PBX)-based setups designed primarily for straightforward incoming call management. Today's more fully featured contact centers, built on automatic call distributor (ACD)- and IP-based platforms, support the receipt and intelligent routing of inbound sessions through an array of unified communications (UC) technologies, including instant messaging, video conferencing and collaboration services.
Managing the IP contact center -- especially for enterprises with assets distributed across many sites, which could necessitate a virtualized call center approach -- requires a strong, scalable, integrated product suite equipped to quickly and effectively route voice and video calls across multiple sites based on complex business policies. Cisco believes it can offer enterprise customers just that type of solution -- a robust portfolio that can not only meet the standard requirements of traditional call-handling, but also provide a wide variety of advanced, IP-based solution features.
In this excerpt of a chapter from Cisco Unified Contact Center Enterprise, author Gary Ford breaks down the various products in the Cisco Contact Center suite, which share a code base but can serve very different roles, depending on a customer's telephony requirements.
Ford explains what differentiates Cisco's Unified Contact Center offering from its Unified Intelligent Contact Manager platform, as well as the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX). He also details the benefits and features of the specific products that make up the Cisco Unified Contact Center Enterprise and other Cisco contact center suites, including Cisco Agent Desktop, Cisco Unified Mobile Agent, Cisco Unified Customer Voice Portal and much more.
Download the PDF of this chapter excerpt on Cisco's Contact Center portfolio from the book Cisco Unified Contact Center Enterprise.
Reproduced from the book Cisco Unified Contact Center Enterprise by Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For more information about this and other similar titles, visit Cisco Press.
About the book:
In Cisco Unified Contact Center Enterprise, author Gary Ford offers the guidance you need to optimally configure and manage Cisco Unified Contact Center Enterprise in any environment. Ford brings more than 13 years of hands-on experience in designing, deploying and maintaining Cisco telephony and contact center solutions to his coverage of the enterprise and hosted versions of Cisco Unified Contact Center. He also covers why Cisco Unified Contact Center Enterprise's individual elements work the way they do and how to perform key tasks in Cisco Unified Contact Center Enterprise.
Read Cisco Unified Contact Center Enterprise to learn more about the following:
March 29, 2012
Cisco partner, Spanlink Communications has rolled out Spanlink Guarantee, a solution that includes business and technical component to helps users while deploying Cisco collaboration and contact center solutions.
Spanlink Communications has been Cisco’s certified partner and in the customer care and enterprise productivity space, Spanlink offers three Cisco Collaboration Solutions – a solution for small to medium-sized contact centers, called Unified Contact Center Express (UCCX); a solution for medium-sized to large contact centers, called Unified Contact Center Enterprise (UCCE); and solutions that provide Enterprise Productivity.
Now with the introduction of Spanlink Guarantee, Spanlink is taking its partnership with Cisco to the next level by guarantying that the users will achieve the cost savings, revenue increases, customer retention improvements or other business improvements identified.
Spanlink promises to continue to work with the customer to help make the enhancements needed to the Cisco contact center and collaboration solutions, even if the customer and Spanlink perform all the actions required by the assessment and the goals are not met.
“We use our business case assessment to align the customer’s business processes and objectives with their customer service goals,” said Scott Vincent, EVP of Sales, Spanlink. “These objectives can vary, but often times include driving growth, controlling costs, retaining customers or improving agent productivity. Based off the assessment, we are able to identify the technology necessary for the customer to meet their objectives and we leverage key business metrics to provide the customer with a clear ROI they can count on.”
The business element takes care that customers who participate in Spanlink’s business case assessment will achieve the results identified as part of that assessment, and the technical element assures the customer that the features and functionality presented to them will work exactly as specified.
The Spanlink Guarantee is offered immediate basis at no additional cost to customers, and applies to all new projects.
Edited by Rich Steeves
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