Cisco calls IP professionals back to school

Cisco is adding a seventh specialist certification for IT telephony professionals.

The IP Contact Centre Express Specialist Certification was launched this week, and is aimed at anyone responsible for the installation, operation, and management of a Cisco IPCC Express system.

"This includes field engineers, system engineers and administrative personnel," a Cisco spokesperson said.

There are more than 2000 installations worldwide of the Cisco's IPCC Express system, according to the company.

Although the spokesperson admitted that most of these are in the US, she said numbers in the Asia Pacific are growing.

"IP telephony is a next-generation technology that is changing the way people communicate, thereby reshaping the business landscape," she said.

The spokesperson said that contact centres have become an important part of a company's ability to deal with customer enquiries, solicit new business, and provide vital information quickly to internal personnel and customers in a cost-effective manner.

Study materials for the certification, a pre-requisite of which is an active associate-level Cisco qualification, are available through the vendor's accredited learning partners. A 75-minute exam covers planning and designing a deployment, installing and configuring the software; creating self-service workflows; configuring routing and queuing; setting up agents and supervisors; creating agent screen pops; generating reports and troubleshooting.

Further details are available here.

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