Courses

Administering the CIC System

This course covers the Interaction Administrator interface, IC hierarchy and security, configuring users, workgroups and roles, and ACD processing.

Start End Delivery Type Location Language Enroll
View Web-based English New Learner   Returning Learner
View Mar 6, 2017 9:30am EST Mar 8, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View Apr 3, 2017 7:30am EST Apr 5, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner

Configuring Call Flows

This course covers Attendant concepts such as Profiles, Schedules, and workgroup transfers.  You will be introduced to more advanced concepts such as the Email Profile, database operations, and logical transfers.

Start End Delivery Type Location Language Enroll
View Web-based English New Learner   Returning Learner
View Feb 23, 2017 3:30am EST Feb 24, 2017 12:00pm EST Virtual Class English New Learner   Returning Learner
View Feb 23, 2017 6:30am EST Feb 24, 2017 3:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View Feb 23, 2017 7:00am EST Feb 24, 2017 4:00pm EST Virtual Class Spanish New Learner   Returning Learner
View Mar 9, 2017 9:30am EST Mar 10, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View Apr 6, 2017 7:30am EST Apr 7, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner

IC Reporting

This course is self-paced training with approximately 2 hours of video lecture followed by interactive labs and a library of reference documents. This course provides attendees the knowledge to leverage Interaction Center technology and standard CIC reporting metrics to best evaluate past performance and to assist in process improvement and forecasting in the future.

Start End Delivery Type Location Language Enroll
View Web-based English New Learner   Returning Learner

IC System Configuration and Support

This course covers installation and deployment of Interaction Center, configuring SIP components of an IC system, deploying additional Interactive Intelligence products, Supporting IC, and troubleshooting IC components.

 


Start End Delivery Type Location Language Enroll
View Feb 27, 2017 3:30am EST Mar 1, 2017 12:00pm EST Virtual Class English New Learner   Returning Learner
View Feb 27, 2017 7:00am EST Mar 1, 2017 4:00pm EST Virtual Class Spanish New Learner   Returning Learner
View Mar 6, 2017 6:30am EST Mar 8, 2017 3:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View Mar 13, 2017 9:30am EST Mar 15, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View Apr 10, 2017 7:30am EST Apr 12, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner

Interaction Center Certified Engineer (ICCE) Bootcamp

This course provides the student with the knowledge and skills necessary to implement and support the Interaction Center Platform®. The student will learn about the architecture of Customer Interaction Center™ (CIC) and apply that knowledge to the implementation of an Interaction Center Platform system.  This is a Partner course.  

The student will learn how to configure, troubleshoot and support a system through a combination of instructor-led lectures and hands-on labs.

This course is needed to obtain the Interaction Center Certified Engineer (ICCE) certification. Students will achieve ICCE certification by earning passing scores on Interaction Center Certified Engineer (ICCE) Bootcamp exams.

All students must complete Administering the CIC System and Configuring Call Flows PRIOR to attending this class.


Start End Delivery Type Location Language Enroll
View Mar 6, 2017 8:30am Mar 10, 2017 7:00pm Classroom Sydney English New Learner   Returning Learner
View Mar 13, 2017 8:30am Mar 17, 2017 7:00pm Classroom Frankfurt English New Learner   Returning Learner

Interaction Center Core Specialist (ICCS) Bootcamp

This course provides the student with the knowledge and skills necessary to support the Interaction Center product. The student will explore the SIP protocol, and use that knowledge to configure, deploy and troubleshoot an IC system using Interactive Intelligence and supported third party products.  This is a Customer course.  


Start End Delivery Type Location Language Enroll
View Feb 27, 2017 8:30am Mar 3, 2017 7:00pm Classroom Amsterdam English New Learner   Returning Learner
View Mar 6, 2017 8:30am Mar 10, 2017 7:00pm Classroom Frankfurt English New Learner   Returning Learner
View Mar 20, 2017 8:30am Mar 24, 2017 7:00pm Classroom Sydney English New Learner   Returning Learner
View Mar 27, 2017 8:30am Mar 31, 2017 7:00pm Classroom Indianapolis English New Learner   Returning Learner
View Apr 24, 2017 8:30am Apr 28, 2017 7:00pm Classroom Indianapolis English New Learner   Returning Learner

GENESYS ACQUIRES INTERACTIVE INTELLIGENCE

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