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SOLUTION COURSES
AS- 01 Auto Attendant
AS- 02 IVR (Interactive Voice Response)
This course provides practical knowledge of Interactive Voice Response (IVR) technology and how it can be applied in a range of CT solutions. The course covers design, implementation, and management of IVR systems. It is intended for any individual requiring the ability to plan, manage, or support an IVR system and is a prerequisite for courses on IVR products.
Upon completion of this course participants will be familiar with IVR concepts and terminology, understand customer motivation for using IVR technology and the ways in which it can be deployed. In addition, participants will be able to assess and explain the advantages and disadvantages of various IVR techniques and strategies, be versed in guidelines and principals for successful IVR development, and will have experience planning a number of IVR solutions.
AS- 03 Call Center
This course is intended to provide a complete orientation to, and practical knowledge of, call center technologies. This course covers design, implementation, and management of systems using various forms of inbound, outbound, and blended call centers. It is intended for any individual requiring the ability to plan, configure, integrate, manage, or support a call center application.
Upon completion of this course participants will be familiar with inbound and outbound call centers, ancillary and supporting call center technologies and concepts, understand customer motivation for deploying call center applications, and be able to assess and explain the advantages and disadvantages of various techniques and strategies. Participants will also be able to understand how call center technology can be deployed to address different business opportunities and how to assess any potential cost savings, and will have experience planning a number of call center solutions.
This course covers the following:
Introduction to inbound, outbound, and blended call center technology
Business factors that drive call center deployment
Methods of call distribution
Methods of call routing
Management techniques within a call center
CTI applications within a call center
Overview of call center product types
AS- 04/05 Internet Telephony (VOIP/FOIP)
This course is intended to provide a complete orientation to, and practical knowledge of, new voice networking technologies. This course covers design, implementation, and management of systems using various forms of Voice On the Net technology. It is intended for any individual requiring the ability to plan, manage, or support a VON deployment and is a prerequisite for courses on VON-based products.
Upon completion of this course participants will be familiar with VoIP and other VON technology and concepts, understand customer motivation for deploying VON technology, and be able to assess and explain the advantages and disadvantages of various techniques and strategies. Participants should also be able to understand how VON technology can be deployed to address different opportunities and how to assess any potential cost savings, and will have experience planning a number of VON solutions.
This course covers the following:
Introduction to Voice On the Net
VON Switching Fabric
Servers
Clients
VON for Private Trunking
VON in the Public Network
VON to the Desktop
VON for Special Applications
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