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600-460 - Administering Cisco Unified Contact Center Enterprise - BrainDump Information

Vendor Name : Cisco
Exam Code : 600-460
Exam Name : Administering Cisco Unified Contact Center Enterprise
Questions and Answers : 70 Q & A
Updated On : November 16, 2018
PDF Download Mirror : 600-460 Braindumps
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600-460 exam Dumps Source : Administering Cisco Unified Contact Center Enterprise

Test Code : 600-460
Test Name : Administering Cisco Unified Contact Center Enterprise
Vendor Name : Cisco
Q&A : 70 Real Questions

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Cisco Administering Cisco Unified Contact

Tana Franko | killexams.com Real Questions and Pass4sure dumps

Technical writer, Cisco Webex Hybrid ServicesCollaboration programs

Tana Franko is technical creator on the Cloud Unified Communications access Engineering team. since starting out at Cisco as a hardware test intern in faculty, she has served in a number of different roles, together with application trying out, automation, system administration, and management.

To stretch herself at work, Tana is discovering statistics science and security through Cisco’s getting to know and development courses. She's a part of a move-useful team with Cisco support the usage of analytics to enrich the collaborationhelp.cisco.com portal. She currently earned her Cisco safety Ninja eco-friendly Belt.

beyond the written notice, Tana enjoys being involved in industry conferences, even if speaking, volunteering to evaluate presentation proposals, assisting different speakers, or encouraging and supporting potential audio system. a few her talks can be found in the Write the doctors video archive at https://www.writethedocs.org/movies/.

She can also be discovered on Twitter at @tanafranko.


Certifications for Cisco companions handle approaching tech skills gap | killexams.com Real Questions and Pass4sure dumps

about a 12 months ago, Cisco delivered three new company Transformation Certifications designed to put together companions for impending company alternatives within the commercial enterprise. today, the vendor delivered an further 5 new or updated certifications for partners and/or their conclusion user IT purchasers. These certifications are designed to aid bridge the coming near gap in tech expertise as business transitions -- i.e. mobility, cloud, information superhighway of issues, and large facts and analytics --  accelerate in the commercial enterprise.

modern day announcement includes the CCNP Routing and Switching v2.0 revision, four new certifications for network Programmability specialists, Cisco Industrial Networking expert certification, Cisco commercial enterprise IT-enterprise professional certification, and Unified Contact center enterprise (UCCE) training.

in keeping with Tejas Vashi, director of marketing and product management with studying@Cisco, the skills gap will come from the explosive increase in community-related instruments -- from 10 to 12 billion endpoints nowadays to 50 billion endpoints by 2020 -- and the inability of tech-savvy specialists to help a transforming into network infrastructure.

"companions deserve to consider the changing condition they're running into at client sites, peculiarly for a consultative sale the place a business dialog revolves round efficiencies and return on funding," he stated.

probably the most new certifications are of stronger value to certain Cisco partners and are geared toward client IT retail outlets.

Of immediate significance to companions are updates to the CCNP Routing and Switching Certification. considered a huge revision, CCNP Routing and Switching v2.0 developments consist of a greater emphasis on IPv6, Cisco StackWise, digital change features (VSS), and Dynamic Multipoint VPN (DMVPN).

Cisco has additionally modified its curriculum and exams. adjustments consist of lab-primarily based, fingers-on content material and configuration for IPv6. instructor-led and e-gaining knowledge of alternate options are available for the Route, swap and Tshoot (troubling taking pictures) working towards items.

Cisco partners will have to meet the brand new credential necessities to retain certification levels. New tests can be found starting these days. ancient exams can be retired on January 30, 2015.

The 4 new network Programmability specialist certifications are company application Engineer, network application Developer, network Programmability Design expert, and network Programmability Engineer.

companions can are expecting to find out how to set up an open infrastructure, simple network advantage, building of open environments, and design simplification with inventive automation.

Cisco is making on-demand movies accessible for working towards. the new community Programmability expert certifications require every specialist to finished two classes and two assessments that address open utility software interface (API) programmability and policy based Controllers technologies.

the new Cisco Industrial Networking professional certification addresses operational and IT convergence on the economic plant flooring. Certification materials include working towards for obtaining basis abilities for the administration and administration of commercial network instruments and systems in manufacturing and other industrial vegetation.

in response to Andy Gremett, senior product marketing supervisor with studying@Cisco, here is Cisco's first step towards addressing the expertise-hole challenge on the horizon with the looming web of issues.

"These businesses are going to should go to partners to buy sensors, to determine what they're going to do with all the data coming in from all of the endpoints, and that they're going to ought to go to companions to cozy the statistics and [learn how to] store it and use it," he spoke of.

This practising combines teacher-led and arms-on schooling.

The Cisco commercial enterprise IT-business expert certification takes the success of the partner enterprise transformation training and directs it to the client. in response to Gremett, Cisco partners may additionally need to take this practising to support valued clientele drive business value for themselves or companions may are looking to aspect customers against this professional certification.

The Cisco Unified Contact middle business v10 certification contains revised lessons. The three refreshed lessons are Administering Cisco Unified Contact center commercial enterprise 1 (AUCCE1) , Administering Cisco Unified Contact center commercial enterprise 2 (AUCCE2) , and Deploying Cisco Unified Contact center enterprise(DUCCE).

course themes cover Cisco UCCE v10x, APIs that drive cloud and mobility, the interactive voice response atmosphere for UCCE, and  Cisco Unified Intelligence middle (CUIC) component structure..

training is now attainable.


Contact core solutions Featured Article | killexams.com Real Questions and Pass4sure dumps

August 05, 2010

Cisco currently launched a customer case examine  that highlighted a grocery store chain that changed into in a position to give more desirable consumer provider via leveraging the enterprise’s IP Telephony and Unified Communications “UC” solutions.

The grocery store chain, possessing a hundred and fifty outlets in the jap u.s. and with a body of workers of practically 27,000 employees, realized that it was dropping cash given that a number of analog-primarily based key methods in its retailers and distribution centers had been offered by way of distinct providers all with excessive protection costs.

in addition, multiple contracts have been making the telephone alternatives much less advantageous. additionally, friends relocating from shop to store had to be retrained on a new system for each place.

consequently, the grocery store chain company decided to deploy a single Cisco collaborative communications solution in each new store to incrementally standardize the system. The enterprise deployed Cisco’s Unified Communications for Retail and other solutions.

This chain of supermarkets has relied on Cisco networking applied sciences earlier as neatly to build enterprise and raise consumer relationships throughout its expanding stores. The supermarket chain company had deployed Cisco’s voice-over-IP technologies in 2003 and was an early consumer of facet routing. For enhanced consumer service, the enterprise determined to switch to an IP telephony answer based on a converged network.

in line with Cisco’s client case study document, the retail chain enterprise carried out Cisco’s Unified Communications for Retail to enhance flexibility, reduce mobile costs by using standardizing the device throughout the retailers, and enhancing productiveness by using presenting information at once to employee on demand.

The retail chain enterprise leveraged Cisco’s routing and switching items, akin to Cisco 2811 series integrated capabilities Routers, Cisco Catalyst 6500 sequence switches, Cisco Catalyst 3750 and 3560 series switches, Cisco ONS 15500 collection optical switches; and Cisco’s voice and Unified Communications options equivalent to Cisco 7960, 7940, and 7905 series IP telephones, Cisco Unified Communications manager specific, Cisco Unified Contact core express, Cisco cohesion express.

according to the consumer case analyze document, the expanded reporting capabilities for name core statistics of Unified Contact center have helped the enterprise make greater recommended decisions about name core operations. This resulted in superior effectivity and availability.

For cellphone administration, the business relied on Cisco harmony express, a community module of the Cisco collaborative communications portfolio designed primarily to supply cellphone features to every keep.

With the assist of Cisco cohesion categorical, the business changed into in a position to facilitate its employees with affordable messaging and greeting features, phone prompts, and a simple-to-use GUI for voice mail and auto- attendant capabilities.

ultimately, the grocery store chain company now has an stronger corporate picture, enhanced client service, improved worker reporting, and expanded cost effectivity, due to Cisco’s Networking options. 

Jayashree Adkoli is a contributing editor for ContactCenterSolutions. To read extra of Jayashree's articles, please discuss with her columnist page.

Edited by way of Stefania Viscusi




Killexams.com 600-460 Dumps and Real Questions

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600-460 exam Dumps Source : Administering Cisco Unified Contact Center Enterprise

Test Code : 600-460
Test Name : Administering Cisco Unified Contact Center Enterprise
Vendor Name : Cisco
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Administering Cisco Unified Contact Center Enterprise

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Certifications for Cisco partners tackle approaching tech skills gap | killexams.com real questions and Pass4sure dumps

About a year ago, Cisco introduced three new Business Transformation Certifications designed to prepare partners for imminent business opportunities in the enterprise. Today, the vendor introduced an additional five new or updated certifications for partners and/or their end user IT customers. These certifications are designed to help bridge the approaching gap in tech skills as business transitions -- i.e. mobility, cloud, Internet of Things, and big data and analytics --  accelerate in the enterprise.

Today's announcement includes the CCNP Routing and Switching v2.0 revision, four new certifications for Network Programmability Specialists, Cisco Industrial Networking Specialist certification, Cisco Enterprise IT-Business Specialist certification, and Unified Contact Center Enterprise (UCCE) Training.

According to Tejas Vashi, director of marketing and product management with Learning@Cisco, the skills gap will come from the explosive increase in network-connected devices -- from 10 to 12 billion endpoints today to 50 billion endpoints by 2020 -- and the lack of tech-savvy professionals to support a growing network infrastructure.

"Partners need to understand the changing situation they're walking into at customer sites, particularly for a consultative sale where a business conversation revolves around efficiencies and return on investment," he said.

Some of the new certifications are of greater importance to certain Cisco partners and are aimed at customer IT shops.

Of immediate importance to partners are updates to the CCNP Routing and Switching Certification. Considered a major revision, CCNP Routing and Switching v2.0 advancements include a greater emphasis on IPv6, Cisco StackWise, Virtual Switch Services (VSS), and Dynamic Multipoint VPN (DMVPN).

Cisco has also modified its curriculum and exams. Modifications include lab-based, hands-on content and configuration for IPv6. Instructor-led and e-learning options are available for the Route, Switch and Tshoot (troubling shooting) training products.

Cisco partners will have to meet the new credential requirements to maintain certification levels. New exams are available starting today. Old exams will be retired on January 30, 2015.

The four new Network Programmability Specialist certifications are Business Application Engineer, Network Application Developer, Network Programmability Design Specialist, and Network Programmability Engineer.

Partners can expect to learn how to deploy an open infrastructure, fundamental network skills, development of open environments, and design simplification with innovative automation.

Cisco is making on-demand videos available for training. The new Network Programmability Specialist certifications require each Specialist to complete two courses and two exams that address open application program interface (API) programmability and Policy Based Controllers technologies.

The new Cisco Industrial Networking Specialist certification addresses operational and IT convergence on the industrial plant floor. Certification materials include training for obtaining foundation skills for the administration and management of industrial network devices and systems in manufacturing and other industrial plants.

According to Andy Gremett, senior product marketing manager with Learning@Cisco, this is Cisco's first step towards addressing the skills-gap challenge on the horizon with the looming Internet of Things.

"These companies are going to have to go to partners to buy sensors, to figure out what they're going to do with all the data coming in from all the endpoints, and they're going to have to go to partners to secure the data and [learn how to] store it and use it," he said.

This training combines instructor-led and hands-on education.

The Cisco Enterprise IT-Business Specialist certification takes the success of the partner business transformation training and directs it to the customer. According to Gremett, Cisco partners may want to take this training to help customers drive business value for themselves or partners may want to point customers towards this specialist certification.

The Cisco Unified Contact Center Enterprise v10 certification includes revised courses. The three refreshed courses are Administering Cisco Unified Contact Center Enterprise 1 (AUCCE1) , Administering Cisco Unified Contact Center Enterprise 2 (AUCCE2) , and Deploying Cisco Unified Contact Center Enterprise(DUCCE).

Course topics cover Cisco UCCE v10x, APIs that drive cloud and mobility, the interactive voice response environment for UCCE, and  Cisco Unified Intelligence Center (CUIC) component architecture..

Training is now available.


1-800 CONTACTS Deploys Cisco Unified Communications to Expand At-Home Agent Capabilities and Improve System Stability | killexams.com real questions and Pass4sure dumps

SAN JOSE, Calif. - January 28, 2009 - Cisco announced today that 1-800 CONTACTS is deploying Cisco Unified Contact Center Enterprise to help it manage growth and increase uptime. By integrating contact center, web support and administration on the same platform, 1-800 CONTACTS is now able to expand capabilities of its at-home agents by blending inbound and outbound calls into a single queue, allowing contact center associates to answer calls faster. In addition, the entire system is more stable and uptime has been increased by eliminating technical issues inherent in a patchwork system.

1-800 CONTACTS is the world's largest contact lens store. Its contact center handles approximately 45,000 incoming phone calls, 12,000 outbound calls and 5,000 customer e-mails each week. Customers can purchase the exact same contact lenses prescribed by their eye care provider for less.

Cisco partner Spanlink deployed a solution using Cisco Unified Communications that can easily expand as the company grows, and seamlessly accommodate the company's contact center employees who work from their homes.

"Before we implemented the Cisco solution, we were not able to effectively route or prioritize traffic because we didn't have everything going into a universal queue," said John Murray, chief information officer, 1-800 CONTACTS. "Email didn't come into queue - it was a silo. Inbound calls were in their own silo, and we placed outbound calls manually."

The universal queue in the new system sets priority levels to incoming calls, e-mails and chats, allowing the contact center to operate very efficiently. With the Cisco Unified Communications system, 1-800 CONTACTS also now has the ability to blend inbound and outbound calls into a single queue, allowing contact center associates to remain available for any kind of call, instead of requiring them to find free time or go "unavailable" while making outbound service calls to customers.

"We are excited to see the cutting-edge ways that 1-800 CONTACTS is using the Cisco solution to reduce or eliminate an employee's commute, and to help the company to prioritize calls," said Murali Sitaram, vice president and general manager of Cisco's Customer Contact Business Unit. "1-800 CONTACTS' innovative work-at-home program has recently expanded significantly and has room for continued growth. Contact center employees who choose to work at home now have the same full set of features they would if they were sitting in the office. Leading companies are achieving significant business and competitive advantages today by applying solutions like Cisco Unified Contact Center Enterprise to improve collaborative business processes."

"Since we began using the Cisco solution, I've been able to eliminate my daily commute, adding to the time I can spend with my family," said Phil Olson, contact center manager at 1-800 CONTACTS. "Better yet, my team now has all the same capabilities that we do in the actual contact center."

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UC & collaboration breathing new life into call center technology | killexams.com real questions and Pass4sure dumps

The days of customer-facing businesses using phone exclusively to engage with their customers and end users are coming to an end, as contact center vendors are integrating advanced unified communications and collaboration features -- such as instant messaging, video and social tools -- into their platforms. And the next frontier might be integration with consumer social media.

Maturing call center technology is helping businesses reach out to their customers instead of the other way around. Improved customer service experiences will serve as a competitive differentiator for many businesses.

"A few years ago the contact center was almost given up for dead -- it was thought of as lines of cubicles with old technology, said Joe Staples, chief marketing officer for Interactive Intelligence, an Indianapolis-based call center software technology provider. "With multi-channel modes of communication available, businesses began to realize they could differentiate their customer service by not only making and receiving calls, but by adding Web chat, email and social media communications."

UC, collaboration builds more promising call center technology

With more emphasis being placed on the customer experience by many businesses, unified communications (UC) and collaboration technology is breathing new life into the contact center by arming agents with contextual information about the caller before they actually speak to the customer. Click-to-call or instant messaging (IM) functionality straight from a consumer-facing website makes reaching a company easier for customers, but also gives call center agents the ability to see what a caller might be interested in -- or need help with -- ahead of the call. "If a customer runs into an issue on a website, the transition to speak to a representative should be seamless," Staples said.

Interactive Intelligence offers a core Customer Interaction Center platform with software application options -- such as voice, email and speech analytics. Customers choose which UC applications to add to the platform for their call center agents and customers, Staples said.

Real-time speech analytics can detect keywords and phrases -- such as "cancel my order" and "money back," -- and can alert managers who can choose to monitor or join the call. "These sophisticated features can deliver a very different experience for end users," he said.

Reporting functionality is becoming increasingly important for businesses, said John Hernandez, vice president and general manager of collaboration business applications for San Jose, Calif.-based Cisco Systems Inc. "Businesses don't want to know simply how long a call lasted for anymore. They want to know if there was call resolution, if the customer called back several times, and if there is information to indicate that the customer got what they needed and is satisfied," he said. "Reporting features tie that information together so managers can fine-tune the call process for their customer base."

Cisco's Unified Contact Center Express and Unified Contact Center Enterprise platforms include inbound and outbound telephony, email, chat and co-Web browsing or screen sharing functionality, as well as call routing algorithms and reporting analytics.

A large East Coast-based university has been using Cisco's Contact Center Express for its 400 agents in 20 contact centers, and is now in the process of upgrading to Cisco Unified Contact Center Enterprise in order to support a dramatic increase in online students.

"Our number of students has increased by tens of thousands over past seven years," said the university's IT communication liaison who requested anonymity. "We believe the high growth rate is in part based on our use of call center technology for marketing, as well as to support our distant students."

The university relies on its contact centers for marketing, residential, enrollment and financial aid, and uses voice and WebEx for screen sharing and video as a part of its contact center strategy. The university also uses a third-party provider for its website's click-to-call functionality.

Moving forward, the university would like its predictive dialing functionality to use Cisco's Unified Contact Center Express -- a function for automatic phone number dialing and busy single screening to save call center agents' time, the IT communication liaison said.

Call centers leveraging social media

Businesses are all too familiar with dissatisfied customers taking to social media sites -- like Twitter and Facebook -- to voice their concerns. Contact centers can no longer focus exclusively on customers who come to them. They should equip their agents with the tools to engage customers who aren't calling in, but may be ranting on Twitter.

Social media management will be an important tie-in for call center technology, said Paul Stockford president and chief analyst for Scottsdale, Ariz.-based Saddletree Research. "There is general recognition that the next generation of customers [is] going to have a preference for doing things over social media," he said.

Social media as a mode of communications presents a challenge for the contact center, however. "People aren't talking to you, they are talking about you over social media, so it's an entirely different way of engaging with customers," Stockford said. "Businesses will have to decide which conversations to join, which requires a different set of management skills with the contact center."

"Businesses are asking for tools to help monitor what is being said, and then manage the information by getting it into the hands of an agent who can re-contact that person," Interactive Intelligence's Staples said.

Maturing call center technology will be able to help evolve customer service strategies and even present lucrative opportunities for businesses by giving contact center agents the ability to be more active in reaching out to customers with check-ins and appointment reminders, as well as new offers through multiple modes of communication, Saddletree's Stockford said.

Let us know what you think about the story; email: Gina Narcisi, news writer, and follow @GeeNarcisi on Twitter.



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