Contact Center Fundamentals

Telecom Engineering is fast becoming the must have certificates for any IT professional working with corporate Enterprises. Most of the mayor banks and financial institutions rely on Avaya Software.

In a virtual call centre model, the call centre operator (business) pays a monthly or annual fee to a vendor that hosts the call centre telephony and data equipment in their own facility, cloud-based. In this model, the operator does not own, operate or host the equipment on which the call centre runs. Agents connect to the vendor's equipment through traditional PSTN telephone lines, or over voice over IP. Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premises. The vendor's telephony equipment (at times data servers) then connects the calls to the call centre operator's agents.

Virtual call centre technology allows people to work from home or any other location instead of in a traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations - i.e. not leaving their house. The only required equipment is Internet access and a workstation.[17] The companies are preferring Virtual Call Centre services due to cost advantage. Companies can start their call centre business immediately without installing the basic infrastructure like Dialer, ACD and IVRS.

Virtual call centres became increasingly used after the COVID-19 pandemic restricted businesses from operating with large groups of people working in close proximity

In this course we will start with a broad overview of the Contact Center Telecom platform, the history, the evolution and then deep dive into the individual elements of the Avaya Contact Center platform. You will explore Customer Service, Cloud Contact Center, Architecture, Contact Center Features, Omnichannel Contact Center, Omnichannel Agents and Supervisor, Automation, Artificial Intelligence, etc.

I am an Avaya Certified Expert, Developer and Systems Administrator living in the USA with over 20 years experience in IT. This course is cheaper than most other courses because I am not doing this as a full time job, rather because I love teaching Telecom and Contact Center. So join me in becoming A Telecom Expert today!