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Handle Consumer Interactions with CCAIP

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Overview

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This course teaches contact center agents about the core agent features and functionality in Contact Center as a Service (CCaaS). CCaaS is a unified contact center platform that accelerates an organization's ability to leverage and deploy contact centers without relying on multiple technology providers. This course is most appropriate for those who handle consumer interactions via chat and call.

Syllabus

  • Getting Started with CCaaS
    • What is CCaaS
    • Set up your account
    • Browser settings
    • Log in
    • Personalize your account
    • Activity: Logging into CCaaS
  • Call Adapter
    • Navigate the call adapter
    • Accept inbound calls
    • Manage calls and transferring
    • Wrap up calls
    • Ourbound calls and voicemail
    • Activity: Place an outbound call
    • Call adapter quiz
  • Chat Adapter
    • Navigate the chat adapter
    • Manage chats
    • Chat adapter quiz
  • Use Cases and Examples
    • Use Cases and Examples
    • Activity: Handling Calls in the Adapter
  • Troubleshooting
    • Common solutions
    • Network and connection
    • Setting your internet network time protocol (NTP)
    • Troubleshooting your CRM
    • Working from home
    • Further assistance
    • Troubleshooting Quiz
  • Resources
    • Resources
  • Your Next Steps
    • Course Badge

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