Contact Center AI (CCAI) Platform

Google Cloud via edX Professional Certificate

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Provider

edX Professional Certificate
Pricing

$54.00
Languages

English
Certificate

Certificate Available
Effort

20 weeks, 1-19 hours a week
Sessions

Self-Paced
Level

Beginner

Found in

Enhance your expertise in customer interaction management with the Google Cloud: Contact Center AI Platform (CCAIP) professional certificate, developed by Google Cloud and delivered on edX.

The pathway is designed for contact center professionals across agent, manager, and administrator roles. It provides essential training on how to use, manage, and configure Google Cloud's unified contact center platform to support effective customer engagement across channels.

It's delivered through three focused courses:

Handle Consumer Interactions with CCAIP
Manage Functions and Reporting with CCAIP
Configure and Maintain CCAIP as an Admin

Learn about the core agent features and functionality within CCAIP. Understand how the platform enables organizations to deploy Contact Center AI without relying on multiple technology providers. Develop the skills to handle call and chat interactions while meeting consumer needs using Agent Adapters.

Advance to management level. Learn to monitor and analyze team performance, track KPIs, coach agents, and configure the contact center to support onboarding, staffing adjustments, and ongoing performance evaluation.

Explore the administrative aspects of CCAIP. Learn to set up, configure, adjust, and maintain the platform; manage routing paths and communication channels; and assign agents and teams to ensure efficient operation and improved customer experience.

By the end of this online program, you'll understand the essential functions of Contact Center AI Platform from end to end — equipping you to support customer service operations; manage reporting and configuration; and maintain CCAIP for reliable, effective consumer interaction management.

Syllabus

Handle Consumer Interactions with CCAIP — This course teaches contact center agents about the core features and functionality in Contact Center AI Platform (CCAIP) for handling consumer interactions via chat and call.
Manage Functions and Reporting with CCAIP — Enhance your contact-center management skills by learning to monitor, manage, and report on performance with CCAI Platform. Gain expertise in tracking KPIs, assessing efficiency, and using reporting tools effectively.
Configure and Maintain CCAIP as an Admin — Bolster your contact-center administration skills by learning to navigate, configure, and maintain CCAI Platform as an admin. Build the skills to troubleshoot, analyze, and tailor platform settings to support efficient, customer-focused operations.

Courses

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Manage Functions and Reporting with CCAI Platform provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCAI Platform.
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This course teaches contact center agents about the core agent features and functionality in Contact Center AI Platform (CCAIP). CCAIP is a unified contact center platform that accelerates an organization's ability to leverage and deploy CCAI without relying on multiple technology providers. This course is most appropriate for those who handle consumer interactions via chat and call.
0 reviews

View details

Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “Managing Functions and Reporting with CCAIP.”