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Want to Learn Cisco Webex Contact Center?

Prepare for Webex Contact Center Certification

Learn Webex Contact Center end-to-end with self-paced training videos. Build skills fast—no classroom needed.   With 100+ Video labs/lectures and 100 hours of lab access to practice.  Get unlimited updates.

Includes:

  • 100+ Video labs/lectures
    • WebEx Contact Center Lectures
    • WebEx Contact Center Video labs
    • WebEx Contact Center Flow Designer lectures
    • WebEx Integration with 3rd Party - Azure, Okta & Google
    • Migrating from Cisco Unified CM to WebEx Calling (coming soon)
  • 100 Hours of Lab Access
  • Unlimited Updaes
  • 5 Year Access



WbEx Contact Center Training Video Sample Chapters





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What You Will Learn
  • Set up and manage Webex Contact Center tenants, sites, teams, and users
  • Configure queues, entry points, and routing strategies
  • Build call flows and IVR menus using Flow Designer
  • Enable voice, chat, and email digital channels
  • Use the Agent Desktop for call handling and monitoring
  • Generate reports and manage dashboards for analytics
  • Integrate Webex Contact Center with third-party systems (HTTP, CRM, etc.)

 


Course Outline

Lecture on Video

  • Chapter 01 - Overview of Cisco WebEx Contact Center
  • Chapter 02 - Overview of Cisco WebEx CC Core Feature
  • Chapter 03 - Overview of Cisco WebEx CC License
  • Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
  • Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
  • Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
  • Chapter 07 - Overview of Cisco WebEx Partner Hub
  • Chapter 08 - Managing Control Hub from Customer Perspective
  • Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
  • Chapter 10 - Cisco WebEx CC Tanent Provission Overview
  • Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
  • Chapter 12 - Managing Entry Points and Queues Configurations
  • Chapter 13 - Managing Cisco WebEX CC Sites and Teams
  • Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
  • Chapter 15 - Managing Skills Definition and Skills Profile Attributes
  • Chapter 16 - Cisco WebEx CC - Flows
  • Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
  • Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
  • Chapter 19 - Overview of Cisco WebEx Experience Management Platform
  • Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
  • Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
  • Chapter 22 - Overview of Tanet Management Portal
  • Chapter 23 - Overview of Agent Desktop
  • Chapter 24 - Overview of Cisco WebEx CC Analyzer
  • Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
  • Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
  • Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
  • Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
  • Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
  • Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC

WebEx Contact Center Lab Video

  • Lab 1 -Overview of WebEx Control Hub and User Management for WxCC
  • Lab 2 - Explore The Contact Center Management Portal and Control Hub
  • Lab 3 - Creating User Profile to Assign Rights to Agents and Users
  • Lab 4 - Creating Agent Profile to Control Features Available to Agent
  • Lab 5 - Creating Various Multimedia Profile for Agents
  • Lab 6 - Creating Skills Definition and Skills Group
  • Lab 7 - Create Sites and Capacity or Agent Base Teams
  • Lab 8 - Enabling WebEx User as Contact Center Agent and Supervisor
  • Lab 9 - Creating Entry Point, Dial Number and Queue

WebEx Contact Center Scripting - Flow Designer

  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distribution Activity
  • Lab 11 - Creating WxCC Flow Using Queue to Agent Activities
  • Lab 12 - Building A Flow with Customized Music on Hold with loop
  • Lab 13 - Creating a Loop and Loop Counter in WebEx CC Flow to control loop
  • Lab 14 - Creating a Flow to Give User OptOut Option in Music on Hold
  • Lab 15 - Using HTTP Request To Fetech Data From External Source
  • Lab 16 - Using HTTP Request to Select Language Based on User Preference
  • Lab 17 - Building Menu and Menu Choice Using HTTP Request and JSON file
  • Lab 18 - Custom HTTP Connector with Authentication Fetech data from Genesys Cloud CX
  • Lab 19 - Integrate Cisco WebEx CC with SalesForce For Agent Desktop Integration
  • Lab 20 - Integrating Cisco WebEx Contact Center with Microsoft Dynamic 365 CRM
  • Lab 21 - Configure Webex Contact Center Queue Overflow with Cascading Teams and Skill Relaxation
  • Lab 22 - Using WebEx CC HTTP Request Response Code To Validate API Request
  • Lab 23 - Integrating WebEx CC via HTTP API with Amazon AWS Lambda and DynamoDB
  • Lab 24 - Formatting WebEx CC Varilable Data with Pebble Template - Abbreviate
  • Lab 25 - Formatting WebEx CC Varilable Data with Pebble Template - Date and Time
  • Lab 26 - Formatting WebEx CC Varilable Data with Pebble Template - Slicing Phone Number