Communications systems and services company Avaya has rolled out two new certification tracks to support its solutions: Voice Services Management (VSM) and Contact Center Management (CCM). Each track currently has two credentials, Associate and Specialist, which verify different degrees of expertise. The expert level is slated for release sometime next year, said Dan Gorski, global director of learning at Avaya.
“We’ve been doing certifications in the technical arena for implementing, designing and maintaining our products for some time,” he said. “The entire program is designed to run in a three-layer model. The base level is the ACA, the Avaya Certified Associate; the mid-level is the ACS, the Avaya Certified Specialist; the top level is the Expert, or ACE. Those levels are typically available today across our technical certifications. In this case, we’ve just announced the first two levels so far.”
The ACA level is focused more on the technology side, Gorski said. Although the ACA-VSM deals with Avaya’s IP telephony products and the ACA-CCM covers the company’s CRM product line, both require successful completion of the same Communications Networking exam or the Telecommunications Industry Association’s (TIA) Convergence Technologies Professional (CTP) exam. In addition, the ACA-VSM entails a Voice Services Management curriculum assessment, and the ACA-CCM involves a Contact Center Management curriculum assessment.
The mid-level ACS credentials address the management side of these areas, Gorski said. Because the program takes a building-block approach to career development, an ACA in the VSM or CCM tracks is required before obtaining…
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