Cisco Unveils IPCC Express Specialist Certification

Cisco Systems has added a credential for its IP Contact Center (IPCC) Express Edition to the Specialist level of its certification program. The IP Contact Center Express Specialist certification, which was launched on March 29, is the seventh IP telephony credential to be offered by Cisco. To attain the IP Contact Center Express Specialist certification, candidates must have an active Cisco Certified Network Associate (CCNA) certification and pass an additional exam.

“We can’t always have all of the numerous products and technologies covered under a general certification or professional track,” said Ray Garra, development manager for IP telephony at Cisco. “Cisco’s qualified specialist certification programs are those unique and more focused product or technology certifications that usually can be complimentary or be subsets of a professional-level certification. In the IPC curriculum, we have CCVP, which was recently launched. That actually has several pieces of the Cisco Qualified Specialist in IP telephony.”

“This is for anyone who is going to be responsible for the installation and support of the IPCC Express product,” said Charles Smith, program manager for Cisco Contact Center and IPCC product platforms. “In the case of installation, oftentimes it’s the field engineer who’s responsible for that. In the case of ongoing support, it’s quite often system engineers and IT professionals who help manage the call centers from a technical standpoint.”

The product itself combines automatic call distributor (ACD), interactive voice response (IVR) services and computer telephony integration (CTI) functions on a single platform, said…



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