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Atos Unify OpenScape Contact Center Basics for Pre-Sales and Consulting (OCCBAS1SVC)

Brief Description

This course is the entry course of the consultant curriculum for Atos Unify OpenScape Contact Center. The contents of the course beneath others are the functionality of the Atos Unify OpenScape Contact Center Routing Engine. Basic concepts for the understanding of package Enterprise are discussed and thus enable the students to attend the corresponding follow up course. Besides the basic functionality the course also covers customer benefits and sales argumentation. Prerequsistes are basic knowledge of Atos Unify OpenScape 4000 and/or Atos Unify OpenScape Voice and knowledge about Customer Care Applications.

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Description

Contact Center basics
Overview of the Atos Unify OpenScape Contact Center Portfolio and its positioning
Basic concepts of Atos Unify OpenScape Contact Center
Overview Enterprise licensing concepts
Manager Application (Admin-, Broadcast-, Report-, Design- and Telephony- Center)
Client Applications via Java and Web
Concepts Voice- Callback- and Email-Routing
Application Server Deployment and Single-Sign-On
Overview Reporting
Overview Interfaces (LDAP, IVR-API, VoiceXML, Screen Pop API and SDK)
Security Concepts (Backup, Firewall, Security Policies)
Upgrade / Migration concepts for existing systems

Objectives

knows the basic concepts and applications of a Contact Center Solution
gets an overview of features and packages of Atos Unify OpenScape Contact Center and its positioning
knows customer benefits and the corresponding argumentation for the sales process

Prerequisites

Basic knowledge of Atos Unify OpenScape 4000 and/or Atos Unify OpenScape Voice
Basic knowledge of customer care applications/solutions

Notice

This course provides common basics for the understanding of the package Enterprise which are required to participate the follow up course module Atos Unify OpenScape Contact Center Enterprise for Solution Architects (OCCENTPSVC).