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Course Schedule
| Date | Time | Price | Options |
|---|---|---|---|
| 05/04/2026 | 09:00 AM - 05:00 PM CT | 3,995.00 | |
| 03/23/2026 | 09:00 AM - 05:00 PM CT | 3,995.00 | |
| 06/15/2026 | 09:00 AM - 05:00 PM CT | 3,995.00 |
Overview
Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment.
Audience Profile
Digital Platform Architects
Voice System Engineers
DevOps teams
Operations managers
Contact Center solution and training specialists
Support/Quality teams
Webex Partner systems engineers
Anyone with Day-2 responsibilities for Webex Contact Center
At Course Completion
Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. The students should gain proficiency in the following:
Understand the Integration of Google Dialogflow with Webex Contact Center: Learn how to integrate and utilize Google Dialogflow for enhanced customer interaction and automated responses in the Webex Contact Center.
Mastering Webex CC APIs: Gain in-depth knowledge about Webex CC APIs for customizing and enhancing the functionality of the Webex Contact Center.
Develop Skills in Advanced Voice Flow Design: Acquire the ability to design and implement complex call flows that cater to various customer interaction scenarios in the Webex Contact Center.
Customize Agent and Supervisor Interfaces: Learn techniques for customizing and optimizing the interfaces used by agents and supervisors in the Webex Contact Center for improved efficiency and usability.
Expertise in Webex Connect Flow Designer: Develop proficiency in using the Webex Connect Flow Designer to create and manage customer interaction flows.
Enhance Customer Experience through Advanced Routing Techniques: Understand and apply advanced routing techniques to direct customer interactions to the most appropriate agents or resources.
Implementing Effective Reporting and Analytics: Learn how to implement and utilize reporting and analytics features in Webex Contact Center for performance tracking and decision-making.
Outline
Topic: Google Dialogflow
Introduction to Dialogflow
Overview of Dialogflow and its capabilities
Understanding the role of AI in Dialogflow
Use cases and applications of virtual agents
Setting Up the Environment
Creating a Google Cloud account
Setting up a Dialogflow project
Overview of the Dialogflow console
Basic Concepts
Understanding Intents, Entities, and Contexts
Designing conversational flows
Training phrases and responses
Building a Basic Agent
Creating your first agent
Designing simple conversations
Testing the agent in the Dialogflow simulator
Managing Dialogflow Agents in WxCC
Deploying a Virtual Agent in WxCC
Integrating the Virtual Agent into the Flow
Advanced Dialogflow Features
Utilizing contexts for maintaining conversation state
Working with entities for dynamic user input
Implementing fulfillment using webhooks
Integrating with external APIs
Prerequisites
Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.
Learner should have taken AWXCC or CWCCE or have equivalent knowledge.
FAQ
What if I have to reschedule my class due to conflict?
Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.
How do I enroll for this class?
Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.
What happens once I purchase a class?
You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.
What is your late policy?
If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.
What happens when I finish my class?
You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.