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Design & Development Aheeva Education & Certification Services

Design & Development Aheeva Education & Certification Services. Agenda. Course Introduction. Design & Development Provides advanced training necessary to become an Aheeva Certified Integrator Is objective-based training Is interactive Is hands-on Is challenging

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Design & Development Aheeva Education & Certification Services

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  1. Design & DevelopmentAheeva Education & Certification Services

  2. Agenda

  3. Course Introduction • Design & Development • Provides advanced training necessary to become an Aheeva Certified Integrator • Is objective-based training • Is interactive • Is hands-on • Is challenging • Is targeted at making you successful with your customers!

  4. Course Objectives • Upon completion of this course, you will be able to • Ask the questions needed to understand any customer’s business sufficiently to use the Aheeva Contact Center Suite to maximum advantage in solving their business problems • Design sophisticated, enterprise scale and quality solutions based on the Aheeva Contact Center Suite • Build telephony-aware business applications using Aheeva’s Custom Server • Design and implement complex, multi-site, business rules-driven routing strategies and integrate these with end-user business applications

  5. Course Materials • Welcome Package • Course Presentations in a Binder • Documentation CD • Aheeva Contact Center Suite CD on the last day of the course • Reading Assignments

  6. Course Focus • This course is about installing, configuring and customizing call center solutions using the Aheeva Contact Center Suite • Business aspects are discussed, but the emphasis is technical • Geared toward the audience that needs to know about the Aheeva CCS product as a system

  7. Certified Aheeva Integrator • What does an integrator do? Ask and answer questions! • Analyze business requirements to determine scope and feasibility of project – what needs to be done and is it reasonable within the scope? • Design and recommend solutions using systems approach – how can it be done? • Plan and execute implementation of solution – how fast can it be done, and for how much? • Test, benchmark, evaluate and modify solution – does it work? (and fix if not!)

  8. Certified Aheeva Integrator • The integrator must understand how to work with all technological areas that impact call center design using Aheeva CCS • Databases, both Aheeva CCS-generated and customer-specific • Telephony systems (switches, IVRs, dialers, etc.) • Business application design and development • Networks – data and voice • Reporting systems – real time and historical

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