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CentreVu Advocate Training - Design and Implementation (Instructor-led training)Description:A five-day instructor-led course designed and tested as a cornerstone course for a technical support certification process for CRM Professional Services (PSO) Consultants. Participants learn the features and functionality of the solution, including R9 enhancements, and design an Advocate solution using case studies and Avaya design tools. A key component of the course is hands-on practice with the proprietary CentreVu Advocate/Virtual Routing simulator tool used for designing CentreVu Advocate solutions. Audience:CRM Professional Services Consultants and technical support associates responsible for design and implementation of complex contact center solutions. Need:The organization declared a breakdown in the customer solutions design and delivery process. Training and certification, along with a new quality assurance program, were requested to ensure that associates possessed the prerequisite knowledge and skills required to effectively design and implement solutions to meet customers’ business objectives. Deliverables:Instructor and participant guides, course pre-work, a course map for instructors, case studies, PowerPoint slides, exercises, Excel spreadsheets, exams, a handbook and MS Word templates for preparing customer reports, and a step-by-step user guide for the simulator software tool. This training is the first formal courseware to be provided for this important product solution. |
mission • team • design approach • experience • contact us
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