Avaya Interaction Center Administration and Configuration Online Course

Avaya Interaction Center Administration Certification training is a professional certification program offered by Avaya that provides a comprehensive introduction to the features and capabilities of the Avaya Interaction Center product suite. This certification is designed to help IT professionals understand the concepts and technologies behind the Avaya Interaction Center and how to best use them to improve customer service.

• Understand the key features and capabilities of Avaya Interaction Center and how they can be used to improve contact center operations.
• Learn how to install, configure, and maintain Avaya Interaction Center, including how to perform basic troubleshooting and problem resolution.
• Develop proficiency in using the Avaya Interaction Center administration interface to manage users, groups, queues, campaigns, and other contact center elements.
• Gain knowledge of how to design and implement call flows and IVRs (Interactive Voice Response) to improve customer experience.
• Learn how to generate reports and analyze data to measure contact center performance and identify areas for improvement.

• Introduction to Avaya Interaction Center solution.
• Architecture and components of the solution.
• Configuration and administration of call routing.
• Management of agents and skill sets.
• Reporting and analysis of call data.

• Contact Center Administrator: As a contact center administrator, you will be responsible for managing and administering the Avaya Interaction Center solution. You will be responsible for configuring and maintaining the system, creating and managing user accounts, and providing support to end-users.
• Contact Center Supervisor: A contact center supervisor is responsible for managing a team of contact center agents. They oversee the daily operations of the contact center and ensure that agents are meeting performance targets.
• Contact Center Manager: As a contact center manager, you will be responsible for overseeing the overall performance of the contact center. You will be responsible for setting performance targets, monitoring key performance indicators, and implementing strategies to improve performance.
• Avaya Interaction Center Consultant: An Avaya Interaction Center consultant is responsible for providing expert advice and guidance on the Avaya Interaction Center solution. They work closely with clients to understand their requirements and develop solutions that meet their needs.

Avaya Interaction Center Administration Certification training is a specialized training program for professionals seeking to develop expertise in managing Avaya Interaction Center (IC), a contact center solution that enables organizations to provide personalized and efficient customer service across multiple channels. The technology industry is constantly evolving, and there is always a demand for professionals with the latest and most in-demand skills. In recent years, there has been a growing emphasis on the importance of customer experience, and contact centers have become a critical component of delivering exceptional customer service.

However, Avaya is a well-established company in the communications industry, and their products and certifications are recognized and sought after by many organizations. The Avaya Interaction Center Administration Certification focuses on the administration and management of Avaya's Interaction Center software, which is used for contact center operations. The demand for this certification training may vary depending on the specific industry, region, and job market. It's always recommended to research the job market and consult with industry professionals to gain insights on the demand for specific certifications.

Obtain the necessary hardware and software requirements: To practice the Avaya Interaction Center Administration Certification, you will need to have access to a computer with the necessary hardware and software requirements. You will also need to have access to the Avaya Interaction Center software. Familiarize yourself with the Avaya Interaction Center Administration Guide: This guide will provide you with an overview of the Avaya Interaction Center system and its components. You can find this guide on the Avaya website. Set up a lab environment: You can create a lab environment using virtualization software like VMware or VirtualBox. This will allow you to simulate a production environment for the Avaya Interaction Center.

• Avaya Interaction Center Administrator
• Avaya Contact Center Manager
• Avaya Implementation Engineer
• Avaya Solution Architect
• Avaya Technical Support Engineer
• Avaya System Administrator

• Installation and configuration of Avaya Interaction Center software and hardware.
• Managing users and groups in the system.
• Configuring and managing communication channels such as voice, email, chat, and social media.
• Creating and managing IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) routing scripts.
• Creating and managing reports to track system performance and usage.
• Troubleshooting and resolving system issues.

• Bank of America.
• Verizon.
• AT&T.
• Delta Airlines.
• American Express.
• Hilton Hotels.