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Cisco Technology Support Services - Mentoring

Housley Instructors have over 12 years in-depth knowledge and proven experience in Cisco Contact Centre technologies, and we offer a range of support services to customer end-users and Cisco’s Channel Partners.

// Cisco Contact Centre Technologies:

  • UCCX: Unified Contact Centre Express
  • UCCE: Unified Contact Centre Enterprise
  • CVP: Customer Voice Portal

Housley can provide mentoring services to assist your staff bridge the gap between classroom training and onsite, real world deployments. This could mean providing professional advice to identify, analyse and recommend tailored training solutions to meet your specific deployment requirements, or to work directly alongside your personnel during critical Contact Centre projects.  Our services include:

  • One on one / or one to team mentoring
  • Onsite support
  • Cutover support
  • Scripting and reporting to create / replicate / enhance critical Contact Centre processes
  • Project personnel to supplement existing team

// Case Study

An enterprise client who had taken delivery of a Cisco Unified Contact Centre Express (UCCX) solution – was looking for training of their onsite administration staff.  The organisation had a services contract with a Cisco partner – who had sold and deployed the solution, and would be providing ongoing support at all levels.  However, the onsite company administrator was not confident with the level of knowledge he had of the system, and of the day-to-day questions he might be called on to answer from Contact Centre management and senior staff.  Likewise, as a completely new Contact Centre technology to work with, senior staff were unsure of how the solution would work for agents and their own roles at the “go-live” date. 

Recognising this, Housley was called in by the partner and end customer to assist.  Prior to the “go-live” date, the Housley Consultant / Instructor attended the site and spent 2 days with the Administrator and some key stakeholders, giving an overview of how their UCCX worked and how it fits into the organisation, key features and day-to-day functioning in the Contact Centre.  For the Administrator, one-on-one time was spent working through multiple menus, demonstrating features, understanding some basics around scripts, and some base-level troubleshooting, so that quick or minor issues could be solved on the spot without needing to refer to the Integrator.  For the Administrator and staff involved with reporting, a session was spent on accessing and using reporting options.  As a result, both the Administrator and Contact Centre staff felt more confident using the newly installed Cisco technology, and were able to effectively use the system from day 1.  For the partner, who didn’t feel suited to the training task, their job at go-live was made far easier by having the customer ready to work with the new solution, with the “go-live” itself being a much smoother and less nervous experience for all involved.


Call us on +61 2 9954 4055 to discuss your requirements, or write to us at

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// train

Cisco Advanced Technology class schedules and outlines

// consult

Need a pair of experienced hands on your Deployment?

// mentor

Need help working alongside your System Admin or Engineer?

// student testimonials

  • Chris is the best instructor I have seen in 25 years in Cisco IT - ACI Student, Sydney
  • Tony Condran is a fantastic instructor, his deep knowledge and teaching methods provide one of the best course experience I have had - ACI Student, Canberra
  • Materials and Instructor Chris Welsh was outstanding - ACI Student, Brisbane
  • Thorough overview of ACI. Look forward to attending another course with Tony Condran as he was very knowledgeable and a good instructor-ACI Student
  • Chris Welsh was excellent, he's style of teaching is a talent which shines when explaining complex scenarios - ACI Student, Sydney
  • In the 25 years I have been in the IT industry, I wouldn't hesitate in saying Tony Condran was the best instructor I have encountered. -ACI SE Student
  • Extremely impressed with the delivery of the course and the content. Chris was very knowledge full and I really enjoyed the class. - DCAC9K Student, Sydney
  • Hasan Jafri is awesome. Expert training, labs & troubleshooting. Master of his field. He was very professional, patient and subject matter expert. - DUCCE India
  • Best Cisco course I have attended. Peter Gale was exceptional. - UCCXD attendee
  • Greg is knowledgable and has extensive experience in telephony and contact centre solutions. - CVPI student
  • Peter delivered the content in a very enthusiastic manner. It was a pleasure attending his class. - DUCCE participant
  • Great instructor. Will happily attend courses trained by Greg. - DUIC attendee
  • Greg has a wealth of knowledge and shares it very well. I am very enthusiastic about Greg's teaching style and would recommend him to future students of this course. - AUCCE student
  • DCAC9K is a great course and Chris is a great instructor - DCAC9K Student in Sydney
  • Housley did a great job at tailoring this course to meet my individual requirements. - DCNX1K attendee
  • The Housley instructor made training more enjoyable by providing real scenarios and examples. - DCUCI participant
  • Very good instructor and very knowledgeable not only in current version but also in previous versions. - DCUCI attendee
  • Great instructor, energetic and knowledgeable. - DCUFI student

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