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Case Study: Cisco Contact Centre

Contact Centre

Case Study 1:  Cisco Contact Centre Portfolio – Customer Training

A Gold Partner of Cisco asked Housley to assist with the training of a major Banking customer in Asia, who, as part of a comprehensive technology replacement using Cisco products, requested customer Administration-level training covering the whole Contact Centre solution.

Housley planned with the customer and the partner, for a training programme conducted on the customer site, covering modified versions of the UCCE Bootcamp (AUCCE & DUCCE), together with CVPI, UEIME (Email Integration Manager), and DUIC (CUIC reporting).

Lab equipment was obtained from local suppliers, a classroom lab environment was set up by the Housley Instructor the day prior to commencement, and the training proceeded over several weeks for 8-10 students who were looking after the solution following go-live.


Case Study 2:  Cisco Contact Centre Portfolio – Partner Training

Cisco Advanced Services asked Housley to train a key Global Channel Partner in India on specialised Contact Centre topics, including CVPD (Application development in CVP), PPDIOO (Cisco’s project methodology), Advanced UCCE Scripting and Advanced UCCE Reporting classes, to complete final and specialised components of their ATP certification.

Housley had communication with the partner in advance, to discuss course content and make arrangements to update and modify some of the materials and labs to reflect latest software versions.  Having been delivering Cisco content since 2000, the Housley team are in a good position to work with the client to optimise the classroom outcomes.

The class was successfully delivered over a three week period at the partner site, including classroom review and assessment questions developed specially for this group.


Case Study 3:  Cisco Contact Centre Portfolio – Customer Training

A Gold Partner of Cisco in Australia asked Housley to work with their major Enterprise customer, following cutover  of the first of several new Cisco Contact Centre Implementations.  The programme of training was devised jointly with the partner and the customer, to complement the managed services being provided by the partner following the go-live.  The objective was to train the customer to be capable of supporting their own environment to the Level 1 / Level 2 stages, which reflected the customers desire to be not fully dependent on the partner for day-to-day requirements. 

After agreeing on the programme and its content, the UCCE and CVP training proceeded for the team of 6 administrators over a 5 day period at the Housley site in Sydney.  On completion of training, the customer’s administrators had a full understanding of the architecture and solution design, and were in a position to work on scripts and configuration in ICM and CVP, together with low level troubleshooting. 


Case Study 4:  Cisco Contact Centre Consulting

A Systems Integrator asked Housley to assist with their deployment of a Greenfield site with a Cisco solution, including a Cisco Unified Contact Centre Express (UCCX). The partner was working on completion of the broader deployment including the enterprise-wide LAN and the IP Telephony network.  During a project of tight timelines and critical milestones, there was insufficient capacity and capability to complete the Cisco UCCX deployment at the same time.  Given the mission-critical role of the Contact Centre in their client’s business, together with the complexities that Contact Centres often present, the partner called in Housley to assist. 

During stages of the project, a Housley Consultant came in for intervals of several days to assist in key areas where our expertise was most valued and when critical project milestones were approaching.  It was a smooth process for the partner, and to the end customer.  The Housley consultant was just another member of the Integrator team.  The partner deployment team had the added benefit of working alongside an experienced UCCX practitioner, so their skills were enhanced in the same process.  Housley was able to further assist in the training of agents and supervisors on the use of the new system in the run up to the “go-live” date.


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  • 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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