Telephony and Contact Centre Training

One of the most important stages of any deployment is the end-user experience.  For many users, the deployment of a new solution is a major change in how they need to communicate with colleagues, suppliers and customers.

We believe for businesses to obtain the maximum benefit and return on investment, users need to have both knowledge of the features available and be able and willing to use those features effectively.

Training Solutions

Our team are experienced telephony and contact centre trainers and are therefore able to train on any solution.  This flexibility is particularly useful for businesses and suppliers with customised or in house solutions.

However, we have solid experience in the following products and in the majority of cases supporting documentation is available.

Unified Communications / VoIP solutions

  • Gamma Horizon
  • Microsoft Skype for Business (application and SIP handsets)
  • Microsoft Teams
  • Alcatel Lucent Enterprise (OXE)
  • Alcatel Lucent Omni Office (OXO)
  • Avaya
  • Mitel

Contact Centre Solutions

  • Geomant Contact Expert
  • Enghouse EICC
  • Avaya ACCS
  • Mitel
  • Alcatel Lucent Contact Centre

Cloud9 Business Services offer a variety of training styles and tools to meet the learning needs of end-users.

 

Training Delivery

Training can be delivered in a variety of ways and it is possible to use one, several or all methods in order to suit different needs and learning styles.  Our experienced team can discuss the recommended combination of delivery.

Training Methods include:

  • Hands on practical training in a classroom style environment
  • Lecture theatre / Large audience delivery via live demonstration
  • Lecture theatre / Large audience delivery via PowerPoint presentations
  • Train the Trainer in a classroom environment
  • Bite size videos

Supporting Documentation may include:

  • Customised Quick reference product User Guides
  • Customised product User Manuals
  • Vendor User guides and manuals
  • Customised / purpose written New Starter manuals (particularly useful in contact centre environments)

Training can be delivered either pre and post go live and should be supported with a knowledgeable team available on go live days for floor walking activities.