Cloud PBX & Contact Center (CCaaS)

The phone system became a cloud subscription — and on top of it sits the contact center, where businesses meet their customers. This intermediate course takes you from cloud PBX (UCaaS) to a full omnichannel contact center (CCaaS). In five visual, example-rich modules you’ll learn UCaaS vs on-prem PBX and core features; inbound routing with IVR and ACD (round-robin, longest-idle, skills-based); what turns a call queue into a contact center; omnichannel routing and CRM screen-pop; and the metrics (Service Level, ASA, AHT, CSAT, occupancy) and staffing (Erlang C, WFM) that run the operation — finishing with real design and troubleshooting case studies.

Grounded in standard contact-center practice and reinforced with diagrams, comparison tables, quizzes and case studies. Recommended: the GVIT Network Design for Voice course first — cloud voice rides on the network. You will be able to: scope a UCaaS migration · design IVR/ACD routing · plan an omnichannel CCaaS with CRM · read & balance the core KPIs · and size staffing with Erlang/WFM.