CiscoProfessional
Administering Cisco Contact Center Enterprise
CCEA · 4 days
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CiscoProfessional2 daysUpdated: July 2026
CCECE Training for Your Team — Implementing Cisco Contact Center Enterprise Chat and Email
Sooner or later the business asks the contact center to answer more than the phone — a chat widget on the website, a shared inbox that has quietly become a support channel, an omnichannel line in next year’s strategy deck. Bolting those channels on carelessly produces the familiar result: chats routed to whoever is free, email backlogs nobody owns, and agents alt-tabbing between disconnected tools. CCECE (Implementing Cisco Contact Center Enterprise Chat and Email) covers doing it properly — digital channels connected to the same CCE routing intelligence as voice, with queues, skills and agent workflows designed rather than improvised.
The course assumes CCEA-level administration skills and is usually booked as part of a channel-expansion project, when the platform team wants the launch to be an implementation rather than an experiment.
We organize delivery through authorized partners and vetted instructors — live online in your time zone, on site, or as a private group working from your own channel design.
Who this course is for
- CCE administrators asked to add digital channels to a voice platform
- Contact center engineers running chat and email queues in production
- Platform teams executing an omnichannel roadmap on CCE
- Integrators delivering digital-channel projects for CCE clients
What your team will learn
Topic areas below are grouped in our own words. The full official agenda is available on request — it comes from the authorized partner as part of your quote.
- Adding chat and email queues alongside voice — one routing brain, more channels
- Getting digital contacts to the right agents with the skills they actually have
- Agent workflows for juggling conversations that do not end when the call would
- Email queues where the SLA is measured in hours and backlogs hide easily
- Administration and day-two care of the chat and email platform
- Deciding what to automate and what a human should still answer
Key facts
| Duration | 2 days |
|---|---|
| Level | Professional |
| Prerequisites | Working Contact Center Enterprise administration knowledge (CCEA level) |
| Formats | Live online (VILT), On-site at your location, Private group, Seats in scheduled groups |
| Languages | English + local-language instructors on request |
Formats and how we organize it
- Live online (VILT)
- On-site at your location
- Private group
- Seats in scheduled groups
One request → three options
Fill in the form below — it takes a couple of minutes. Within 5 business days you compare 2–3 concrete offers — provider, instructor, dates, price below the public list. We contract and administer the delivery end to end. Details:how we work and vendor training.
CCECE vs alternatives: which to choose
Factual criteria only — level, duration, audience and certification. The right choice depends on your team's starting point and stack.
Cisco CCEA (Administering CCE)
The prerequisite: core CCE administration — agents, skill groups, routing scripts. CCECE assumes that fluency and applies it to chat and email, so administrators new to the platform should take CCEA first.
Cisco CCEAA (Administering Advanced CCE)
The advanced voice course: routing design and self-service applications. Choose CCEAA when the priority is deeper voice automation; CCECE when it is channel expansion. Roadmaps that promise "omnichannel with smart IVR" eventually need both.
A custom intensive
Launching chat and email as one defined project? A custom 1–2 day program on our materials can walk your team through your own channel design — queues, routing, agent workflows, reporting — instead of a generic scenario.
Need only part of CCECE?
If your team needs a subset of this program — or a mix of topics from several courses — we build a custom 2–4 day intensive on our own materials, shaped by your infrastructure. One custom program typically replaces 2–3 catalog courses.
Explore custom coursesCCECE: frequently asked questions
What does CCECE actually cover?
Implementing and administering chat and email channels on a Contact Center Enterprise platform: connecting the digital channels to CCE routing, building queues, configuring agent handling workflows, and operating the result day to day alongside the existing voice traffic.
Do attendees need voice CCE experience first?
Yes — CCEA-level administration is assumed. Digital channels reuse the same routing concepts, agent model and administrative tooling as voice, and the course builds on that fluency rather than re-teaching it for each channel.
How is routing email different from routing calls?
Mostly in time scale and concurrency: emails queue for hours, agents handle several contacts at once, and backlogs accumulate quietly instead of ringing. The course covers how CCE models those differences so service levels stay visible and enforceable.
Can agents handle voice and digital contacts together after this?
That is the operating model the course prepares for: blended agents whose voice, chat and email work is balanced by the platform rather than by supervisors juggling spreadsheets. Attendees configure the routing and desktop behavior that makes blending workable.
How do we organize CCECE training?
Fill in the request form on this page — team size, format, timing. Within 5 business days you receive 2–3 options from authorized partners with vetted instructors, dates and prices below public lists.
Request 2–3 CCECE training options — quotes within 5 business days
No commitment — describe the task and we come back with concrete options, dates and prices.
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