course guide - Cyara User Group
Transcription
course guide - Cyara User Group
2015-16 COURSE GUIDE WELCOME TO CYARA ACADEMY We’re embarking on a new Education and Training initiative using industry-leading expertise. Our objective is to help you become an expert on Cyara’s market-leading Platform. Our training content extends way beyond textbook training. We are combining our course content with our field experiences gained from working with Cyara customers. Our objective is to put you into our Professional Services shoes and provide you with real-world examples and industry-leading knowledge. The Cyara Academy Course Guide offers complete flexibility. You can choose courses by testing solution or by contact center role. We’re here to help you make the most of your experience with Cyara. Search through our suggested course paths in this Guide to determine how to maximize your Cyara experience. 2 cyara.com/training Table of Contents Welcome to Cyara Academy.................................................................................................. 2 Background Information...........................................................................................................4 Delivery Mechanisms...........................................................................................................4 Training Paths......................................................................................................................... 5 Certification @ Cyara Academy..................................................................................... 5 Suggested Course Paths by Solution....................................................................... 6-7 Suggested Cource Paths by Role...............................................................................8-9 COURSE SUMMARIES Cyara Platform......................................................................................................................10 IVR Testing..............................................................................................................................12 Contact Center Testing......................................................................................................12 Platform Monitoring............................................................................................................13 Web Integration................................................................................................................... 14 General Courses.................................................................................................................. 14 Background Information DELIVERY MECHANISMS Cyara offers a variety of course delivery options to accommodate what works best for you and your organization. These options are listed below. Instructor-Led Training Using industry-leading instructors, our courses will be based out of our brand new training facility in Melbourne, Australia, as well as other facilities throughout the world. All classrooms have comprehensive access to our Platform, and our courses allow for plenty of time to get valuable handson experience. Virtual Classrooms Using the same industry-leading instructors, we will provide the same course content as at Cyara HQ, but without the cost of travel-related expenses. This may be the best options for remote teams or dispersed resources. Note that due to the hands-on demands of some courses, not every course can be offered in a virtual classroom. Onsite Training Onsite, instructor-led training can be organized for large groups as a cost-effective option. Courses can follow standard content or can be customized to your specific training needs. Video on-Demand Course content delivered via video will be coming soon to the Cyara Academy. A subscription-based option will enable access to our current and rapidly increasing video content. Please refer to our website for more details. If you have further questions about which training option might work best for you, or if you would like us to design a custom program for your company, please contact us via our website. 4 cyara.com/training TRAINING PATHS Cyara offers a variety of courses that can can be taken individually or grouped as a training path, either by testing solution or by industry role. We have provided some suggested training paths in this Course Guide. If you would like help with creating a detailed learning plan for yourself or your organization, please contact us via our website. Solutions include: Cyara Platform, IVR Testing, Contact Center Testing, Platform Monitoring, and Web Interaction. Roles include: IVR application testing resources, Contact Center domain experts, Business Analysts, Operations engineers, Systems Administrators, Technical Consultants, and Project Managers. Some courses will have pre-requisite course attendance. This will be highlighted in the course details where applicable. CERTIFICATION @ CYARA ACADEMY In 2016, we will be offering a certification program to provide industry-standard recognition. We will be offering a Cyara Certified Test Specialist and Cyara Certified Professional as part of our program. We will provide more details on the program on our website closer to the release date. Any courses completed prior to the start of the program will be credited towards completing the certifications. cyara.com/training 5 SUGGESTED COURSE PATHS BY SOLUTION Cyara Platform Cyara 6 Platform Foundation CP6FDN Cyara 6 Platform Administration CP6ADM Cyara 6 Platform Deployments I CP6DPT1 Cyara 6 Platform Deployments II CP6DPT2 2 days / 12 hours 1 day / 6 hours 3 days / 18 hours 3 days / 18 hours IVR Testing IVR6FDN IVR Crawler IVR6CRW 1 day / 6 hours 1 day / 6 hours IVR Testing Cyara 6 Platform Foundation CP6FDN 2 days / 12 hours Virtual Agent CTI6USR Cyara Integration INT6USR 1 day / 6 hours 1 day / 6 hours Contact Center Platform Testing Cyara 6 Platform Foundation CP6FDN CC Platform Testing CX6FDN 2 days / 12 hours 1 day / 6 hours Virtual Agent CTI6USR Voice Quality Testing VQ6USR 1 day / 6 hours 6 cyara.com/training 1 day / 6 hours Outbound Testing CX60BD Chat Testing WEB6CHT 1 day / 6 hours 1 day / 6 hours Platform Monitoring Cyara 6 Platform Foundation CP6FDN Platform Monitoring PM6FDN 2 days / 12 hours 1 day / 6 hours Virtual Agent CTI6USR 1 day / 6 hours Voice Quality Testing VQ6USR 1 day / 6 hours Web Interaction Cyara 6 Platform Foundation CP6FDN 2 days / 12 hours Chat Testing WEB6CHT 1 day / 6 hours cyara.com/training 7 SUGGESTED COURSE PATHS BY ROLE Functional Testing Resource Cyara 6 Platform Foundation CP6FDN IVR Testing IVR6FDN IVR Crawler IVR6CRW 1 day / 6 hours 1 day / 6 hours Virtual Agent CTI6USR Cyara Integration INT6USR Chat Testing WEB6CHT 1 day / 6 hours 1 day / 6 hours 1 day / 6 hours IVR Testing IVR6FDN Chat Testing WEB6CHT 1 day / 6 hours 1 day / 6 hours Cyara 6 Platform Foundation CP6FDN CC Platform Testing CX6FDN Outbound Testing CX60BD Chat Testing WEB6CHT 2 days / 12 hours 1 day / 6 hours 1 day / 6 hours 1 day / 6 hours Virtual Agent CTI6USR Voice Quality Testing VQ6USR Virtual Agent CTI6USR Voice Quality Testing VQ6USR 2 days / 12 hours Business Analyst — UAT Resource Cyara 6 Platform Foundation CP6FDN 2 days / 12 hours Contact Center Testing Resource 1 day / 6 hours 1 day / 6 hours Operations Resource 8 Cyara 6 Platform Foundation CP6FDN CC Platform Testing CX6FDN 2 days / 12 hours 1 day / 6 hours cyara.com/training 1 day / 6 hours 1 day / 6 hours Administrator Cyara 6 Platform Foundation CP6FDN Cyara 6 Platform Administration CP6ADM Cyara 6 Platform Deployments I CP6DPT1 Cyara 6 Platform Deployments II CP6DPT2 2 days / 12 hours 1 day / 6 hours 3 days / 18 hours 3 days / 18 hours Virtual Agent CTI6USR Cyara Integration INT6USR 1 day / 6 hours 1 day / 6 hours Voice Quality Testing VQ6USR 1 day / 6 hours Testing Consultant Cyara 6 Platform Foundation CP6FDN Cyara 6 Platform Administration CP6ADM 2 days / 12 hours 1 day / 6 hours CC Platform Testing CX6FDN IVR Testing IVR6FDN IVR Crawler IVR6CRW 1 day / 6 hours 1 day / 6 hours Outbound Testing CX60BD Chat Testing WEB6CHT 1 day / 6 hours 1 day / 6 hours Platform Monitoring PM6FDN Virtual Agent CTI6USR Cyara Integration INT6USR 1 day / 6 hours 1 day / 6 hours Voice Quality Testing VQ6USR 1 day / 6 hours 1 day / 6 hours 1 day / 6 hours cyara.com/training 9 Course Summaries The following information provides a summary of each course, including course descriptions, target audiences, available delivery mechanisms, and pre-requisites (where applicable). Courses denoted with an asterisk (*) are anticipated to be available in early 2016. CYARA PLATFORM Cyara 6 Platform Foundation (Course Code: CP6FDN) The Cyara 6 Platform Foundation provides students with a general introduction to contact centers and software testing. The Cyara Platform and its products are explained in relation to customer experience testing. The course then focuses on creation of a Cyara Test Case, including plenty of time for handson experience. Modules include creating and validating a Cyara Test Case, the use of Cyara Prompt Analyzer, viewing sound wave files using audio editing tools, and Test Case management. Target Audience – Technical and non-technical persons interested in understanding the basis behind and basics of the Cyara 6 Platform. Delivery (and Duration) – Instructor-Led/Virtual Classroom (2 days/12 hours) Video on-Demand: TBD Pre-requisite Course(s) – Basic Microsoft Windows navigation and Web Browser operating skills. Note: Attendance of this course is mandatory for all other Cyara technical courses. Cyara 6 Platform Administration (CP6ADM) The Cyara 6 Platform Administration course focuses on the Cyara Web Portal itself, providing insight into how best to configure the Platform for your environment. Students will be able to learn how to fully administer the Web Portal and become the single point of contact for their company. Topics covered include: Cyara Accounts and Plans, Users, Email/SMS configuration; introduction to basic Cyara Platform architecture; and backup strategies and preventative maintenance. Note: The deployment/upgrade of Cyara software is delivered in a separate course. Target Audience – Technical and non-technical persons interested in understanding the basis behind and basics of the Cyara 6 Platform. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) 10 cyara.com/training Cyara 6 Platform Deployments – I (CP6DPT1)* The Cyara 6 Platform Deployments – I course focuses on how to successfully deploy a standalone Cyara Platform. The course will identify the list of environment pre-requisites needed prior to any software builds, installation and testing of your Platform, including high-level information needed to integrate to other platforms such as media gateways. Platform software upgrades will also be covered in this course. Topics covered include: Platform build architecture/design consideration and pre-requisites, software installation and product configurations and Platform integration and testing; Cyara Accounts and Plans, Users, Email/SMS configuration; and Platform upgrades, backup strategies, and preventative maintenance. Target Audience – Technical persons that would be responsible for deploying and/or maintaining a Cyara Platform. Delivery (and Duration) – Instructor-Led (3 days/18 hours) Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) Cyara 6 Platform Deployments – II (CP6DPT2)* The Cyara 6 Platform Deployments – II course continues from the initial deployments course, introducing advanced techniques including designing and implementing endpoint servers for bi-directional voice quality analysis and Virtual Agent server integration into CTI solutions. Topics covered include: Platform build architecture/design for endpointing and CTI integration; planning and pre-requisites such as software installation and product configurations; and Platform integration and testing. The course also includes troubleshooting techniques. Target Audience – Technical persons that would be responsible for deploying and/or maintaining a Cyara Platform. Delivery (and Duration) – Instructor-Led (3 days/18 hours) Pre-requisites Course(s) – Cyara 6 Platform Foundation (CP6FDN); Cyara 6 Platform Deployments – 1 (CP6DPT1) cyara.com/training 11 IVR TESTING IVR Testing (IVR6FDN) The IVR Testing course initially looks at the concepts behind testing an IVR application, including requirements gathering and mapping of requirements into Cyara Test Cases. Integration of Cyara Test Cases and test results into HP QC/ALM is also covered. Other topics covered include: Functional Testing strategies, including planning and execution using Cyara Replay; campaign management; and defect management integration and reporting. Target Audience – Technical and non-technical persons interested in understanding the basis behind and basics of the Cyara 6 Platform. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) IVR Crawler (IVR6CRW)* The IVR Crawler course initially looks at the concepts behind mapping an IVR application using Cyara Crawler, including configuration, campaign execution and customization. Other topics include Crawler output mechanisms. Target Audience – Technical and non-technical persons interested in understanding the basis behind and basics of the Cyara 6 Platform. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours); Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) CONTACT CENTER PLATFORM TESTING Contact Center Platform Testing (CC6FDN) The Platform Testing course covers potential strategies testing a Contact Center platform, including taking business requirements to formulate the test plan. Other topics covered include: Planning and execution of non-functional tests using Cyara Cruncher Campaigns, and reporting and analysis of Campaigns. Target Audience – Primarily aimed at Contact Center domain subject matter experts but is also relevant to any other technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) 12 cyara.com/training Outbound Voice Testing (CC6OBD) The Outbound Voice Testing course looks at how Cyara can be used to assist companies who engage customers via Outbound calling campaigns. Learn how to use Cyara to test and tune Outbound Dialling platforms via Test Cases that can emulate real-world scenarios. Learn how to measure key compliance metrics (e.g. connection time to agent) to ensure your platform is performing within industry regulations. Learn how Cyara Outbound Voice can assist in training new employees on Outbound Campaigns before they are placed into a production (live) environment with real customers. Learn how Cyara Outbound Voice can also be used in emulated voice call-back scenarios. Topics covered include: Creation and validation of typical Outbound-specific Test Cases; planning and execution of Outbound Voice Campaigns to interact with Dialer platforms; Reporting and analysis of Outbound Campaigns; agent training using Cyara Outbound Voice; and Voice Call-back testing using Cyara Outbound Voice. Target Audience – Primarily aimed at Contact Center resources, Supervisors and Managers as well as Operations subject matter experts, but is also relevant to any other technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) PLATFORM MONITORING Platform Monitoring (PM6FDN) The Platform Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara, improvements can be identified earlier and applied proactively to achieve enhanced operation and lifecycle management. Learn how to use best practice to proactively monitor production calls and minimize any negative customer experiences. Learn how to set Campaigns to proactively test telephony infrastructure and ensure calls are being routed correctly. Learn how to create and use simplified product verification testing (PVT) and reduce overall system outage time. Topics covered include: Planning and execution of platform monitoring tests using Cyara Pulse Campaigns, including proactive monitoring, production verification testing, reporting and alert notifications. Target Audience – Primarily aimed at Operations subject matter experts but is also relevant to any technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) cyara.com/training 13 WEB INTERACTION Chat Testing (CC6CHT)* The Chat Testing course focuses on both the setup and execution of customer-side and agent chat solutions. Topics covered include: Integration into supported CTI platforms, the creation of emulated agents and behaviors (i.e. activities the agent performs once they have answered a WebChat request), setup and execution of Chat Campaigns, and reporting analysis. Target Audience – Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) GENERAL COURSES Virtual Agent (CTI6USR) The Virtual Agent course focuses on the Cyara Virtual Agent product (formerly known as Contact Center Module or ‘CCM’). Topics covered include: Integration into supported CTI platforms, the creation of emulated agents and behaviors (i.e. activities the agent performs once they have answered a call), setup and execution of Virtual Agent Campaigns, and reporting and analysis. Target Audience – Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN); IVR Testing (IVR6FDN) OR CC Platform Testing (CC6FDN) OR Platform Monitoring (PM6FDN) Voice Quality Testing (VQ6USR)* The Voice Quality Testing course focuses on the advanced techniques of setting up Test Cases for uniand bi-directional voice quality testing. Testing using Mean Opinion Scores (MOS) is also covered, along with the setup and use of Cyara’s Audio Generation Devices. Topics covered include: MOS testing, endpointing planning and Test Case creation, Campaign execution, reporting and analysis; AGD installation and basic configuration; Test Case creation, execution, and analysis; and AGD troubleshooting. Target Audience – Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) 14 cyara.com/training Cyara Integration (INT6USR)* The Cyara Integration course focuses on different ways the Cyara Platform can be utilized with other third-party products using the Cyara API, so that campaigns can be executed from third-party scripts. Using web services to recall information into a data driven Test Case is also demonstrated. Topics covered include: Scripting using the Cyara API, and advanced data driven Test Cases using web service calls. Target Audience – Primarily aimed at Operations subject matter experts but is also relevant to any technical resource. Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours) Video on-Demand: TBD Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN) MORE INFORMATION For more information or to keep updated on course release dates, public schedules, certification offerings or general news regarding the Cyara Academy, visit our website at www.cyara.com/training or contact us via [email protected]. ABOUT CYARA Cyara is the global market-leading provider of an omni-channel customer experience testing and monitoring platform and was recently named a Gartner Cool Vendor in CRM Customer Service and Customer Support, 2015. Cyara enables its customers to rapidly innovate while dramatically reducing the cost of development and testing and the risk of exposing their customers to poor customer experiences. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world utilizing the Cyara Platform. www.cyara.com United States: 1 Sansome Street, Suite 3500, San Francisco, CA 94104 | +1 415 946-8861 United Kingdom: Dashwood House, Level 17, 69 Old Broad Street, London, EC2M 1QS, UK | +44 20 7566 4170 Australia (HQ): 1 Cook Street, Level 1, Hawthorn, VIC 3122, Australia | +61 3 9093 0815 Cyara and the Cyara logo are trademarks or registered trademarks of Cyara Solutions, Pty Ltd. or its affiliates in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners. © 2015 Cyara. All rights reserved. CourseCat 10.2015 v1