course guide - Cyara User Group

Transcription

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.
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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.
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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
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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
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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
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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
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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
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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.
Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours)
Pre-requisite Course(s) – Cyara 6 Platform Foundation (CP6FDN)
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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)
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
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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.
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.
Delivery (and Duration) – Instructor-Led/Virtual Classroom (1 day/6 hours);
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.
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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.
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.
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.
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.
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.
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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.
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

course guide - Cyara User Group

Transcription

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