Find a course

Which Contact Center learning track is right for you?

Contact Center Training

Sunset Learning Institute has played an integral part in developing and delivering Cisco Contact Center training for over 20 years. All SLI training is authorized Cisco curriculum that can be attended in a public, guaranteed-to-run class or in a custom/private format to fit your individual company needs.

Are you a Cisco Channel Partner?

See ATP Requirements and Bundles

Sunset Learning offers training classes for several types of contact center implementations. Just answer a few simple questions and we’ll direct you to the classes that best fit your needs.

Interactive Contact Center Training Finder

Please take a moment to watch the videos and review the training options closely as all platforms are very different.
Also, don’t forget to review the prerequisites before registering for class.

ContaCt Center
Express (CCX)

Cisco Unified Contact Center Express (UCCX) provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This on-premises omnichannel solution is ideal for formal and informal small to medium-size contact centers.

Training Options

Contact Center
Enterprise (CCE)

CCE helps you deliver proactive and personalized customer experiences for many thousands of agents and is targeted at mid to large Contact Center environments. Although UCCE and PCCE share the same architecture, there are differences in the way they are configured. Ensure you know which version of the product you are using before attending class – check out our videos for help!

Training Options

Webex Contact Center
(wxcc)

The Cisco ® Webex Contact Center is a unified, omnichannel contact center solution that is centrally managed and administered from the cloud to improve operational efficiency and reduce costs. Designed and built from its foundation as a cloud solution, Webex Contact Center brings your business innovation, flexibility, and the agility of the cloud with security and scalability.

Training Options

CCX & CCE Training Prerequisites

For those just beginning a Contact Center journey, enrollment in the following prerequisite courses is strongly recommended.

Contact Center Blogs

Customizing Agent/Supervisor Desktop in Webex Contact Center

By Mike Keutzer | 55 Min Video You will learn how to create a custom analyzer report and embed it into the agent/supervisor desktops by modifying the desktop layout JSON file. Desktop Layout Overview Teams, personas, CC Desktop, .json layout overview Personalize Desktop Layout Custom header/logo, Webex Chat, Screen Pop Add Reporting Widgets to Desktop Layout iFrame Widgets, Single/Multiple reports per page Watch more videos like this on our YouTube Channel.    Instructor Bio: Mike Keutzer has been involved in information systems for almost 30 years. His IT career started in the Marine Corps where he spent 8 years as a computer technician working on radar defense systems. He carried that experience to 20+ years of work in the private sector.

Read More »

What’s New with Compute in 2024: A Story of UCS X-Series and Intersight

By John Gardner | 40 Min Video The UCS X-series is more than just hardware; it’s a milestone in cloud and compute technology. This session is your gateway to understanding the evolution of UCS into the X-Series and the role of Cisco’s Intersight Dashboard in driving forward-thinking innovations in Automation and Orchestration. After watching, you’ll have a deeper understanding of how the ongoing advancements in this technology can enhance your professional career. Watch more videos like this on our YouTube Channel. Instructor Bio: As a specialist in the data center space, John provides consulting, implementation, and support for Cisco data center infrastructures. In addition to his CCSI, he holds CCNP certifications in the Cisco Data Center, Cloud and Service Provider spaces,

Read More »

Customizing UCCX Reports to Meet Your Business Goals

By Bruce Wilkinson | 60 Min Video Cisco Contact Center Express (CCX) Reporting for your team can be overwhelming. But we’ve got great news – we’ve developed a program that finally fits everyone’s needs. In this recorded webinar, we cover the four pillars of CCX Reporting: Navigating the product Understanding and navigating the reports Customizing reports Tailoring UCCX reports to your business goals We give you an overview of each topic and show you how we can help you get the UCCX reports you want.   Watch more videos like this on our YouTube Channel.   Instructor Bio: Bruce Wilkinson has a broad range of experience in working with Cisco technology for over 20 years. He has been specializing in Cisco

Read More »
See More

Empowering customers
to improve performance.

Facebook-f Linkedin Youtube
Quick Links
Get In Touch

Corporate Headquarters

12120 Sunset Hills Road
Suite 100
Reston, VA 20190

© 2025 All Rights Reserved.