Convergys Learning Center

Overview

Learning Center
As the complexity of the communications industry continues to grow, we understand that you require increased professional training and training-related services to meet your business objectives. Today's increasingly powerful and cost-efficient speech and voice automation solutions require specialized training in development, implementation deployment, and administration.

Convergys meets your training needs by providing courses that span all levels of expertise and job function - from contact center managers to directors, from programmers and developers to executives. No matter what your design or development expertise, Convergys has classes to enhance and grow your knowledge level.

Convergys Courses
Courses are offered in a classroom, as a webinar, or as e-learning modules. Courses cover product fundamentals including architecture, features, functionality, technologies, and techniques, as well as hands-on programming, configuration, integration, and troubleshooting.

Course registration is available by contacting Christine Juhas at (972) 454-8229 or Linda Ronk at (972) 454-8210 or email training.information@convergys.com.

Learning Center Location
Convergys Learning Center - Dallas, Texas
17787 Waterview Pkwy
Dallas, TX 7525-8016, US

Frequently Asked Questions
Q. How do I contact the Convergys Learning Center?
You may contact the Convergys Learning Center at the following:

Telephone: (972) 454-8229 or (972) 454-8210
Email: training.information@convergys.com
Fax: (972) 454-8098

Q. How do I register for a course?
To begin the course enrollment process contact the Learning Center by telephone or email. Once your enrollment is received, you will be contacted by the Training Coordinator to finalize your enrollment and tuition payment.

Q. How will I know if I am registered for a course?
You will receive a course confirmation email from the Training Coordinator within 3 to 5 business days upon receipt of your Enrollment Form. If you have not received your confirmation notice within this time, please contact us at training.information@convergys.com.

Q. Can courses be delivered at my company site?
Yes, the Convergys Learning Center can deliver training at your site. For more information contact us at training.information@convergys.com or call us at: (972) 454-8229.

Q. How can I pay for the course?
You will receive a tuition quote in your course confirmation email. This tuition quote must be signed and returned prior to your course start date. You will then receive an invoice for your training tuition. Payment methods are check or purchase order.

Q. Where do I fax the Purchase Order?
Please fax a copy of your Purchase Order to the Convergys Learning Center at (972) 454-8098.

Q. Where do I send a tuition payment check?
Please send your check to:

Convergys
Attn: Michelle Campbell
17787 Waterview Parkway
Suite 200
Dallas, Texas 75252

Q. What is your course cancellation policy?
We often have waiting lists for our scheduled classes, so if you need to cancel, please do so as early as possible. Please contact us if you need to substitute your attendance with another participant from your organization.

If cancellation occurs ... You are charged ...
Up to 10 working days before course start date: No charge
One to nine working days before course start date:       50% of course fee
On the actual course start date or after: 100% of course fee


Course dates are subject to change/rescheduling if enrollment minimums are not met. If the start date of your course changes, you will be notified at least two weeks prior to the original course start date. We recommend that you not book non-refundable airline reservations during this time period.

Q. How do I cancel or reschedule a course?
Course rescheduling is available by telephone or email. Please contact the Convergys Learning Center at one of the following:

Telephone: (972) 454-8229 or (972) 454-8210
Email: training.information@convergys.com

Q. What is your no show policy?
All registered and confirmed students who do not attend a class are liable for the full tuition fee and will be billed accordingly.

Classroom

Classroom Instruction
Our hands-on training philosophy incorporates fully interactive real-world scenarios to help you learn and master the key aspects of telephony and voice automation technologies. Quality instruction and classrooms outfitted with leading edge equipment give you the professional hands-on training that ensures a successful transfer of the knowledge and skill sets needed to effectively use Convergys products and solutions.

Course Registration
Course registration is available by contacting Linda Ronk at 972-454-8210 or Christine Juhas at 972-454-8229 or email training.information@convergys.com. Once your enrollment request is received, you will be contacted by the Training Coordinator to finalize your enrollment and tuition payment.

Scheduled Classes
No scheduled sessions.

On-Request Classes
To schedule an on-request class, contact Linda Ronk at 972-454-8210 or Christine Juhas at 972-454-8229 or email training.information@convergys.com.

CRI-118: Advanced Interaction Composer Application Development 
This three-day course promotes advanced concepts, accessing backend data through a host system, DTMF menu processing, single collection using JavaScript files, dynamic grammars, calling an out-dial application utilizing the Advanced Notification Gateway (ANG) software, and using JAVA API’s within IC applications. (view course details)

CRI-099: Application View for Media Servers  
This one-day course is designed to provide an overview of the architecture of the system. Report generation, scheduling and delivery procedures will be covered. (view course details)

CRI-121: EVIP Application Builder    
This five-day course is intended for programmers responsible for implementing voice and speech applications using Application Builder. This class provides an introduction to the EVIP software platform including Application Builder, Workforce Administrator, EVIP Application Server, and promotes fundamental programming skills while developing an application within Application Builder. This class is taught using VoIP setup with an optional discussion on PSTN setup. (view course details)

CRI-120: EVIP System Administration
This three-day course provides an introduction to EVIP. The course provides detailed instruction for the use of the Workforce Administrator GUI, System Configuration Editor, Control Center, log viewing and reports. Various subsystems such as Telephony, Database and Host Terminal are covered along with introductions to other subsystems such as DLL, COM and NT. This class is taught using VoIP setup with an optional discussion on PSTN setup. (view course details)

CRI-098: Intelligent Voice Portal Administration
This three-day course provides an introduction to the Intelligent Voice Portal system. An environmental overview will be presented. Control Center will be used to perform most administrative and operational tasks. The Control Center Alert and Manage features will also be discussed. (view course details)

CRI-114: Interaction Composer Application Development
This five-day course is intended for programmers responsible for implementing Interaction Composer (IC) projects. The course material covers single-item speech collection and error processing, GRXML grammar creation using Grammar Builder, use of business hours and translate table files, database and web service access, a notification request utilizing the Advanced Notification Gateway (ANG), Media Server, and Control Center software. The class will complete one speech recognition application as a group and then each student will complete an individual speech application from a specification document. (view course details)

CRI-113: InVision Studio for VoiceXML Development
This five-day course is intended for programmers responsible for implementing InVision Studio VoiceXML projects. The course material covers single-item speech collection and error processing, GRXML grammar creation using Grammar Builder, basics of VoiceXML, use of JavaScript files, Java Server pages for testing, Convergys Media Server with the Control Center software. The class will complete one touch tone and one speech recognition application as a group and then each student will complete an individual speech application from a completed design. (view course details)

E-learning

E-Learning
Our E-Learning courses provide the most up-to-date and on demand interactive learning, set at your pace. These modules are based on specific topics found in the Intelligent Voice Portal solution. Our interactive e-Learning modules include explanation, demonstrative and interactive simulations. Once purchased and started, you'll have two weeks to complete the course. The E-Learning offerings are listed below.

Course Registration
Course registration is available by contacting Linda Ronk at 972-454-8210 or Christine Juhas at 972-454-8229 or email training.information@convergys.com. Once your enrollment request is received, you will be contacted by the Training Coordinator to finalize your enrollment and tuition payment.

EL-007: Intelligent Data Portal   
This E-Learning promotes fundamental concepts on the Intelligent Data Portal on uploading and downloading audio and configuration files. Demonstrations and explanations of how to use editors to create or modify surveys, modify business hours and translate table configuration files used in the application will be presented. In addition, demonstrations of the navigation of Intelligent Data Portal, which includes how to create, copy, paste, move, and delete files and folders. (view course details)

EL-006: Intelligent Voice Portal Grammars   
This E-Learning will discuss simple list grammars and the Interaction Composer Studio or InVision Studio Grammar Builder tool will be demonstrated. Examples shown will follow the format for Nuance 9 speech recognition systems. Prior to taking this course you should be familiar with xml or Extensible Markup Language. (view course details)

EL-004: Intelligent Voice Portal Messages  
This E-Learning course will define the types of messages used in an Intelligent Voice Portal application.  It includes a discussion on the different methods for defining application messages. The course will explain both a local default directory structure and a remote directory structure for pre-recorded messages. In addition, the course explains the VoiceXML compression format used for pre-recorded prompts. Finally, a brief discussion on moving IQTalk legacy messages to the Intelligent Voice Portal. This course includes interactive simulations on creating application messages in Interaction Composer, importing a message.csv file, and creating an audio project. (view course details)

EL-002: Interaction Composer Collect and Custom Collect
This E-Learning course will demonstrate how to use the Collect and Custom Collect components to gather customer input in an Intelligent Voice Portal application. The module will discuss the use of grammars, prompts, and error handling with both components. The first part of the course will discuss the use of the Collect component to capture a 10 digit number. The second part will repeat the example using the Custom Collect. A discussion of the Custom Collect .js file will be presented. Finally the module will compare the advantages of using one of these forms versus the other. This course includes demonstrations on how to set up error handling strategies, designate grammar files, and designate return variables. This course is based on Interaction Composer Studio 1.6 and above. (view course details)

EL-003: Interaction Composer Package and Deploy
This E-Learning course explains how to prepare an IC application project for runtime, package and deploy a project. A review of State Control logs created from IC applications.  This course includes interactive simulations on updating a proploader.ccfg file and packaging a project. This course is based on Interaction Composer Studio 1.6 and above. (view course details)

Webinars

Webinars
Convergys provides web based instruction and demonstration to help you learn and utilize our products. These courses are taught by experienced instructors and product experts. All courses provide product demonstration and explanation with some courses requiring assignments be completed prior to the next day's instruction. Courses cover product fundamentals including programming, architecture, features, functionality, technologies, and techniques, as well as configuration, integration, and troubleshooting. These courses are available upon request.

Course Registration
Course registration is available by contacting Linda Ronk at 972-454-8210 or Christine Juhas at 972-454-8229 or email training.information@convergys.com. Once your enrollment request is received, you will be contacted by the Training Coordinator to finalize your enrollment and tuition payment.

Scheduled Webinars
No scheduled sessions.

On-Request Webinars
To schedule an on-request class, contact Linda Ronk at 972-454-8210 or Christine Juhas at 972-454-8229 or email training.information@convergys.com.

WEB-003: Application View for Media Servers
This one-day course is designed to provide an overview of the architecture of the system. Report generation, scheduling and delivery procedures will be covered. The presentation will be a mixture of lecture and demonstrations. Hands on Lab Exercises will be performed on the Learning Center systems. (view course details)

WEB_011: Business Analytics Fundamentals Webinar
This two-day course is designed to provide an overview of the architecture of the system. Report generation, interpretation, scheduling and delivery procedures will be covered. The presentation will be a mixture of lecture and demonstrations. Assignments will require students work on the Business Analytics Server. (view course details)

WEB-010: Intelligent Voice Portal Administration Webinar
This three-day webinar provides an introduction to the Intelligent Voice Portal system. An environmental overview will be presented. Control Center will be used to perform most administrative and operational tasks. The Control Center Alert and Manage features will also be discussed. The instructor will present approximately 4 hours of material each day. The presentation will be a mixture of lecture and demonstrations. Assignments will require students work on the Learning Centers Media Server at the end of the days lecture. (view course details)

WEB-009: Interaction Composer Application Development Webinar 
This five-day fast paced webinar is intended for programmers responsible for implementing Interaction Composer (IC) projects. The course material covers single-item speech collection and error processing, GRXML grammar creation using Grammar Builder, use of business hours and translate table files, database and web service access, a notification request utilizing the Advanced Notification Gateway (ANG), Intelligent Voice Portal Media Server, and Control Center  software. The presentation will be a mixture of lecture and demonstrations. Students will then be given assignments to complete before the next day’s session. Some assignments will require students work on the Learning Centers Media Server at the end of the days lecture. (view course details)

WEB-002: InVision Studio for VoiceXML Development Webinar
This five-day webinar is intended for programmers responsible for implementing InVision projects. The course material covers single-item speech collection and error processing, GRXML grammar creation using Grammar Builder, basics of VoiceXML, use of JavaScript files, Java Server pages for testing, Intervoice Media Server 6.0 with the Control Center software. The class will complete one touch tone, one speech recognition application.  The presentation will be a mixture of lecture and demonstrations. Students will then be given assignments to complete before the next day’s session. Some assignments will require students work on the Learning Centers Media Server at the end of the days lecture. (view course details)