News Release

Cisco Announces IP Contact Center Express Specialist Certification

SAN JOSE, Calif., March 29, 2005 - Cisco Systems® today
Mar 29, 2005

SAN JOSE, Calif., March 29, 2005 - Cisco Systems® today announced the IP Contact Center Express Specialist certification, the latest focused certification to be offered as part of the Cisco Career Certifications program. The new certification was created in response to heightened customer and channel partner demand for knowledgeable network professionals who can successfully plan, install, configure, troubleshoot and manage Cisco's IP Contact Center (IPCC) Express Edition.

"The rise in demand for focused certifications in IP communications is in step with market trends," said Don Field, director of certifications at Cisco. "We're pleased to extend our certifications to support the growing partner and customer interest in IPCC Express Edition."

Cisco's IP Contact Center Express Edition provides a feature rich, tightly integrated automatic call distributor (ACD), Interactive Voice Response (IVR) services, and computer telephony integration (CTI) on a single platform, allowing organizations to significantly reduce operating costs while improving customer satisfaction and loyalty.

Earning an IP Contact Center Express Specialist certification requires holding an active Cisco associate-level CCNA® certification and passing one additional exam. To help candidates prepare for the exam, the IPCC Express and IP IVR Deployment (CRSD) Version 3.5 course covers planning and designing an IPCC Express deployment; installing the IPCC Express software; building self service work flows, call routing and queuing logic; configuring agent skills and supervisor teams; creating agent screen pops; integrating to CRM databases, setting up silent monitoring and recording; generating reports; and troubleshooting. In addition to CCNA, the following course and exam comprises the IPCCX certification:

  • 642-161 IPCCX- IPCC Express and IP IVR Deployment (CRSD) v3.5

Training and Availability

Authorized Cisco training is available from a global network of Cisco Learning Partners and the Partner E-Learning Connection. For complete details on the requirements for the IPCCX, CCNA, and other Cisco certifications, visit To find a course offered by authorized Cisco Learning Partners, use the Learning Locator at

Training may be purchased using Cisco Learning Credits, an easy method of payment for Cisco authorized training, redeemable through participating Cisco Learning Partners worldwide. For information about Cisco Learning Credits, visit