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- Integration with third-party systems (CRM, billing, etc.)
- UAP (Unified Agent Platform) features and specifications
- CTI, IVR, recording and other core modules
- ICD (Intelligent Call Distributor) principles and functions
Topic 2: Presales Capability and Case Analysis
25%
- Common questions and solutions
- Typical project cases and best practices
- Solution proposal and quotation preparation
- Competitive analysis and differentiation
Topic 3: AICC Solution Overview
20%
- Architecture and components of AICC solution
- Typical application scenarios and value
- Basic concepts and positioning of AICC
Topic 4: AICC Solution Design
25%
- Security and compliance considerations
- High availability and disaster recovery design
- Capacity planning and network design
- Requirement analysis and solution planning
Which component in the AICC architecture is most directly responsible for translating a customer's web chat text into a structured intent that can be used for automated responses or routing?
Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?
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