| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 12 | Digital Case Studies for MCCID | MCCID | Technologies that support multip channel communication – IVR, chatbots, workflow automation case studies | VIEW | ATTEMPT | DOWNLOAD |
| Why AI-powered, automated customer service is the future? – AI Chatbots, IOT changing things | ||||||
| Knowledge management technologies | ||||||
| Agent Productivity solutions | ||||||
| Customer Service Analytics & Voice of Customer tools |