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Genesys Cloud CX Contact Center Training
Prepare to pass Genesys Cloud CX Certification
Master the essentials with our Genesys Cloud CX Training — a practical introduction to Genesys Contact Center Administration. Learn core concepts, interface navigation, and real-world configuration scenarios to manage and deploy Genesys Cloud CX effectively. By the end of this course, you'll be ready to implement and administer your own Genesys Contact Center environment.
What is Included:
- 5-day intensive instructor-led
- 100 hours of dedicated lab access (demo lab only)
- Dual CCIE certified instructor
- 2-year retake policy
- 5 Years of eLearning for UCaaS, CCaaS & CPaaS Access – (Worth $1,899)
Note: We only have demo lab to conduct lab practice.
Contact us for pricing
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*free course must be equal or lower than original course
By the end of this course, you will be able to:
- Understand Genesys Cloud CX Fundamentals
Learn the architecture, features, and capabilities of the Genesys Cloud CX platform for modern contact centers. - Administer and Configure Genesys Cloud CX
Set up organizations, manage users, assign roles, configure groups, and apply security and compliance settings. - Design and Manage Contact Routing
Build and customize Architect flows, IVR menus, queues, routing rules, and escalation paths to improve customer experiences. - Set Up Omnichannel Engagement
Enable and manage voice, email, chat, SMS, and social channels for seamless customer communication. - Integrate with Third-Party Applications
Connect Genesys Cloud CX with CRM platforms (Salesforce, ServiceNow, Dynamics 365) and external databases for real-time data-driven routing. - Use Workforce Engagement Management (WEM)
Explore quality management, workforce scheduling, and performance analytics to boost agent efficiency and customer satisfaction. - Leverage AI and Automation
Deploy bots with Genesys Dialog Engine Bot Flows or integrate with Google Dialogflow, and apply AI-driven routing and analytics. - Monitor and Analyze Contact Center Performance
Use built-in dashboards, analytics, and reporting tools to track KPIs, call quality, and customer sentiment. - Hands-on Practical Labs
Gain real-world skills by configuring flows, managing users, enabling channels, and simulating real customer interaction scenarios.
F.A.Q
1. What is this course about?
The Genesys Cloud CX Contact Center Training provides in-depth, hands-on knowledge to design, configure, and manage modern cloud-based contact centers using Genesys Cloud CX. You’ll learn how to build intelligent routing flows, manage users and queues, configure IVRs, integrate third-party systems (like Salesforce and ServiceNow), and analyze performance with built-in reporting and analytics tools.
This course prepares you to implement Omnichannel Contact Center solutions — including voice, chat, email, and digital messaging — using the Genesys Cloud CX platform.
2. Who should take this course?
This training is ideal for:
- Contact Center Engineers, Administrators, and Architects deploying or managing Genesys Cloud CX environments
- Voice, UC, and Collaboration engineers transitioning into cloud-based contact center technologies
- System integrators and consultants supporting enterprise or service-provider contact center deployments
- Professionals seeking Genesys Cloud CX certification or looking to expand into CCaaS (Contact Center as a Service) platforms
3. What are the prerequisites for this course?
Before attending, participants should have:
- Basic understanding of contact center operations and workflows (agents, queues, IVRs, routing)
- Familiarity with VoIP, SIP, and networking fundamentals
- General knowledge of cloud platforms and web-based administration tools
- Prior experience with other contact center technologies (Cisco UCCX, Webex CC, or Amazon Connect) is helpful but not required
4. What topics are covered in the Genesys Cloud CX training?
The course combines lectures, labs, and real-world configuration exercises, including:
- Overview of Genesys Cloud CX architecture and platform services
- Configuring users, roles, divisions, and groups
- Designing IVR flows using Architect
- Managing queues, routing, and wrap-up codes
- Setting up call recording, quality management, and workforce engagement features
- Integrating CRM systems (Salesforce, Dynamics, ServiceNow) and AI tools (Google CCAI, AWS Lex)
- Monitoring performance using Analytics, Dashboards, and Interaction Reports
- Troubleshooting, failover, and system best practices
5. Does this course prepare me for certification?
Yes. This course prepares you for Genesys Cloud CX certification exams and validates your ability to design, deploy, and administer enterprise-grade contact centers using Genesys Cloud CX. It’s also an excellent foundation for advanced specialization tracks such as Genesys Cloud CX Developer, WEM (Workforce Engagement Management), and Architect Flow Design.