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Genesys Contact Center Training
Genesys Cloud CX: Contact Center Administration introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform. The course also provides an overview to the Genesys Cloud CX interface and presents scenarios to facilitate your understanding of the administration of a contact center. After completing this course, you should be equipped to implement Genesys Cloud CX: Contact Center within your organization at a basic level.
What is included
☎️- 5-day intensive instructor-led
☎️- Contact Center Expert instructor
☎️- 30 Days Trial Lab Access
☎️- 2-year retake policy
☎️- Genesys Contact Center Self Study Kits - 90+ Video Labs/lectures
Course Fee from $3,495*
Buy Now Pay Later - Financing Available for US Resident/Citizen*
Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.
*terms and condition apply
| Image | Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|---|
| Genesys Contact Center Training | 05-26-2025 9:30 am | Toronto | Online | Online $3499 | On-site call us | ||
| Genesys Contact Center Training | 06-16-2025 9:30 am | Singapore | Online | Online $3499 | On-site call us | ||
| Genesys Contact Center Training | 06-23-2025 9:30 am | Toronto | Online | Online $3499 | On-site call us | ||
| Genesys Contact Center Training | 07-21-2025 9:30 am | Singapore | Online | Online $3499 | On-site call us | ||
| Genesys Contact Center Training | 07-28-2025 9:30 am | Toronto | Online | Online $3499 | On-site call us |
Course Outline
Course Outline
Genesys Cloud Contact Center
- Chapter 1 - Genesys Cloud Platform
- Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
- Chapter 3 - Automatic Call Distribution Part 1
- Chapter 3 - Automatic Call Distribution Part 2
- Chapter 3 - Automatic Call Distribution Part 3
- Chapter 3 - Automatic Call Distribution Part 4
- Chapter 3 - Automatic Call Distribution Part 5
- Chapter 4 - Supervisor Tools
- Chapter 5 - Managing Roles, Permission and Division in Genesys
- Chapter 6 - The Genesys Cloud Architect
- Chapter 7 - Scripting in Genesys Cloud Contact Center
- Chapter 8 - Outbound Dialing
- Chapter 9 - Quality Management In the Contact Center
- Chapter 10 - Workforce Management in The Contact Center
Genesys Cloud Contact Center Video Lab
- Lab 1 - Creating Skills and Language for Agent
- Lab 2 - Creating Wrap-up Code for Agent to Select
- Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
- Lab 4 - Using Utilization to Limit Capacity in Omnichannel
- Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
- Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
- Lab 7 - Using Performance Workspace Supervisor Manage Queue
- Lab 8 - Creating and Recording Prompt in Genesys Contact Center
- Lab 9 - Creating and Managing Hold Music in Genesys
- Lab 11 - Creating Basic Scripts in Genesys
Genesys Cloud Architect Lecture
- Chapter 1 - Overview of Genesys Architect
- Chapter 2 - Overview and Demonstration of Admin Interface
- Chapter 3 - Overview of Variable and Prompts
- Chapter 4 - Prepare Prerequist to Create First Call Flow
- Chapter 5 - Creating and Managing Schedules in Genesys
Genesys Cloud Architect Video Lab
- Lab 1 - Preparing Genesys Contact Center for Architect Flow
- Lab 2 - Configure Inbound Call Flow for Travel Agency
- Lab 3 - Configuring Schedules to Define Working and After Hours
- Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
- Lab 5 - Creating In-Queue Flow When Agent Not Available
- Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
- Lab 7 - Creating an outbound call flow in Genesys Contact Center
- Lab 8 - Creating Inbound Email To Send Email to Agent
Genesys Contact Center Scripting Lecture
- Chapter 1 - Introduction Genesys Scripting
- Chapter 2 - Navigating Through Genesys Script Workspace
- Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
- Chapter 4 - Creating a Basic Outbound Script With Contact List
- Chapter 5 - Features of Genesys Script Management
- Chapter 6 - Working with Static and Dynamic Variable in Scripts
- Chapter 7 - Using Action Button to define task or work in Scripts
- Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
- Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
- Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent
Genesys Cloud API Management
Genesys Cloud Outbound
What You Will Learn
Prerequisites
