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Genesys Cloud CX: Implementation & Contact Center Administration
This course provides an overview of the Genesys Cloud CX environment and describes the components that can be configured when creating a new contact center. You will also learn how to add and update users, assign user roles, configure telephony parameters for the contact center and users, and so on. In addition, this course introduces the terminologies used in Genesys Cloud CX as it relates to common terminologies used in contact centers.
This Bootcamp covers:
- Genesys Cloud CX: Implementation (collaboration/communicate)
- Genesys Cloud CX: Contact Center Administration
- Genesys Cloud CX: Architect
Course Fee: Contact Us
What is included
- 5-day intensive instructor-led
- eLearning Access for Genesys Contact Center
- 2-year retake policy
- Access to a comprehensive e-learning platform (valued at $3,499+) with covering 12 new skills
Upcoming Schedules (Instructor-led Online Training)
Toronto | Bangkok | Las Vegas | Dubai, UAE |
|---|---|---|---|
Sept 18 - 22, 2023 | Sept 25 - 29, 2023 | Oct 23 - 27, 2023 | Oct 30 - Nov 3rd 2023 |
Course Outline
What You Will Learn
Genesys Cloud CX: Implementation
This course provides an overview of the Genesys Cloud CX environment and describes the components that can be configured when creating a new contact center. You will also learn how to add and update users, assign user roles, configure telephony parameters for the contact center and users, and so on. In addition, this course introduces the terminologies used in Genesys Cloud CX as it relates to common terminologies used in contact centers.
Course Objectives
The Genesys Cloud CX: Implementation ILT course covers the following objectives:
- Describe the Genesys Cloud CX platform and its component
- Explain the purpose of Genesys Cloud CX Collaborate in an enterprise
- Implement and configure Genesys Cloud CX Collaborate.
- Discuss the capabilities of Genesys Cloud CX Communicate.
- Implement and configure Genesys Cloud CX Communicate.
Genesys Cloud CX: Contact Center Administration
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. You will also gain a familiarity with daily contact center monitoring and administration tasks, preparing you for the specialization courses which dive deeper into the topics presented here.
Course Objectives
Explain the basics of Genesys Cloud CX: Contact Center Administration.
- Configure Automatic Call Distribution to optimize customer service.
- Discuss the purpose and capabilities of Genesys Cloud CX Architect in a contact center.
- Describe the Genesys Cloud CX data actions integration.
- Explain the use of Scripting in a Genesys Cloud CX contact center.
- Outline the basic features of Genesys Cloud CX outbound dialing.
- Describe the use of Reports and Dynamic Views in contact center management.
- Describe quality management in a Genesys Cloud CXcontact center.
- Describe Workforce Management in a Genesys Cloud CX contact center.
Course Outline
Prerequisites