Genesys Cloud CX: Contact Center Implementation Training
Master Genesys Cloud CX Administration to optimize user management, ACD configuration, and reporting, elevating your contact center’s performance and customer experiences.
Genesys Cloud CX: Contact Center Implementation Training
This course is designed to provide participants with comprehensive knowledge and hands-on experience in implementing and configuring the Genesys Cloud CX platform. Participants will learn about the core components of the Genesys Cloud CX environment, including Collaborate, Communicate, and Contact Center.
The course will cover essential configurations, telephony settings, number plans, outbound routes, and user management. By the end of the course, participants will be equipped to implement and maintain a Genesys Cloud CX solution effectively.
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Overview of Genesys Cloud CX: Contact Center Implementation Training
What is Genesys Cloud CX: Contact Center Implementation?
The Genesys Cloud CX: Contact Center Implementation Training provides professionals with the knowledge to implement Genesys Cloud CX solutions effectively. This course focuses on understanding the architecture and deployment strategies to optimize your contact center operations.
Core Features of Genesys Cloud CX Contact Center
This section dives into the core features of Genesys Cloud CX contact center, covering omnichannel support, AI-driven analytics, and customer interaction management to ensure seamless communication.
Benefits of Genesys Cloud CX: Contact Center Implementation Training
Optimize Contact Center Operations with Genesys Cloud CX
Learn how to optimize your contact center’s performance by using the features of Genesys Cloud CX. The training ensures that your team can fully leverage the platform to streamline processes and improve service delivery.
Enhance Customer Engagement with Genesys Cloud CX
Through Genesys Cloud CX, improve customer engagement by utilizing powerful interaction routing, integrated CRM tools, and personalized service to meet your clients’ expectations.
Improve Efficiency with Genesys Cloud CX Contact Center Solutions
The Genesys Cloud CX contact center solutions offer advanced automation tools to enhance efficiency, ensuring faster response times and better workflow management within your contact center.
Genesys Cloud CX: Contact Center Implementation Training Syllabus
1.1 Course Introduction and Objectives
- Overview of Genesys Cloud CX and its components.
- Introduction to the Genesys Cloud CX implementation process.
1.2 Understanding Genesys Cloud CX Architecture and Licensing
- Genesys Cloud CX architecture overview.
- Licensing options and features: Genesys Cloud CX 1, 2, and 3.
- Genesys Cloud CX add-ons and licensing management.
2.1 Overview of Genesys Cloud CX Collaborate
- Features and capabilities of Genesys Cloud CX Collaborate.
- Configuring organization settings, locations, and directory features.
2.2 Configuring User Profiles, Roles, and Permissions
- Setting up user profiles and managing permissions.
- Assigning and managing roles for organizational hierarchy.
- Configuring user access and security settings.
3.1 Overview of Genesys Cloud CX Communicate
- Introduction to Genesys Cloud CX Communicate features.
- Configuring telephony settings, trunks, and routing.
- Setting up and managing extensions and DID numbers.
3.2 Architect and Auto-Attendant Configuration
- Introduction to Architect and its use for auto-attendant configuration.
- Designing and managing call flows for inbound and outbound interactions.
4.1 Number Plans and Outbound Routes Configuration
- Understanding number plans and their role in call routing.
- Creating and managing number plans to define call routing patterns.
- Configuring outbound routes and integrating with external trunks.
4.2 Advanced Telephony Features
- Configuring SIP trunks and WebRTC phone trunks.
- Managing business continuity and hybrid media configurations.
- Troubleshooting telephony issues and optimizing call routing.
5.1 Customizing Organizational Settings
- Configuring custom settings such as authentication, geolocation, and language.
- Implementing compliance and security features (HIPAA, PCI DSS).
- Managing onboarding processes and user management.
5.2 Implementing Business Continuity and Disaster Recovery
- Configuring Edge devices for redundancy and high availability.
- Managing site links and media configurations for continuity.
- Setting up and testing disaster recovery scenarios.
Prerequisites for Genesys Cloud CX: Contact Center Implementation Training
- Familiarity with the Genesys Cloud CX user and admin interfaces.
- Basic understanding of contact center operations and telephony concepts.
Learning Objectives for Genesys Cloud CX: Contact Center Implementation Training
Upon completion of this course, participants will be able to:
- Describe the Genesys Cloud CX platform and its components.
- Implement and configure the Genesys Cloud CX Collaborate and Communicate modules effectively.
- Set up and configure telephony settings, including trunks, number plans, and outbound routes.
- Configure user roles, permissions, and organizational settings for optimal performance.
- Implement quality management features and monitoring configurations to enhance contact center operations.
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Frequantly Asked Questions
Genesys Cloud CX is a cloud-based contact center solution that streamlines customer interactions across channels, essential for enhancing customer experience and agent efficiency.
This training is intended for system administrators, IT professionals, and managers responsible for implementing and configuring Genesys Cloud CX in their organizations.
Participants will learn to configure the Genesys Cloud CX platform, including Collaborate and Communicate modules, and manage telephony settings and user roles.
A basic understanding of contact center operations and familiarity with cloud technologies are recommended for participants.
The training combines instructor-led sessions with practical exercises, focusing on real-world applications to ensure hands-on experience with the platform.