Genesys Contact Center Training

The Genesys Contact Center Advanced Training is designed for experienced contact center professionals who want to deepen their expertise in Genesys Cloud CX. This course provides advanced knowledge of system administration, call routing, integrations, analytics, and automation, enabling participants to optimize contact center performance and deliver exceptional customer experiences.  

What is included:


☎️ - 5-day intensive instructor-led training Online or Onsite

☎️ - 80 hours of standard lab access

☎️ - Workbook included

☎️ - 2-year retake policy

☎️ - Exclusive Access to UC/Collaboration e-Learning

Classes are in English in - USA, Canada, UAE (Dubai), UK, Singapore or Onsite


Financing Available offers from 

18 monthly payments of $81.10
12 monthly payments of $117.33
6 interest-free payments of $216.66
 Click Here To Get Started
*US Resident/Citizen only


Upcoming Schedules

Advanced Genesys Contact Center Training02-17-2025 9:30 amToronto | Online
Advanced Genesys Contact Center Training03-17-2025 9:30 amLas Vegas | Online
Advanced Genesys Contact Center Training03-24-2025 9:30 amDubai | Online
Advanced Genesys Contact Center Training04-21-2025 9:30 amNew Delhi, India
Advanced Genesys Contact Center Training05-19-2025 9:30 amToronto | Online
Advanced Genesys Contact Center Training05-19-2025 9:30 amLondon UK | Online
Advanced Genesys Contact Center Training06-16-2025 9:30 amLas Vegas | Online
Advanced Genesys Contact Center Training06-23-2025 9:30 amDubai | Online
Advanced Genesys Contact Center Training07-21-2025 9:30 amNew Delhi, India
Advanced Genesys Contact Center Training08-18-2025 9:30 amToronto | Online
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

 

 

*price is for online class. 

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