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Genesys Contact Center Training Video Kit

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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.

$ 899.99 899.99 USD $ 899.00 $ 1,299.00 per 2 years

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    Outline

    Genesys Cloud CX: Implementation

    • Chapter 1.1 - Overview of the Genesys Cloud CX Platform 
    • Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center 
    • Chapter 2.1 - Genesys Cloud CX Overview 
    • Chapter 2.2 - Accessing Genesys Cloud CX 
    • Chapter 3.1 - Overview of Configurations Genesys Cloud 
    • Chapter 3.2 - Location Configuration
    • Chapter 3.3 - User Profile Configuration
    • Chapter 3.4 - Adding People to the Contact Center
    • Chapter 3.5 - Organizing People
    • Chapter 3.6 - Data Management in Genesys Cloud CX
    • Chapter 4.1 - Features of Genesys Cloud CX Communicate
    • Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
    • Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
    • Chapter 4.4 - Trunks in Genesys Cloud CX
    • Chapter 4.5 - Sites in Genesys Cloud CX
    • Chapter 4.6 - Edges in Genesys Cloud CX
    • Chapter 4.7 - Functions an Edge Provides
    • Chapter 4.8 - Edge Configuration
    • Chapter 4.9 - Phone Management in Genesys Cloud CX
    • Chapter 4.10 - DIDs in Genesys Cloud CX
    • Chapter 4.11 - Extensions in Genesys Cloud CX
    • Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
    • Chapter 4.13 - Architect Features in the Communicate License
    • Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
    • Chapter 5.2 - Customizing Number Plans and Outbound Routes
    • Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
    • Chapter 6.2 - Managing Agent, Role and Permission
    • Chapter 6.3 - Managing Queue in Genesys Cloud CX
    • Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
    • Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration


     

    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 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

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    Terms and Conditions for Free Genesys Contact Center Course

    • Eligibility: This offer is valid for customers who purchase the self-study kit and is subject to availability. Participants must sign up by January 31, 2024, or until quantities last, whichever comes first.
    • Course Code Issuance: Upon receipt of payment, customers will receive a unique Course Code via email within 24 to 48 hours.
    • Registration and Scheduling: Participants may register for the course using their Course Code for any of the tentative schedules listed on our website.
    • Class Confirmation: Classes will be confirmed no later than 3 weeks prior to the scheduled start date. Participants will be notified of the confirmation via email.
    • Rescheduling Policy: If a participant needs to reschedule, they may do so without penalty, subject to availability, up to 2 weeks before the scheduled class date.
    • Cancellation by VoiceBootcamp: In the event that VoiceBootcamp cancels or reschedules a class, participants will have the option to reschedule for a future date. Participants will be notified of such changes as soon as possible.
    • Limitations: This offer is non-transferable and cannot be combined with any other promotions or discounts. The free course is only available to the original purchaser of the self-study kit.
    • Changes to Terms: VoiceBootcamp reserves the right to modify or terminate this offer and its terms and conditions at any time without prior notice.

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