Requirements

• Basic Understanding of Contact Center Operations: Familiarity with how contact centers
• Cloud Computing Concepts: A basic understanding of cloud computing principles will be beneficial
• as Genesys Cloud is a cloud-based platform.
• Familiarity with CRM and Customer Experience Solutions: Knowledge of CRM tools

Description

The GCP-GC-ADM: Genesys Cloud Contact Center Administration course is designed for professionals seeking to gain expertise in managing and administering the Genesys Cloud platform for contact center environments. Genesys Cloud is a powerful, cloud-based contact center solution that empowers businesses to engage customers across multiple channels seamlessly. This course will equip you with the knowledge and skills to set up, configure, and administer all aspects of the Genesys Cloud environment, enabling you to deliver high-quality customer interactions and optimize your contact center operations.

In this course, you will learn how to manage users, configure routing strategies, set up reporting, and leverage analytics tools to monitor performance and improve customer satisfaction. You’ll also gain hands-on experience in integrating Genesys Cloud with other systems, ensuring smooth operations and improved workflows for both agents and supervisors.

Key features covered include:

• Genesys Cloud User and Role Management: Learn how to manage users, configure roles, and assign appropriate permissions to ensure smooth operation of your contact center.

• Routing and Queuing Strategies: Understand how to set up and optimize call routing strategies to efficiently handle customer interactions across different communication channels.

• Workforce Management: Learn how to configure workforce management features such as scheduling, forecasting, and real-time monitoring to ensure agents are available when needed.

• Reporting and Analytics: Get hands-on experience with Genesys Cloud’s reporting and analytics tools to monitor contact center performance and gain actionable insights for continuous improvement.

• Omnichannel Experience: Learn how to set up and manage multiple communication channels, including voice, chat, email, and social media, providing a seamless experience for customers.

• Integrations and Customization: Gain knowledge on integrating third-party applications and customizing the platform to meet the specific needs of your contact center.

By the end of this course, you will be fully equipped to manage a contact center powered by Genesys Cloud, from configuring the system to optimizing performance and ensuring excellent customer engagement.

Requirements or Prerequisites for Taking This Course

This course is intended for individuals who are responsible for administering, configuring, and optimizing Genesys Cloud for contact center operations. While no prior experience with Genesys Cloud is required, the following prerequisites will help you better understand the course material:

1. Basic Understanding of Contact Center Operations: Familiarity with how contact centers operate, including knowledge of call routing, queuing, and customer interaction strategies.

2. Cloud Computing Concepts: A basic understanding of cloud computing principles will be beneficial, as Genesys Cloud is a cloud-based platform.

3. Familiarity with CRM and Customer Experience Solutions: Knowledge of CRM tools or customer service platforms will provide context for understanding how Genesys Cloud integrates with other systems.

4. Basic IT and Networking Knowledge: Understanding networking concepts, including IP routing and cloud infrastructure, will help you grasp the configuration of Genesys Cloud and its integrations.

Who this course is for:

• Contact Center Administrators
• IT Professionals
• Customer Experience Managers