Requirements

• Basic Understanding of Contact Center Operations: Familiarity with the fundamental concepts
• Knowledge of Cloud-Based Solutions: A general understanding of cloud computing concepts
• Basic Networking Knowledge: Understanding network protocols related to voice
• chat
• email
• and social media communications can be beneficial.

Description

The GCP-GC-REP: Genesys Cloud Professional course offers an in-depth exploration of the Genesys Cloud platform, which is designed to enhance customer engagement, streamline contact center management, and improve customer service. Genesys Cloud is a leading omnichannel solution for customer experience management, integrating communication channels like voice, chat, email, and social media in one unified platform.

In this course, you’ll gain a thorough understanding of the platform’s key features and functionalities. Starting with the basics, you will work your way through the setup and configuration of Genesys Cloud, learning how to build and manage contact center queues, routing, user profiles, and more. The course also covers advanced topics such as creating reports, optimizing workforce management, and integrating Genesys Cloud with other enterprise systems.

The course includes hands-on exercises that will give you practical experience in configuring and managing various components of the Genesys Cloud environment. By the end of the course, you will be able to navigate the platform confidently, optimize workflows, and ensure that your contact center operates smoothly and efficiently.

Key Learning Areas:

1. Introduction to Genesys Cloud

   • Overview of Genesys Cloud and its role in contact center management.

   • Understanding the architecture and various components of the platform.

   • Benefits of using Genesys Cloud for customer engagement.

2. Getting Started with Genesys Cloud

   • Account setup, configuration, and user management.

   • Navigating the Genesys Cloud interface and platform features.

   • Understanding key concepts such as queues, routing, and user profiles.

3. Omnichannel Routing and Contact Management

   • Configuring omnichannel queues to manage inbound and outbound customer interactions across multiple channels.

   • Setting up routing strategies to ensure the right resources are engaged for each interaction.

   • Managing contact records and ensuring that customer history is accessible across channels.

4. Workforce Management and Optimization

   • Implementing workforce management tools to optimize agent schedules and performance.

   • Using forecasting and scheduling tools to improve operational efficiency.

   • Managing agent profiles and ensuring proper skills-based routing.

5. Reporting and Analytics

   • Creating and configuring reports to track performance metrics, including call volumes, agent availability, and service levels.

   • Using analytics to gain insights into customer behavior and contact center efficiency.

   • Setting up dashboards to visualize real-time and historical performance data.

6. Integrations and API Usage

   • Exploring integration options with third-party systems and enterprise applications.

   • Setting up and managing APIs to enhance the functionality of Genesys Cloud.

   • Leveraging integrations to improve customer experience and streamline processes.

7. Advanced Features and Customization

   • Customizing workflows, routing rules, and business logic within Genesys Cloud.

   • Setting up and managing digital channels like chat, email, and social media.

   • Exploring advanced reporting and analytics capabilities to fine-tune your contact center operations.

8. Security and Compliance

   • Implementing security measures within Genesys Cloud to protect sensitive customer data.

   • Understanding compliance standards and how Genesys Cloud meets industry regulations.

   • Setting up role-based access controls to ensure data privacy and security.

9. Troubleshooting and Support

   • Common issues and how to resolve them within Genesys Cloud.

   • Accessing support resources and documentation for troubleshooting.

   • Best practices for maintaining system uptime and ensuring smooth operation.

Who this course is for:

• Contact Center Managers and Supervisors
• ustomer Experience Specialists