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Interaction Center Certified Engineer Study Guide
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How to Prepare for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
Preparation Guide for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
Introduction
Genesys is an organisation with customer service and call centre technology for small and medium businesses. Genesys or Genesys Telecommunications Laboratories is a cloud and on-site company. The business has offices in Canada, Latin America, Europa, the Middle East, Africa, Asia and Australia and is located in Daly City, California. Established in 1990, Permira Funds and Technical Crossover Ventures recently acquired the Company in February 2012.
For organisations in more than 100 countries Genesys offers over 70 billion remarkable customer experience each year. Via Cloud and AI control, their technology connects every customer moment to marketing, delivery and service across every channel and enhances employee experience. Genesys pioneered its Services expertise, improving customer faith and loyalty in every size company. Genesys is a leader in Services. This is allowed with Genesys Cloud, the all-in-one solution for rapid innovation and for scalability and versatility that is the world's leading public cloud platform.
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Genesys GE0-601 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Contact Center Configuration | - Queues, skills, and routing configuration - User and role management - Workforce and operational settings |
| Integrations and APIs | - CRM and third-party integrations - Genesys Cloud API usage fundamentals |
| Architecting Customer Interactions | - Digital channels configuration (chat, email, messaging) - IVR and call flow design - Routing strategies and flow control |
| Reporting and Analytics | - Real-time and historical reporting - Performance dashboards and metrics |
| Genesys Cloud Architecture & Fundamentals | - Platform services and routing basics - Core Genesys Cloud components - Telephony and media fundamentals |
