Genesys Cloud Architect: Building Call Flows

Elevate Your Customer Experience and Boost Agent Productivity with Expert Call Flow Strategies

Created by: Dunamis Consulting
Developer/Trainer at Dunamis Consulting

What Will I Learn?

• Design efficient call flows that streamline customer interactions and improve their overall experience with your contact center.
• Optimize call routing and handling, resulting in reduced average handling time, increased first-call resolution, and improved agent productivity.
• Learn how to effectively integrate call flows with other Genesys Cloud components for a unified, powerful contact center solution.
• Gain a competitive edge by leveraging cutting-edge call flow design techniques and the latest features in Architect for Genesys Cloud.
• Access additional resources and a community of experts, fostering continuous learning and improvement in call flow design and implementation.

Requirements

• Basic computer literacy: Participants should be familiar with basic computer operations and be comfortable using a web browser and navigating web-based applications.
• Familiarity with contact center concepts: A basic understanding of contact center operations, including concepts like call routing, IVR, queues, and agent handling, will be helpful for participants to grasp the content effectively.
• Genesys Cloud account: To practice building call flows in Architect and follow along with the course material, participants should have access to a Genesys Cloud account. If a participant doesn't have an account, they can sign up for a trial account or use their organization's existing Genesys Cloud instance.
• Interest in customer experience and contact center technology: This course is designed for individuals who are passionate about customer experience management and improving contact center operations. A strong interest in these topics will help participants stay engaged and motivated throughout the course.
• While not strictly required, prior experience with customer service or contact center operations can be beneficial for better understanding the practical applications of the course material. However, the course is designed to be accessible even for beginners with little to no prior experience in the field.

Target audience

• Professionals working in contact centers or customer service who want to improve their understanding of Genesys Cloud and call flow design, with a focus on using Architect to create and manage call flows.
• Students pursuing a career in contact center technology, customer experience, or related fields, who want to gain practical skills and knowledge about Genesys Cloud and call flow management.
• IT professionals responsible for implementing, managing, or maintaining contact center solutions using Genesys Cloud, who want to enhance their understanding of call flow design and best practices.
• Managers or supervisors overseeing contact center operations, who are looking to optimize their call routing strategies and improve customer experience through effective call flow design.
• Individuals interested in upskilling or transitioning to a career in contact center technology or customer experience management, who want to learn the fundamentals of call flow design and integration with Genesys Cloud.