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Interaction Center Certified Engineer Study Guide
How to Study the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
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We recommend the following course prerequisites prior to beginning ICCE:
- Configuring Call Flows
- Administering the CIC System
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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.
Genesys GE0-601 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Analytics | - Performance dashboards - Interaction and queue analytics |
| Troubleshooting and Best Practices | - System monitoring and issue resolution - Contact flow debugging |
| Administration and Configuration | - Queues, divisions, and permissions - User and role management |
| Call Routing and Contact Flows | - Inbound and outbound routing logic - Architect flows configuration - Skills-based and data-driven routing |
| Genesys Cloud Architecture and Core Concepts | - Platform architecture overview - Multi-tenant cloud fundamentals - Core components and services |
| Digital Channels and Omnichannel Handling | - Email, chat, and messaging channels - Workgroup and queue management |
| Integrations and APIs | - API fundamentals and authentication - CRM and third-party integrations |
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