GENESYS CLOUD CX – ADMINISTRATION & CONFIGURATION

1876 Ratings

Genesys Cloud CX Administration & Configuration Training in India

EDUBRIGHTS Institute offers industry-focused Genesys Cloud CX Administration & Configuration training designed to build job-ready skills in modern cloud-based contact center platforms and customer experience (CX) technologies.

Gain hands-on expertise in Genesys Cloud CX, widely used by enterprises for omnichannel communication, cloud contact center management, and AI-driven customer engagement.

Why Choose Our Genesys Cloud CX Training?

Expert-led live online training sessions -Hands-on experience with Genesys Cloud CX administration and configuration
Real-world labs covering user setup, call flows, routing, integrations, and reporting
Practical exposure to cloud deployment, system management, and troubleshooting
Placement support with resume building and mock interviews
Customized corporate training programs for CX and IT teams

Call Course Advisor

₹29999

₹50000

GENESYS CLOUD CX – ADMINISTRATION & CONFIGURATION thumbnail

Enroll Now View Syllabus

Course Objectives

Popular Techniques Covered in This Course

Get Hands-on Knowledge about Real-Time Projects

Curriculum

Module 1: Introduction to Genesys Cloud CX

Overview of Genesys Cloud CX architecture and AWS-based infrastructure
Navigating the Genesys Cloud admin console and UI
Understanding contact centre concepts: ACD, IVR and omnichannel routing

Module 2: Organisation & User Setup

Configuring divisions, sites and locations
Creating users, roles and permissions
Assigning licences and managing user profiles

Module 3: Routing & Queue Configuration

Building queues and configuring routing rules
Skills-based, priority-based and predictive routing
Configuring wrap-up codes and after-call work settings

Module 4: IVR & Flow Design

Building call flows with Architect (flow designer)
Configuring IVR menus, prompts and data dips
Digital and messaging flows for chat, email and SMS

Module 5: Telephony & Carrier Setup

DID number management and caller ID configuration
Cloud media services and BYOC (Bring Your Own Carrier)
Edge device configuration and on-premise connectivity

Module 6: Workforce Management

Forecasting, scheduling and adherence tracking
Agent activity codes and schedule administration
Real-time and historical WFM reporting

Module 7: Reporting & Analytics

Building custom reports and dashboards
Speech and text analytics configuration
Genesys Cloud analytics API and data export

Receive Training From Our Skilled and Effective Trainers

Genesys Cloud CX Certified Professionals All instructors are Genesys Cloud CX certified with deployment experience across contact centres of 50 to 5,000 agents in retail, financial services and utilities.

Omnichannel Implementation Experience Trainers have configured voice, chat, email, SMS and social media routing providing comprehensive omnichannel expertise.

Architect Flow Design Specialists With deep Genesys Architect experience, instructors guide learners through complex IVR and digital flow design.

Workforce Management Knowledge Instructors bring WFM expertise covering forecasting, scheduling and adherence monitoring.

Active Genesys Community Members Our trainers participate in the Genesys Community, G-Summit events and the Genesys Beyond certification programme.