Elevate Your Customer Experience and Boost Agent Productivity with Expert Call Flow Strategies
What you will 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.
Description
“Genesys Cloud Architect: Building Call Flows” is a comprehensive course designed to provide students and professionals with the essential knowledge and skills required to create, deploy, and manage call flows effectively in a contact center environment. Through a series of practical, hands-on modules, participants will learn the fundamentals of call flow design, advanced routing techniques, and best practices for integrating call flows with Genesys Cloud components.
Starting with an introduction to Genesys Cloud and Architect, the course takes learners through the entire process of designing and implementing call flows, including setting up Architect, working with basic and advanced call flow components, and integrating call flows with Genesys Cloud queues, users, groups, and IVR systems. Participants will also gain valuable insights into testing, debugging, and deploying call flows, as well as monitoring and optimizing call flow performance for improved contact center efficiency and customer experience.
Designed for both beginners and experienced professionals, this course is ideal for contact center agents, supervisors, managers, IT professionals, and anyone interested in mastering the art of call flow management in Genesys Cloud. By the end of the course, participants will be equipped with the practical knowledge and skills needed to create, deploy, and optimize call flows that deliver exceptional customer experiences and drive contact center success.
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