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We recommend the following course prerequisites prior to beginning ICCE:
- Administering the CIC System
- Configuring Call Flows
For more info read reference:
Interaction Center Certified Engineer Study Guide
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Who should take the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
This course is intended for implementers of PureConnect, or other technical positions in charge of implementing their Genesys Interaction Hub.
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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 |
|---|---|
| Topic 1: Digital Channels and Omnichannel Handling | - Workgroup and queue management - Email, chat, and messaging channels |
| Topic 2: Reporting and Analytics | - Interaction and queue analytics - Performance dashboards |
| Topic 3: Administration and Configuration | - Queues, divisions, and permissions - User and role management |
| Topic 4: Call Routing and Contact Flows | - Skills-based and data-driven routing - Architect flows configuration - Inbound and outbound routing logic |
| Topic 5: Troubleshooting and Best Practices | - Contact flow debugging - System monitoring and issue resolution |
| Topic 6: Integrations and APIs | - API fundamentals and authentication - CRM and third-party integrations |
| Topic 7: Genesys Cloud Architecture and Core Concepts | - Platform architecture overview - Multi-tenant cloud fundamentals - Core components and services |
