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Genesys University

CurriCulum Guide
11th edition

hank you for your interest and for recognizing that training is an important element of your Genesys University deployment.

The Genesys product suite is rich with features that will distinctly differentiate you from your competitors. We offer blended training environments; our classroom are composed of self study, virtual classroom and online instructor -led training, as well as traditional classroom training. Regardless of the training method you choose you will always receive a professional learning experience. Genesys University remains the best resource for acquiring superior, comprehensive and relevant education on Genesys products. We are committed to helping you achieve your goals and integrating the latest learning trends with the widest possible range of training. Additionally, the skills you acquire at Genesys University will help you achieve business goals and reduce your overall costs. On Behalf of Genesys University Worldwide, I would like to thank you for allowing Genesys to be a part of your training consideration. Welcome to Genesys University! Best Regards,

Valerie Scavinner Vice President, Education & Partner Programs Enterprise

CONTENTS
Getting on the right Path...............................................................................................................................2 your Path starts Here........................................................................................................................................3 training the Way you Want it www.genesyslab.com/GU/trainingdeliverymodels..........................................4 role-Based Paths www.genesyslab.com/GU/role-basedpaths......................................................................... 5-7
. . . System.Administrator/Consultant.Track...............................................................................................................5 Developer.Track.........................................................................................................................................................6 Operator/Supervisor/Manager/Agent.Track......................................................................................................7 .

Genesys University training Passport www.genesyslab.com/GU/trainingpassport.............................. 8 Genesys Certified Professional Program www.genesyslab.com/GU/GCP......................................9-15 Course summary Descriptions www.genesyslab.com/GU/coursedescriptions....................................16-27.
. Customer.Interaction.Management.Platform/Framework........................16. All.Products......................................................................................................17. Genesys.Inbound.Voice...................................................................................17. Reporting.And.Analytics................................................................................19. Application.Development.............................................................................. 20. Genesys.IP.Contact.Center.Solutions.........................................................21. Genesys.Workforce.Management..................................................................21. Customer.Based.Training...............................................................................21. eServices.7...................................................................................................... 22. intelligent.Workload.Distribution............................................................... 22. Genesys.Outbound.Voice............................................................................... 23. Self-Service.................................................................................................... 24. VoiceXML.......................................................................................................... 25. Genesys.Customer.Interaction.Portal.(GCIP)............................................ 25. Genesys.Gplus.Adapters................................................................................ 26. Architecture.................................................................................................... 26. . Virtual.Hold.Technology................................................................................ 26. Genesys.Quality.Management.Certified.Engineer.................................... 27

Quality Conversations.....................................................................................................................................28 registering for Courses www.genesyslab.com/GU/registering.....................................................................29 Customer-specific training www.genesyslab.com/GU/customerspecifictraining................................ 30-31 success story....................................................................................................................................................... 32 Contact Details Genesys University Worldwide www.genesyslab.com/GU/contact.............. 33

Getting on the Right Path


What Courses should i take?
Genesys University offers a wide variety of training choices to accommodate many unique student needs. To help you with selecting the courses that are best for you, we have designed curriculum maps. These are recommended learning paths based on your role and/or the Genesys solution installed. Genesys University representatives can assist you in preparing a complete training plan customized to your needs.

Course names and Codes


Genesys University courses are identified by a course name as well as course code. Course codes are an abbreviated way for you to conveniently refer to course names and identify course types (e.g. an overview vs. an installation course). A course code is comprised of three letters, with the last letter denoting the course type.

Your Path Starts Here


Course type
OvervieW OPerAtiOns

Letter Code O P
All.roles

Audience

example
GEO.=.Genesys.Outbound,.WFM.and. GVP.Overview WFP.=.Configuring,.Forecasting.and. Scheduling.with.Workforce.Manager GVI.=.Genesys.Voice.Platform.. Installation.and.Configuration IMD.=.Info.Mart.Report.Development ARS.=.CC.Analyzer.Reporting.. for.Supervisors PGM.=.Putting.Genesys.to.Work WFA.=.Using.Workforce.Manager.Web. for.Agents GVT.=.Genesys.Voice.Platform.. Troubleshooting.Workshop FWK.8-PUP.=.Framework.8.Product. Update FWK.8-FND.=.Framework.8.Foundation SIP.8-DPL.=.SIP.8.Deployment COMV.8-DEV.=.Composer.8.for.. Voice.Applications FRO-V.=.Framework.Overview.-.online FWK.8-FND-VC.=.Framework.8.. Foundation..Virtual.Classroom BRD-S.=.Build.Basic.Routing. Strategies..Self-Study ARD-L.7.=.Building..Advanced..Routing. Strategies.7..Post.Training.Lab

Technical.Administrators,.Operations. Managers Customers:.System.Administrators.and. Technical.Support.Staff Partners:.Consultants,.Technical.Support Developers Contact.Center.Supervisors/Team.Leaders Project.Managers,.Managers.and.. Technical.Architects Contact.Center.Agents Customers:.System.Administrators,. Technical.Support.Staff Partners:.Consultants,.Technical.Support Please.contact.your.local.registrar All.roles Customers:.System.Administrators.and. Technical.Support.Staff Partners:.Consultants,.Technical.Support Developers Same.as.instructor-led.version.of.. the.course Same.as.Instructor-led.version.of.. the.course Same.as.instructor-led.version.of.. the.course Follow-up.Training

teCHniCAL DeveLOPer sUPervisOr MAnAGers AGents

I D S M A

trOUBLesHOOtinG

PrODUCt UPDAte FOUnDAtiOn DePLOyMent

PUP FND DPL

DeveLOPMent OnLine trAininG virtUAL CLAssrOOM trAininG (sAMe As OnLine trAininG) seLF-stUDy POst trAininG LAB

DEV V

VC

S L

Training The Way You Want It


standard Classroom instruction - Classroom instruction, with over 35 courses to choose from,
is led by seasoned and knowledgeable instructors staffing each of our 9 training centers located around the world. Classrooms are equipped with state-of-the-art workstations installed with Genesys software for an interactive hands-on training experience.

On-site training - On-site training is the cost-effective solution for organizations that need group training. Employees minimize travel expenses and time away from the office. The curriculum is the same in content and material for on-sites as our public trainings. All Genesys University courses are available for on-site training. Online instructor-Led training - Led by the highly skilled instructors from Genesys University,
our online training is specifically designed for students who are not able to travel. With online training you will receive the full classroom experience. The training provides access to the Genesys environment for hands-on exercises and virtual classroom. There are numerous opportunities to interact, ask questions and have discussions.

Customized training - Custom training addresses a training need that is outside the scope of our standard curriculum. We will carefully assess your training requirements and create a curriculum specifically tailored to your needs. A customized training curriculum package may encompass varying skill levels, job roles, project phases and/or specific Genesys Solutions. Post training Lab - Genesys University offers Anytime, Anywhere follow-up learning with the post
training labs. The post training labs allow follow-up on skills and knowledge acquired during the instructor led training. The student is given access to the Genesys University Online Hosted Lab Solution. The lab can be scheduled to accommodate individual time restrictions and is available 24 hours a day, 7 days a week.

Computer-Based training - Computer-based training allows for on-the-job, on-demand agent and supervisor training. The computer -based training modules are delivered via CD and are packaged as Genesys licensed software. This allows the customer to deploy in a variety of ways; CD sharing, training room, or uploading to a local server for reviewing at individual workstations. Mobile Classroom and remote Lab environment - Mobile classroom refers to an on-site
training where equipment provided by Genesys is used. Genesys University loads the necessary number of laptops with the Genesys software for the relative courses. The laptops are then shipped to the customers training site. A Genesys instructor will arrive prior to the scheduled training date to prepare the equipment. With the remote lab students connect to the training environment through an internet connection. This method is especially helpful if classroom machines do not meet the necessary requirements for standard delivery.

self-study - Our self-study kits have been designed to accommodate individual learning preferences.
They are ideal for students who require maximum flexibility in their learning environments. The activities are structured and provide access to an instructor. The kits are accessible for 21 days from the day you choose. Each kit provide comprehensive Genesys knowledge.

Role-Based Paths
system Administrator/Consultant track
Framework 8 Foundation FWK 8-FnD - 1 day Framework 8 Deployment FWK 8-DPL - 4 days inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days

Customer. Interaction. Management. Platform.and. Inbound.Voice.8. GCIP.for.Service. . Providers.7

Framework 8 Foundation FWK 8-FnD - 1 day

Framework 8 Deployment FWK 8-DPL - 4 days

inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days

Genesys voice Platform implementation 7 Gvi 7 - 3 days

GCiP for end Users 7 CPP 7 - 2 days

GCiP for service Providers 7 CPi 7 - 3 days

info Mart 8 Deployment inF 8-DPL - 3 days

Info.Mart.8

Framework 8 Foundation FWK 8-FnD - 1 day

Outbound Contact 8 Foundation OCC 8-FnD -1 day Genesys iP Foundations 8 siP 8-FnD - 1 day Building Basic routing strategies 7 BrD - 4 days

Operating Outbound 8 OCC 8-OPB - 2 days

Outbound Contact 8 Deployment OCC 8-DPL - 2 days

Outbound.8

Framework 8 Foundation FWK 8-FnD 1 day

Framework 8 Deployment FWK 8-DPL 4 days

inbound voice routing and solution reporting Or 8 Deployment irr 8-DPL- 5 days

siP server 8 Deployment siP 8-DPL - 3 days eservices Foundations 7 esF 7 - 2 days iWD Applicaton and Configuration 7 iWi-APP - 3 days eservices installation and Configuration 7 esi 7 - 2 days

SIP.Server.8

eServices.7

intelligent.Workload. Distribution.7 intelligent.Workload. Distribution.8 Genesys.Voice. Platform.8.

Framework 8 Foundation FWK 8-FnD - 1 day

Framework 8 Deployment FWK 8-DPL - 4 days

inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days Framework 8 Deployment FWK 8-DPL - 4 days

iWD 8 Deployment iWD 8-DPL - 5 days

Framework 8 Foundation FWK 8-FnD - 1 day Framework, Universal routing and solution reporting Overview 7 rrO - 2 days

GvP 8 Foundation GvP 8-FnD - 1 day

GvP 8 Deployment GvP 8-DPL - 5 days

Genesys voice Platform Overview 7 GvO - 1 day

Architecture Workshop 7 GAi - 3 days

iP Architecture Workshop 8 siP 8-Ar - 2 days

Architecture

Framework 8 Foundation FWK 8-FnD - 1 day

Framework 8 Deployment FWK 8-DPL- 4 days

inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days

Gplus Adapter for siebel installation and integration 7 Gsi - 5 days

Siebel.Adapter. . Implementation

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Role-Based Paths
Developer track
Building Basic routing strategies 7 BrD - 4 days 3 - 6 Months experience Designing, Creating and testing routing strategies in a Production environment Building Advanced routing strategies 7 ArD - 5 days

Development.of. . Routing.Strategies.7

Framework 8 Foundation FWK 8-FnD - 1 day

inbound voice routing 8 Foundation inBv 8-FnD - 1 day

inbound voice routing 8 and strategy Development Using Composer COMr 8-Dev - 4 days

Development.of. . Routing.Strategies.8

Basic reporting Design 7 rBD - 4 days

Advanced reporting Design 7 rAD - 4 days

. Solution.Reporting. .
Development.7

> Knowledge of either Java or net is essential > Familiarity with the XML Path Language (XPath) is useful > Access to Genesys Dev Zone which requires students to register for access at least one week prior to course: visit: www.genesyslab.com/developer Platform and interaction sDK Workshop for Developers 7 PiD - 5 days

SDK.Application. Development.7

eservices Foundations 7 esF7 - 2 days

Building Basic routing strategies 7 BrD - 4 days

eservices Workflow Design 7 esD7 - 2 days

eServices.7

info Mart report Development 7 iMD - 2 days

Info.Mart.Report.Development.7

GvP 8 Foundation GvP 8-FnD - 1 day

Composer 8 for voice Applications COMv 8-Dev - 4 days

Composer.8.for.Voice.Applications

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Role-Based Paths
Operator track
Customer.Interaction. Management.Platform. and.Inbound.Voice.7 Interactive.Insights.7
Operating Customer interaction Management Platform: inbound voice, routing and reporting 7 sOP - 5 days interactive insights for Business Operations 7 iOP - 2 days Outbound Contact 8 Foundation OCC 8-FnD - 1 day Operating Outbound 8 OCC 8-OPB - 2 days

Workforce. Manager.8*

Workforce Manager 8 Operation WFM 8-OPt - 5 days

Outbound.8 intelligent.Workload. Distribution.8 Genesys.Voice.Platform.7

*This.course.is.intended.for. Forecasters.and.Schedulers

iWD intelligent Workload Distribution 8 Business Operations iWD 8-OPB - 1 day Genesys voice Platform Oveview 7 GvO - 1 day

Operate GvP 7 GOP 7 - 1 day

supervisor track
Inbound.Voice.7
Configuring and Monitoring a Contact Center with CCPulse+ 7 CCs - 2 days Configuring and Monitoring a Contact Center with CCPulse+ 7 CCs - 2 days CC Analyzer reporting for supervisors 7 Ars - 2 days

Workforce. Manager.8

Using Workforce Manager Web for supervisors 8 WCs - 60 - 90 minutes

Outbound.7

Outbound Campaign Management 7 CMs - 2 days

Manager track
All.Solutions Customer.Interaction. Management.Platform.and. Inbound.Voice
Putting Genesys to Work 7/8 PGM - 2 days Framework 8 Foundation FWK 8-FnD - 1 day Framework, Universal routing and solution reporting Overview 7 rrO - 2 days

Or

Outbound.7,.Workforce. . Manager.and.GVP.7

Framework, Universal routing and solution reporting Overview 7 rrO - 2 days

Genesys Outbound, WFM and GvP 7 Overview GeO - 2 days

Agent track
Workforce.Manager.8
Using Workforce Manager Web for Agents 8 WCs - 60-90 minutes

Quality.Conversations

Quality Conversations (web-based training, made of 26 e-Learning modules) 9 hours

*This.course.is.intended.for.Forecasters.and.Schedulers

Genesys University training Passport


The Ticket to Expanding Your CTI Training Horizons
*GU.Passports.Are.Not.Subject.to.Any.Discounts
Set your contact center on the road to success and self-sufficiency with the Genesys University Training Passport. Whether your goal is to take multiple courses to acquire in-depth knowledge for a particular role or gain an industry-recognized contact center certification from the Genesys Certified Professional program, the Training Passport is the most cost-effective solution. This is ideal for Genesys contact centers that will focus on a select few team members as the "Genesys Experts" to manage the entire Suite. The program is quite simple: for one package price, you can attend an unlimited number of Genesys University courses within a 12-month period. Benefits to you include: > Significant savings at more than twenty days of training (which equates to about 4-6 courses), savings can be achieved. Savings increase as you take even more courses or certification exams. > Skills and certification simultaneously gain the skills you need to fulfill your job role and achieve a Genesys certification. The Passport entitles the holder to a 100% discount voucher toward each available certification exam. > Reduced administration issue only one purchase order and then simply register for as many courses as you would like. > Meet your training goals and objectives commit yourself to a year of training in areas that align with your organizations strategic goals and technology investments. Our online registration system allows you to maintain a training profile that tracks the courses you have taken.
Path example Inbound Voice with Outbound, 15 days

Framework 8 Foundation FWK 8-FnD - 1 day

Outbound Contact 8 Foundation OCC 8-FnD - 1 day

Framework 8 Deployment FWK 8-DPL - 4 days

Operating Outbound 8 OCC 8-OPB - 2 days

inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days

Outbound Contact 8 Deployment OCC 8-DPL - 2 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Genesys Certified Professional Program


Genesys Certified Professional Program (GCP) Overview
The Genesys Certified Professional (GCP) program is a prestigious professional studies endeavor, affording you an industry recognized designation for supporting Genesys products.
Not only does a Genesys professional certification deliver the best possible return on your company's investment, it may also fulfill some of the requirements needed by partners to achieve Gold Certified Partner status. Genesys University emphasizes that the GCP program is a serious undertaking, requiring a commitment to personal preparation, study, and on-the-job experience.

Genesys Certified Professional v7 system Consultant for inbound voice (GCP7-Civ) Preparatory track
Framework Overview 7 FrO - 1 day Framework installation and Configuration 7 Fri - 4 days routing and reporting installation and Configuration 7 rri - 5 days Certification Preparation Class for Civ CPC7-Civ - 2days

Genesys Certified Professional v7 Developer for inbound voice routing (GCP7-Div) Preparatory track
Framework Overview 7 FrO - 1 day Building Basic routing strategies 7 BrD - 4 days 3 - 6 Months experience Designing, Creating and testing routing strategies in a Production environment Building Advanced routing strategies 7 ArD - 5 days Certification Preparation Class for Div CPC7-Div - 2 days

Genesys Certified Professional v7 system Consultant for Genesys voice Platform (GCP7-CvP) Preparatory track
Genesys voice Platform Overview 7 GvO - 1 day Operate Genesys voice Platform 7 GOP - 1 day Genesys voice Platform implementation and Configuration Gvi -3 days

Genesys Certified Professional v7 system Consultant for info Mart (GCP7-CGiM) Preparatory track
Framework Overview 7 FrO - 1 day Framework installation and Configuration 7 Fri - 4 days routing and reporting installation and Configuration 7 rri - 5 days info Mart installation and Configuration 7 iMi - 3 days info Mart report Development 7 iMD - 2 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

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Genesys Certified Professional Program


Genesys Certified Professional v7 system Consultant for Workforce Management (GCP7-CWFM) Preparatory track
Configuring, Forecasting, and scheduling with Workforce Manager 7 WFP - 5 days Framework Overview 7 FrO - 1 day

Or

Framework, Universal routing, and solution reporting Overview 7 rrO - 2 days

3 - 6 Months experience supporting and Maintaining a Genesys WFM installation

Genesys Certified Professional v7 scheduler/Planner for Workforce Management (GCP7- sWFM) Preparatory track
Configuring, Forecasting, and scheduling with Workforce Manager 7 WFP - 5 days 3 - 6 Months experience supporting and Maintaining a Genesys WFM installation

Genesys Certified Professional v7 system Consultant for Genesys siP server (GCP7- CsiP) Preparatory track
Framework Overview 7 FrO - 1 day Framework installation and Configuration 7 Fri - 4 days routing and reporting installation and Configuration 7 rri - 5 days

Or

Building Basic routing strategies 7 BrD - 4 days

iP Product Overview 7 iPO - 1 day

siP server installation and Configuration 7 ssi - 3 days

iP Architecture Workshop 7 iAi - 2 days

Genesys Certified Professional v7 system Consultant, Genesys Outbound voice (GCP7-COv) Preparatory track
Framework Overview 7 FrO 7- 1 day Framework installation and Configuration 7 Fri 7- 4 days Outbound Campaign Management 7 CMs 7 - 2 days Outbound Contact installation and Configuration OCi 7 - 2 days

Genesys Certified Professional v7 system Consultant for iWD solution (GCP7- iWD) Preparatory track
Framework Overview 7 FrO 7 - 1 day Framework installation and Configuration 7 Fri 7 - 4 days routing and reporting installation and Configuration 7 rri 7 - 5 days iWD and eservices Foundations 7 iWF 7 - 2 days iWD and eservices installation and Configuration 7 iWi 7 - 2 days iWD Application installation and Configuration 7 iWD-APP 7 - 2 days Building Basic routing strategies 7 BrD 7 - 4 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Genesys Certified Professional Program


Genesys Certified Professional v8 system Consultant forinbound voice (GCP8-Civ) Preparatory track
Framework 8 Foundation FWK 8-FnD - 1 day Framework 8 Deployment FWK 8-DPL - 4 days inbound voice routing and solution reporting 8 Deployment irr 8-DPL - 5 days

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Genesys Certified Professional v8 system Consultant for Genesys voice Platform (GCP8- CvP) Preparatory track
Framework 8 Foundation FWK 8-FnD - 1 day Genesys voice Platform 8 Foundation GvP 8-FnD - 1 day Framework 8 Deployment FWK 8-DPL -4 days Genesys voice Platform 8 Deployment GvP 8-DPL - 3 days

Genesys Certified Professional v8 system Consultant for Outbound voice (GCP8-COv) Preparatory track
Framework 8 Foundation FWK 8-FnD - 1 day Outbound Contact 8 Foundation OCC 8-FnD - 1 day Outbound Contact 8 Deployment OCC 8-DPL -2 days

Operating Outbound 8 OCC 8-OPB - 2 days

Genesys Certified Professional v8 system Consultant for siP server (GCP8- CsiP) Preparatory track
Framework 8 Foundation FWK 8-FnD - 1 day Framework 8 Deployment FWK 8-DPL - 4 days siP server 8 Deployment siP 8-DPL -3 days

Genesys iP Founddation siP 8-FnD - 1 day

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

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Genesys Certified Professional Program


Why Genesys Customers Choose to Achieve a Genesys Certification
SAVE: A certified technical staff means less dependence on third-party integrators for modifications and enhancements as the contact center grows. PERFORM: Great customer service is an organization-wide responsibility. A certified technical staff means quicker resolutions to any unexpected issues, as well as more impressive application of Genesys capabilities all of which serve to enhance the customer experience. EXECUTE: Certified individuals contribute to the success of the company because they have the knowledge and expertise to implement, operate and/or troubleshoot Genesys components that are integral to customer success.

Why Genesys Partners Choose to Achieve a Genesys Certification


STAND-OUT: Genesys certifications are the recognized benchmark in the contact center industry. WIN: Certified partners are more likely to win bids since customers have more confidence in partners who can verify their skills and knowledge. PROMOTE: Genesys supports our certified partners by promoting them on our Web site. Additionally, any certified individual can incorporate the Genesys Certified Professional logo on business cards, acknowledging their achievements.

How Do i Prepare for Certification?


After attending the preparation courses we highly recommend the following: > Use Genesys products as much as possible before you attend the exam. > Check the technical documentation for more details around the course topics. The exams include some knowledge of the technical documentation. > Review methods for contacting Technical Support and how to get additional information from Knowledge Base and Tech Tutorials > Focus your attention in understanding and knowledge of: Architecture Call Flows with Events and Requests (incl. different call types and situations) Logfiles, -storage, -events Server Options of common Genesys Server applications > Exam Detail and Study Guides that provide specific skill set requirements and sample questions are available for download from the Genesys University website at: GCP Certification Exam Study Guides

exam Content
The exams are comprised of a variety of question types: true/false, multiple choice, multiple response, and brief scenarios. Exams are completely closed book. Documentation CDs, laptops, PDAs or any other types of assistance are not allowed. The exams are timed and will range from 2 to 2.5 hours. Exams are currently given only in English (except in Japan). Exam candidates in non-English speaking countries are allotted 3 hours to take the exam. Students in English speaking countries who are non-native English speakers or require any other special accommodations may get an additional 30 minutes, as long as the request is made in advance of registration. The Prometric Special Accommodations department manages all special requests. Contact them at specialconditions@prometric.com or +1800 443-1684.

Genesys Certified Professional Program


taking the exam
Please arrive to the testing center 30 minutes prior to your appointment to complete the necessary exam preparation. You will need to provide two forms of identification, one with photo ID. A Prometric proctor will get you started and monitor the room regularly.You will be required to accept the terms of a Candidate Agreement, which will be presented just before the certification exam begins. The Candidate Agreement lays out the terms, conditions, and confidentiality required of potential candidates and outlines the use of the Genesys Certified Professionals (GCP) logo on personal business cards. Your allotted time begins when you accept the candidate agreement and you are presented with the first question.

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exam results
The exams are based on standard test and scoring theory. There are no partial credit awards on multiple-point questions. Scores are based on the overall number of correct answers. Information on the passing rate required for each exam is provided in the individual exam study guides. When finished, candidates will be notified immediately whether they passed or failed their exam. The test center will provide a printed score report. As part of our policy, exams are not returned or reviewed with test candidates

re-take Policies
If you do not pass an exam, you may choose to retake it, but you must wait at least 10 days before you may retake a failed exam. To schedule a retake exam, please follow the standard process of registering for an exam. Genesys may not extend an official certification designation to any exam candidate who passes an exam in violation of the 10-day re-take policy. In addition, exam candidates who attempt and fail the same exam 3 times within a 12-month period will not be awarded a certification designation until there has been a 12-month waiting period after the last failed exam.

GCP e-Certificates
While exam candidates will find out immediately upon test completion whether or not they passed their exam, candidates will not receive the official Genesys Certified Professional designation from Prometric. Genesys will process each candidates exam and award those eligible for Genesys Certified Professional status. Approximately three weeks after the exam is completed, we will send all eligible candidates an email with their print-ready, e-Certificate and GCP logo. The Genesys Certified Professional logo is provided to you for incorporation with your personal business stationary It is important, therefore, that all candidates make sure that their contact information and profile information is accurate when registering on the Prometric registration site. Errors in candidates contact information can cause delays in processing GCP certification.

Maintaining and Updating Certifications


Starting Q3, 2007, all candidates who achieve a Genesys Certified Professional designation will be considered as having achieved an individual professional certification that is valid for three years from the date of their exam. All individuals who achieved Certified Genesys Engineer (CGE6) or a Genesys Certified Professional (GCP7) certifications prior to Q3 2007 will continue to be considered as having achieved an individual professional certification until the 2nd major product version release from the original release corresponding to their certification. (Genesys Partners, however, may be required to update their certification designations to apply for or maintain their partner status. Contact the Genesys Partner Organization for more information.)

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Genesys Certified Professional Program


Please note: All CGE6 and GCP7 individual professional certifications are limited to the Genesys products and version identified by their certification. For example, a CGE6 certification designates Genesys version 6 only. All Candidates who achieve their individual professional certifications after June 30, 2007, will be required to renew their certifications after three years (from the date of their exam) regardless of the number of Genesys major products that have been released since the date of their certification exam.

Genesys version 6 or Older Certification exams


All individuals who passed the original GCS7-CTI exam were automatically granted the GCP7-CIV certification.

Genesys version 6 exams

> Certified Genesys Engineer 6 (CGE6) > Certified Genesys Routing Professional 6 (CGRP6)

Note: At the end of Q2 2007, Genesys University no longer offered version 6 certification exams through Prometric. If you are certified as CGE6 or CGRP6, you did not lose your certification when we phased out the version 6 exams. Your certification is limited, however, to the version of Genesys for which you are certified. Please contact your local Genesys University Training Center to discuss any questions you may have about your version 6 certification designation or upgrading to version 7. You can also check the GU website for more details:

Genesys Certified Professional Program


If you hold a CGE or CGRP certification for Version 5.x or 6.x you need to take the Genesys 7 equivalents to upgrade your certification. For CGE6, take the Genesys Certified Professional 7 System Consultant, Inbound Voice (GCP7-CIV) exam. For CGRP6, take Genesys Certified Professional 7 Developer, Inbound Voice Routing Strategies (GCP7-DIV) exam. Genesys highly recommends attending the full preparation track before attempting these exams (see Certified Preparatory Tracks) as between Version 5.x and 7.x, many new functionalities were introduced in addition to the architecture and technology changes. Genesys no longer recognizes the component exam structure for the Genesys 6 exams. Even if you passed one of the component exams, you will be required to sit the full single exam at Version 7 to qualify for your certification. Note: Genesys has the right to change the requirements associated with obtaining or maintaining Genesys Certifications at any time. Please contact Genesys if you have any questions regarding any updates to the Genesys Certification requirements.

For More information


Please refer to the Genesys University Training Website for more details on training: http://www.genesyslab.com/training/ For detailed information on the certified preparatory tracks and course details, visit: http://www.genesyslab.com/training/certification_programs.asp The Prometric web-site can be found at: http://www.prometric.com.

Genesys Certified Professional Program


Where Can i take a Genesys Certification exam?
Prometric is a worldwide provider of technology-based testing services. Certification exam candidates can easily register with Prometric and take a certification exam at a time and location convenient to them with over 3,000 testing centers worldwide to choose from!

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How Do i register for an exam?


Exam candidates must first contact their local Genesys Training Center before registering for an exam. They should remember to ask if they are eligible for an exam discount before paying their exam fees. Candidates will be given a certification voucher code to use when registering for their exam on the Prometric web site. During the registration process, the candidate will enter the electronic voucher number as the method of payment. Follow these steps to register for an exam: > Contact your local Genesys Training Center to prepay and obtain an exam voucher code. > Go to the Prometric website: http://www.prometric.com/Genesys/default.htm and select one of the Get Started options > Select Schedule an Appointment > Select your Country and State > Confirm the Client and Program (Genesys) > Confirm your agreement with the exam terms > Follow the instructions (select your exam, exam site, and schedule your appointment. > You will be asked to log-in or complete a profile for a New User. You will be directed to a web page to choose a Date and Time for your exam. > A summary of your enrollment will appear. You will be asked to enter your exam voucher number at the top of the page. > Click Commit Registration if all information is accurate. > You will be sent a confirmation email with FAQs for taking an exam at Prometric. Be sure to keep informed of upcoming certifications by subscribing to receive Genesys University communications at: www.genesyslab.com/about/contact/subscribe.asp.

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Course Summary Descriptions


Customer Interaction Management Platform/ Framework
FrAMeWOrK 8 PrODUCt UPDAte (FWK 8-PUP)
Framework 8 Product Update focuses on new features, new GUI, and new deployment procedures in Genesys Framework version 8. Students perform hands-on activities deploying and provisioning Framework 8 components. This course includes the following topics: Overview of Framework 8 new features, Genesys Administrator deployment, Framework 8 component deployment with Genesys Administrator, Provisioning with Genesys Administrator, and Migration. Prerequisites:
FRI 7

Duration:
2 days

FrAMeWOrK 8 FOUnDAtiOn (FWK 8-FnD)


Framework 8 Foundation gives students an introduction to the technical architecture of the Genesys Framework. Students see demonstrations and have discussions about the role of Framework within the Customer Interaction Management Platform and the CTI context. This course includes the following topics: CIM Platform, Configuration Layer, User Interaction Layer, Management Layer, Media Layer, Contact Center Objects, and Interaction Flows. Framework 8 Foundation is the starting point for most other courses in the Genesys University curriculum. Prerequisites:
Working knowledge of a Microsoft Windows Platform; Knowledge of basic telephony concepts

Duration:
1 day

FrAMeWOrK 8 DePLOyMent (FWK 8-DPL)


Framework 8 Deployment focuses on the concepts and skills needed to plan, install, configure, and troubleshoot the Genesys Framework successfully. Students perform hands-on activities installing and configuring Framework components. This course includes the following topics: deployment of the Framework Layers, logging, licensing, troubleshooting, introduction to high availability, and configuring alarm conditions and reactions.

Prerequisites:
FWK 8-FND; Enterprise-level system installation or integration experience; Familiarity with an enterprise-level Database Management System.

Duration:
4 days

FrAMeWOrK OvervieW 7 (FrO)


Framework Overview gives students an introduction to the technical architecture of the Genesys Framework. Students see demonstrations and have discussions about the role of Framework within the Customer Interaction Management Platform and the CTI context. This course includes the following topics: CIM Platform, Configuration Layer, Management Layer, Media Layer, Contact Center Objects, and Interaction Flows. Framework Overview is the starting point for most other courses in the Genesys University curriculum. Prerequisites:..
Working knowledge of a Microsoft Windows Platform Knowledge of basic telephony concepts

Duration:..
1 day

FrAMeWOrK instALLAtiOn AnD COnFiGUrAtiOn 7 (Fri)


Framework Installation and Configuration focuses on the concepts and skills needed to plan, install, configure, and troubleshoot the Genesys Framework successfully. Students perform hands-on activities installing and configuring Framework components. This course includes the following topics: installation and configuration of the Framework Layers, logging, licensing, troubleshooting, introduction to high availability, and configuring alarm conditions and reactions.

Prerequisites:..
Framework Overview (FRO) or Universal Routing and Solution Reporting Overview (RRO) Enterprise-level system installation or integration experience Familiarity with an enterprise-level Database Management System

Duration:..
4 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Course Summary Descriptions


All Products
Genesys OUtBOUnD, WFM, GvP OvervieW 7 (GeO)
Genesys Outbound, WFM, GVP Overview provides an understanding and overview of the features and benefits of the Outbound Contact, Workforce Management, and Genesys Voice Platform products. Students will learn the highlevel architecture of the products from a functional perspective, through a variety of lectures, discussions, and demonstrations. Prerequisites:
None

17

Duration:..
2 days

Genesys Inbound Voice


FrAMeWOrK, UniversAL rOUtinG AnD sOLUtiOn rePOrtinG OvervieW 7 (rrO)
Framework, Universal Routing and Solution Reporting Overview gives students a high-level technical and functional understanding of Genesys Enterprise Routing and Genesys Solution Reporting. Students learn about these products through lecture, discussion, and hands-on exercises with the software. This course includes the following topics: an overview of Genesys solutions in general, a basic look at the Genesys Framework Architecture, explanations of the routing and reporting architecture and functionality, how the two work together to create a powerful enterprise-wide system, and a brief introduction to viewing real-time and historical reports. Prerequisites:..
Working knowledge of a Microsoft Windows Platform; Knowledge of basic telephony concepts.

Duration:.
2 days

OPerAtinG CUstOMer interACtiOn MAnAGeMent PLAtFOrM: inBOUnD vOiCe, rOUtinG, AnD rePOrtinG 7 (sOP)
Operating Customer Interaction Management Platform gives students the skills necessary to operate and manage the Genesys solutions in use at their company site.The course covers the Genesys Framework, Enterprise Routing, and Genesys Reporting and Analytics. Throughout the course, students use real-life examples, case studies, and hands-on activities to learn solution operation concepts.

Prerequisites:.
A basic understanding of contact center operations, databases (such as SQL), TCP/IP networking, and Microsoft Windows operation.

Duration:..
5 days

rOUtinG AnD rePOrtinG instALLAtiOn AnD COnFiGUrAtiOn 7 (rri-DPL)


Routing and Reporting Installation and Configuration provides students with skills needed to install and configure Enterprise Routing with Reporting components. Using demonstrations and hands-on labs, students explore Enterprise Routing and Reporting from the system administrator point of view. In addition to the primary focus on deployment, this course briefly introduces the features and functions of the solutions components for the purpose of confirming successful implementation. This course includes the following topics: the architecture and interaction flow of Enterprise Routing and Reporting components; solution management; and the installation and configuration of Enterprise Routing, CC Pulse+ and CC Analyzer. Prerequisites:..
FRO

Duration:
5 days

inBOUnD vOiCe rOUtinG AnD sOLUtiOn rePOrtinG 8 DePLOyMent (irr-DPL)


Inbound Voice Routing and Solution Reporting 8 Deployment provides students with the skills needed to install and configure Inbound Voice Routing and Solution Reporting 8 components. Using hands on labs practice sessions and demonstrations, students learn about Inbound Voice Routing and Solution Reporting from the system administrator point of view. This course includes the following topics: architecture and interaction flow of Inbound Voice Routing components; installation and configuration of Inbound Voice Routing components which include Universal Routing Server
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:..
FWK8-FND, FWK8-DPL or FWK8-PUP

Duration:
5 days

18

Course Summary Descriptions


(URS), Orchestration Server (ORS), Stat Server and Composer; how to provision a routing application which will verify deployment; Inbound Voice Routing Solution service availability and load balancing; installation and configuration of Solution Reporting including CCPulse+ and CC Analyzer; and basic troubleshooting.

inBOUnD vOiCe rOUtinG 8 FOUnDAtiOn (inBv8-FnD)


Inbound Voice Routing Foundation provides a high-level technical and functional understanding of the Inbound Voice Routing 8 Solution. Students learn about Inbound Voice Routing through lecture, demonstrations and hands on exercises. This course includes the following topics: Inbound Voice Routing 8 solution architecture and core functions; inbound voice routing interaction flow messaging; and how to provision and test a routing application. Genesys Inbound Voice Routing 8 Foundation is the starting point for all other InboundVoice Routing 8 courses in the Genesys University curriculum. Prerequisites:..
FWK8-FND

Duration:..
1 day

inBOUnD vOiCe rOUtinG 8 strAteGy DeveLOPMent UsinG COMPOser (COMr8-Dev)


Inbound Voice Routing 8 Strategy Development using Composer focuses on the basic skills necessary to develop routing applications that route inbound voice calls. Using business scenarios and hands-on activities, students will learn to design, create, and test routing applications with Composer.This course includes the following topics: how to use variables to make routing decisions; working with list objects; skills based routing using the Skill Expression Builder; backend access (databases and web services); error handling; how to use treatments; and modular application development with sub workflows. Note: This course uses Genesys Composer to develop inbound voice routing applications to be used with Universal Routing Server (URS) and Orchestration Server (ORS). It is not a course on native SCXML or ECMA programming. It does not cover the development of Genesys Voice Platform (GVP) applications. Prerequisites:..
FWK8-FND, INBV8-FND or successful completion of Inbound Voice Routing and Solution Reporting 8 Deployment

Duration:..
4 days Note: Knowledge of programming concepts such as variables, comparison operators, and conditional statements is highly recommended .

rOUtinG OvervieW 7 (rtO)


Taught online or as a self study course Genesys Routing Overview gives students a high-level technical and functional understanding of Genesys Enterprise Routing. Students learn about routing products through lecture, discussion, and hands-on exercises with the software. Prerequisites:..
FRO

Duration:
3.5 hours

BUiLDinG BAsiC rOUtinG strAteGies 7 (BrD)


Building Basic Routing Strategies introduces students to the basic skills necessary to write strategies that route inbound voice interactions. Using business scenarios and hands-on activities, students will learn to design, create, and test routing strategies with Interaction Routing Designer (IRD). This course includes the following topics: architecture, call flows, introduction to IRD, the strategy development cycle, maintaining and deploying strategies, building, testing and troubleshooting strategies that incorporate hours of operation, call data, customer data (database lookups), agent routing, agent group routing, queue routing, interaction data, IVR data, variables, subroutines, virtual queues, basic skills-based routing, routing rules, and treatments. This course is also available as a self-study kit. Please ask your local Training Center for more information. Prerequisites:..
FRO; Relational database concepts required; Programming concepts required; Programming skills preferred

Duration:
4 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Course Summary Descriptions


BUiLDinG ADvAnCeD rOUtinG strAteGies 7 (ArD)
In Building Advanced Routing Strategies, students use real-life examples, case studies, and hands-on activities to learn and apply advanced concepts for routing inbound voice interactions. This course includes the following topics: URS log analysis, URS options, accessing configuration data, advanced use of functions, using macros and external interfaces, using statistics in routing, advanced virtual queue topics, shared agent by service level routing, advanced skills-based routing, service level routing, business priority routing, and using routing data for reporting. Prerequisites:..
FRO and BRD; At least 3 months experience designing, creating, and testing Genesys routing strategies in a production environment

19

Duration:..
5 days

Reporting And Analytics


rePOrtinG OvervieW 7 (rPO-v)
Taught online or as a self study course Solution Reporting Overview gives students a high-level technical and functional understanding of Genesys Solution Reporting. Students learn about reporting products through lecture, discussion, and hands-on exercises with the software. Prerequisites:..
FRO

Duration:
3.5 hours

COnFiGUrinG AnD MOnitOrinG A COntACt Center WitH CC PULse+ 7 (CCs)


Configuring and Monitoring a Contact Center with CC Pulse+ introduces students to the Genesys tools needed to configure, modify, and monitor contact center operations. Using realistic examples and scenarios, students will perform hands-on activities using inbound voice with Configuration Manager and CC Pulse+, including maintaining DN and agent information in Configuration Manager, and viewing and modifying real-time reports in CC Pulse+.

Prerequisites:..
Working knowledge of Microsoft Windows, including how to navigate, minimize, maximize, and close windows.

Duration:
2 days

CC AnALyZer rePOrtinG FOr sUPervisOrs 7 (Ars)


CC Analyzer Reporting for Supervisors introduces students to the Genesys tools needed to configure, modify, and monitor historical statistic data. Students will perform hands-on activities including using inbound voice with CC Pulse+, Data Modeling Assistant, and ETL Assistant, and viewing and modifying historical reports in Hyperion.

Prerequisites:..
CCS

Duration:
2 days

BAsiC rePOrtinG DesiGn 7 (rBD)


Basic Reporting Design gives students an in-depth look at creating customized historical reports for inbound voice routing. Students use the Genesys reporting and routing tools to complete activities that demonstrate how to customize historical reports. This course includes the following topics: features and functions of CC Pulse+, CC Analyzer, Stat Server options, routing strategy features for historical reporting, Data Modeling Assistant (DMA) templates and layouts, ETL Assistant, Report Generation Assistant, and Hyperion Intelligence Designer functions.

Prerequisites:..
FRO

Duration:
4 days

ADvAnCeD rePOrtinG DesiGn 7 (rAD)


Advanced Reporting Design gives students an in-depth look at complex components in Genesys historical reports for inbound voice routing. Students use the Genesys reporting and routing tools to complete activities that demonstrate how to utilize advanced features in their historical reports. This course includes the following topics: Stat Server Status and Action Model, Stat Server Statistical Model, Agent and Agent Group Reporting, Virtual Agent Group Reporting, Virtual Queue Reporting, and Modifying Reports for use with Multiple Layouts.
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:..
FRO and RBD

Duration..
4 days

20

Course Summary Descriptions


inFO MArt instALLAtiOn AnD COnFiGUrAtiOn 7 (iMi)
Info Mart Installation and Configuration focuses on the concepts and skills needed to plan, install, configure, and troubleshoot the Genesys Info Mart successfully. Students perform hands-on activities installing and configuring Info Mart components, including the Interaction Concentrator (ICON). This course includes the following topics: planning, configuring, and installing ICON, planning the Info Mart installation, configuration of the ETL components, installation and configuration of the Info Mart components, and testing a basic installation. Prerequisites:..
FRO, FRI, and RRI; Enterprise-level system installation or integration experience; Familiarity with an enterprise-level Database Management System

Duration:
3 days

inFO MArt rePOrt DeveLOPMent 7 (iMD)


Info Mart Report Development gives students an in-depth look at the star schemas of the Genesys Info Mart. Students will analyze the various Info Mart star schemas and construct SQL views and queries as a part of exploring the data structures. This course includes the following topics: Info Mart schema, attached data, and building reports using SQL.

Prerequisites:..
Detailed understanding of building SQL queries for reporting; RRO recommended

Duration:
2 days

interACtive insiGHts 7 FOr BUsiness OPerAtiOns (iOP)


Interactive Insights 7 for Business Operations focuses on concepts and skills needed to use Interactive Insights. You will learn how to use the Interactive Insights User Interface, generate reports, set up user groups, profiles, and publish a report. The course includes using different user group views and viewing the Universe.This course includes the following topics: the functions of the Interactive Insights interface, describing the out of the box reports included with Interactive Insights, modifying and creating report documents, restricting data returned by a query, views of the Universe, descriptions of relevant data source and table structures, and publishing reports. Prerequisites:..
None

Duration:
2 days

Genesys inFO MArt 8 DePLOyMent


Genesys Info Mart Deployment covers the purpose, architecture, deployment models, configuration, data flows, and basic usage of Genesys ICON and Genesys Info Mart. Lesson contents are reinforced with learning checks, instructor demonstrations and hands-on lab exercises.

Prerequisites:..
Framework 8 Foundation, Framework 8 Deployment, Inbound Voice Routing and Reporting

Duration:
3 days

Application Development
PLAtFOrM AnD interACtiOn sDK WOrKsHOP FOr DeveLOPers 7 (PiD)
Platform and Interaction SDK Workshop for Developers is an introduction to the main capabilities of the Platform and Interaction SDK suites that are included in the Genesys Universal SDK. The workshop will be presented through lecture and hands-on activities using real-life examples to learn best practices for using the Genesys SDKs. Students will have extensive time to practice, based on exercises that illustrate various programming approaches for integrations and application development. Instruction will cover the following Universal SDK components: Interaction SDK .NET Toolkit Interaction SDK for Java Interaction SDK for Services (including Agent, Open Media, Statistics, Configuration) Genesys Integration Server (provides Services integration for Genesys SDKs) Platform SDK (Voice, Statistics, Configuration, Open Media) Genesys Application Blocks (production-ready code)
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:..
FRO or RRO; Knowledge in either Java or .NET essential; Familiarity with the XML Path Language (XPath) is recommended; Access to Genesys DevZone

Duration:..
5 days

Course Summary Descriptions


Genesys IP Contact Center Solutions
iP PrODUCt FOUnDAtiOns 8 (siP8.0-FnD)
Genesys IP Foundation covers IP Telephony, SIP protocol, and SIP Servers. The content is reinforced with learning checks, instructor demonstrations, and hands-on lab exercises. Genesys IP Foundation is the starting point for all other Genesys SIP Server courses in the Genesys University curriculum. This course is also recommended to anyone interested in the Genesys Voice Platform courses Prerequisites:..
Framework 8 Foundation Basic understanding of IP Telephony and SIP Protocol is a plus.

21

Duration:
1 day

Genesys siP server DePLOyMent 8 (siP8.0-DPL)


Genesys SIP Server Deployment covers the purpose, architecture, deployment models, configuration, call flows, and basic usage of Genesys SIP Server and Genesys Media Server. Lesson contents are reinforced with learning checks, instructor demonstrations and hands-on lab exercises.

Prerequisites:..
FWK8-FND, FWK8-DPL, RRI 7 or BRD 7

Duration:
3 days

Genesys Workforce Management


WOrKFOrCe MAnAGer OvervieW 7 (WFO)
Genesys Workforce Manager Overview provides business managers, project managers and the general business audience an understanding and overview to the benefits and features of the Workforce Manager Software application. At the end of this course, students will be able to actively participate in deployment discussions for the Workforce Management product. Prerequisites:..
None

Duration:
3.5 hours

COnFiGUrinG, FOreCAstinG, AnD sCHeDULinG WitH WOrKFOrCe MAnAGer 8 (WFM8-OPt)


Configuring, Forecasting, and Scheduling with Workforce Manager focuses on the concepts and skills needed to use Genesys Workforce Manager (WFM) to forecast workload and workforce, schedule agents, and monitor adherence to forecasts and schedules. This is a hands-on class where students configure a variety of contact center examples to gain knowledge of Workforce Managers capabilities. The course includes the following topics: contact center rules, contracts, shift definitions, forecasting, scheduling, monitoring adherence and performance, and using the Web interface as a supervisor or agent. Prerequisites:.
Working knowledge of Microsoft Windows; Experience supervising or managing a contact center

Duration:..
5 days

Customer Based Training


UsinG WOrKFOrCe MAnAGer WeB FOr sUPervisOrs 8 (WCs)
Using Workforce Manager Web for Supervisors focuses on the concepts and skills needed to use Genesys Workforce Manager Web for Supervisors (WFM Web) to modify agent schedules, approve or decline schedule trades, monitor adherence to forecasts and schedules, monitor contact center performance, and create reports.

Prerequisites:..
Working knowledge of Microsoft Windows, including the ability to open and close windows and use a mouse.

Duration:
60 - 90 minutes

UsinG WOrKFOrCe MAnAGer WeB FOr AGents 8 (WFA)


Using Workforce Manager Web for Agents is a self-paced, online course. It is designed to train contact center agents how to use the agent features of Genesys Workforce Manager. The course is approximately one hour in length. It can be delivered as a single presentation or by selecting and viewing specific topics.
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:..
Working knowledge of Microsoft Windows, including the ability to open and close windows and use a mouse.

Duration:
60 - 90 minutes

22

Course Summary Descriptions


eServices
eservices Foundations 7 (esF)
eServices Foundations 7 is the first course necessary for completing either the eServices Developer or eServices System Administrator technical tracks. eServices Foundations provides the common set of knowledge and skills essential for those going on to either the eServices Workflow Design 7 or eServices Installation and Configuration 7 courses. Prerequisites:..
FWK 8-FND, (BRD7 or RRI7)

Duration:
2 days

eserviCes WOrKFLOW DesiGn 7 (esD)


eServices Workflow Design 7 teaches students the skills necessary to write workflows to process 3rd Party Media interactions, Genesys Web Media (Chat) interactions, and Genesys E-mail interactions. Using business scenarios and hands-on activities, students will learn to design, create, and test Business Process Workflows with Interaction Routing Designer (IRD). Prerequisites:..
FWK8-FND, BRD7, eSF

Duration:
3 days

eservices installation and Configuration 7 (esi)


eServices Installation and Configuration engages students in hands-on activities during which they plan, install, configure, test and troubleshoot an eServices deployment on the Windows platform. This course includes the following topics: Solution Architecture Review, Deployment Planning, Wizard Deployment, Configuration Options, Deployment Testing and Troubleshooting. Prerequisites:..
FWK8-FND, FWK8-DPL, RRI, eSF

Duration:..
2 days

intelligent Workload Distribution


iWD Application installation and Configuration 7 (iWi-APP)
iWD Application Installation and Configuration engages students in hands-on activities during which they install, configure and test the iWD Application on the Windows platform. The iWD Application is the component of the iWD solution that functions as a single point for capturing and actively organizing business tasks (work items) before sending them for distribution. Prerequisites:..
FWK8-FND, FWK8-DPL CMS 7, RRI 7

Duration:..
5 days

iWD8 Business Operations (iWD8-OPB)


iWD intelligent Workload Distribution 8 Business Operations teaches students the skills necessary to perform business tasks within iWD Manager with a focus on writing business rules and usage of the Global Task List.

Prerequisites:..
None

Duration:..
1 day

iWD 8.0 Deployment (iWD8-DPL)


iWD Application Installation and Configuration engages students in hands-on activities during which they install, configure and test iWD. This course is intended for technical roles such as system administrator. It is also relevant to those functioning in an architect/designer role. Prerequisites:..
FWK8-FND, FWK8-DPL CMS 7, RRI 7

Duration:..
5 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Course Summary Descriptions


Genesys Outbound Voice
OUtBOUnD COntACt OvervieW 7 (OCO-v)
Taught online or as a self study course Outbound Contact Overview provides an understanding and overview to the benefits and features of the Outbound Contact solution. This course allows business managers and project managers the opportunity to explore how Outbound meets business needs. Prerequisites:..
FWK8-FND or RRO

23

Duration:..
4 hours

OUtBOUnD CAMPAiGn MAnAGeMent 7 (CMs)


Outbound Campaign Management introduces students to the Genesys tools needed to create, run, and monitor outbound dialing campaigns in the contact center. Using realistic examples and scenarios, students will learn to manage campaigns and calling lists in Outbound Contact Manager. This course includes the following topics: planning deployment, configuring campaign objects, managing calling lists, managing campaigns, and monitoring campaign results.

Prerequisites.for.dialing. analysts.and.supervisors:..
CCS and ARS

Prerequisites.for.system. administrators:..
FWK8-DPL or RRO

Duration:..
2 days,

OUtBOUnD COntACt instALLAtiOn AnD COnFiGUrAtiOn 7 (OCi)


This course focuses on installing and configuring Genesys Outbound Contact. Students perform hands-on activities to learn how to install, configure, manage, and test the components of Outbound Contact Solution.

Prerequisites:..
FWK8-FND, FWK8-DPL, CMS 7, RRI 7

Duration:
2 days

OUtBOUnD COntACt 8 PrODUCt UPDAte (OCC8-PUP)


Outbound Contact 8 Product Update is for technical consultants who have previous experience with deploying and administering Outbound Contact 7.x and need to know the new features of Outbound Contact 8. Students will learn about Outbound Contact through lecture, hands on exercises, and demonstrations. This course includes the following topics: Whats new in Outbound Contact 8; Using Genesys Administrator for Outbound Campaign Management and Monitoring; Analyzing Outbound Contact 8: Outbound IP, Proactive and Call Progress Detection; Applying Advanced Treatments: State Chart XML (SCXML); and Migration and Interoperability of Outbound Contact

Prerequisites:.
OCI or professional experience with Genesys Outbound Contact 7.

Duration:..
1 day

OUtBOUnD COntACt 8 FOUnDAtiOn (OCC8-FnD)


Outbound Contact Foundation gives students a high-level technical and functional understanding of Outbound Contact Solution. Students learn about Outbound Contact Solution through lecture, hands on exercises, and demonstrations. This course includes the following topics: Introducing Genesys Outbound Contact Solution Architecture; Outbound Campaign Essentials, which includes understanding how to provision and monitor campaigns using Genesys Administrator; Examining Proactive Contact; and Outbound Contact deployment considerations. Outbound Contact Foundation is the starting point for all other Outbound Contact Solution 8 courses in the Genesys University Curriculum. Prerequisites:.
FWK8-FND

Duration:..
1 day

OUtBOUnD COntACt 8 DePLOyMent (OCC8-DPL)


Outbound Contact 8 Deployment focuses on the concepts and skills needed to install, configure, basic troubleshooting of the Genesys Outbound Contact Solution. Using hands-on labs and demonstrations, students will learn to install and configure Outbound Contact Solution. This course includes the following topics: installation and configuration of Outbound Contact Server; trace the outbound interaction; Call Progress Detection; Outbound and the Genesys Media Server; advanced treatments and basic troubleshooting.
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:.
FWK8-FND, FWK8- DPL, OCC8-FND, and OCC8-OBP

Duration:..
2 days

24

Course Summary Descriptions


OPerAtinG OUtBOUnD COntACt 8 (OCC8-OPB)
In Operating Outbound Contact students will learn through lecture, hands on exercises, and demonstrations how to provision, operate, and monitor Outbound Contact campaigns. This course covers the following topics: provision campaign objects in Genesys Administrator; manage campaigns and calling lists; how to monitor and report on campaigns using Genesys Administrator and Genesys reporting tools; and how to troubleshoot campaign provisioning errors. Prerequisites:.
OCC8-FND

Duration:..
2 days

Self-Service
Genesys vOiCe PLAtFOrM OvervieW 7 (GvO)
Genesys Voice Platform Overview gives students a high-level technical and functional understanding of the Genesys Voice Platform (GVP) solution architecture and functionality. Students learn about GVP through lecture, discussion, and demonstrations. This course includes the following topics: GVP Solution Overview, GVP Architecture and Features, GVP Deployment Options and integration with other Genesys products, such as SIP Server, Reporting, and Outbound Contact Solution. Genesys Voice Platform Overview is the starting point for all other Genesys Voice Platform courses in the Genesys University curriculum. Prerequisites:..
Understanding of Interactive Voice Response (IVR) systems and computer telephony concepts; Familiarity with the HTTP Client-Server model including web servers

Duration:..
1 day

OPerAte Genesys vOiCe PLAtFOrM 7 (GOP)


Operate Genesys Voice Platform provides students with skills needed to operate and manage the Genesys Voice Platform (GVP) in use at their company site. The course covers the GVP architecture, how to provision a voice application, how to monitor GVP and how to read log files.

Prerequisites:..
GVO

Duration:
1 day

Genesys vOiCe PLAtFOrM iMPLeMentAtiOn AnD COnFiGUrAtiOn 7 (Gvi)


This course provides students with the skills needed to plan, install, configure, and troubleshoot the Genesys Voice Platform (GVP). Using hands-on labs and demonstrations, students will learn to install and configure GVP components. Students will also learn about integration with the Genesys Framework. This course includes the following topics: deployment planning; installation best practices; overview of supported third-party software; GVP components installation and configuration; GVP integration with Genesys; basic logging; overview of the GVP Deployment Tool (GDT); multitenant installation and provisioning.

Prerequisites:..
GVO and GOP; Genesys Framework knowledge is recommended; Interactive Voice Response (IVR) knowledge is also recommended

Duration:
3 days

Genesys vOiCe PLAtFOrM 8 FOUnDAtiOn (GvP 8-FnD)


Genesys Voice Platform Overview (GVO) gives students a high-level technical and functional understanding of the architecture of the Genesys Voice Platform (GVP) in version 8. Students learn about GVP through lecture, discussion, and demonstrations. This course includes the following topics: GVP Solution Overview, GVP architecture overview, GVP Components and Functional Description, GVP integration with SIP Server and Genesys routing. Genesys Voice Platform Overview is the starting point for all other Genesys Voice Platform 8 courses in the Genesys University curriculum. Prerequisites:..
FWK8-FND

Duration:..
2 days

*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Course Summary Descriptions


Genesys vOiCe PLAtFOrM 8 DePLOyMent (GvP 8-DPL)
Genesys Voice Platform Implementation provides students with skills needed to plan, install and configure the Genesys Voice Platform (GVP) in version 8. Using hands-on labs and demonstrations, students will learn to install and configure GVP components. Students will also learn about integration with the Genesys Framework and SIP Server. This course includes the following topics: deployment planning; installation best practices; overview of supported third-party software; GVP components installation and configuration; CTI integration; basic logging and troubleshooting; introduction to Composer Voice. This course does not address ACD/PBX or Media Gateway configurations, nor does it provide in-depth SIP Server training. Extensive SIP Server training is provided in dedicated Genesys SIP Server courses. Note: This course uses GVP software version 8; it is NOT applicable for students using GVP or VoiceGenie version 7. Prerequisites:..
FWK8-FND, FWK8-DPL, RTO (if no other routing courses taken), GVI,and CPP. RRI or BRD, GVO, GOP, OCI, and IMI are recommended

25

Duration:..
3 days

COMPOser 8 FOr vOiCe APPLiCAtiOns (COMv8-Dev)


Genesys Composer for Voice Applications focuses on developing, testing, and deploying VoiceXML and CCXML applications using Composer. Hands-on practice includes: design and develop applications using Composer; test and debug applications; database integration; use and develop sub call flows; set and use session variables; write and use grammars; and integrate a GVP application into Genesys Framework. The majority of class time is spent developing and testing VoiceXML and CCXML applications created with Genesys Composer. Note: This course uses Composer to develop VoiceXML applications. It is not a course on native VoiceXML programming. It does not cover the development of routing strategies. Prerequisites:..
GVP 8-FND

Duration:
3 days

VoiceXML
vOiCeXML PrOGrAMMinG (vPD)
VoiceXML Programming is a vendor-neutral course that stresses understanding and working with the VoiceXML 2.x Specification elements to create an application that will run on any certified VoiceXML Platform. Emphasis is also placed on understanding the intricacies and nuances of working with ASR,TTS, a Web server (application server), and the call processing server for both application development and troubleshooting. Note: Please contact your local training center for the latest update on this course. Prerequisites:..
Programming experience of some sort is a must

Duration:
3 days

Genesys Customer Interaction Portal (GCIP)


Genesys CUstOMer interACtiOn POrtAL (GCiP) FOr enD Users 7 (CPP)
GCIP for End Users gives students the in-depth experiences needed to configure, operate, and monitor the Genesys Customer Interaction Portal (GCIP). Students learn about the product through lecture, discussion, and hands-on exercises with the software. This course is intended for operators and other users involved in operating and monitoring of GCIP. Prerequisites:..
FWK8-FND

Duration:..
2 days

Genesys CUstOMer interACtiOn POrtAL (GCiP) FOr serviCe PrOviDers 7 (CPi)


GCIP for Service Providers gives students the in-depth experiences needed to install, configure, and maintain Genesys Customer Interaction Portal (GCIP). The content will be presented through hands-on activities using real-life examples. This course is intended for technical personnel involved in installing, maintaining, configuring GCIP and integrating GCIP with other Genesys products.
*.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites

Prerequisites:..
FWK8-FND, FWK8-DPL, RTO (if no other routing courses taken), GVI,and CPP. RRI or BRD, GVO, GOP, OCI, and IMI are recommended

Duration:..
3 days

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Course Summary Descriptions


Genesys Gplus Adapters
GPLUs ADAPter FOr sieBeL instALLAtiOn AnD inteGrAtiOn 7 (Gsi)
Gplus Adapter for Siebel Installation and Integration 7 covers the integration of Genesys 7.6 and Gplus Adapter 7.5, and Siebel 8 solutions in a contact center by providing the techniques and strategies for successful integrations of the two solutions. Students will have hands-on experience with integration including installing and configuring the Gplus Adapter 7.5 for Siebel 8. This course includes the following different aspects of Genesys-Siebel integration: Inbound, Outbound, Multimedia, Routing. This course is relevant for Genesys 7.5 and 7.6. Prerequisites:..
Either Genesys Certified Professional 7 (GCP 7) certification or Siebel Certified Consultant (SCC) certification for Siebel 8 or equivalent knowledge based on experience with Genesys or Siebel.

Duration:
5 days

Prerequisites:..

Architecture
ArCHiteCtUre WOrKsHOP 7/8 (GAi)
The Architecture Workshop covers advanced architecture topics and presents a cookbook approach for how to design and reasonably size a solution, including large-scale, multi-site, and multi-product deployments. The focus of this course will be on technologies, functionalities, design considerations, and sizing. Installation training is not included.

Students are encouraged to attend relevant GU courses such as FWK8FND, RRO, and GVO; Strong understanding of Call Center and Telephony concepts and terms; Basic understanding of Servers, Databases, and Networking; Familiarity with programming concepts and technologies

Duration:..
2 days

iP ArCHiteCtUre WOrKsHOP 8 (siP 8-Ar)


The IP Architecture Workshop covers architecture topics in the IP environment and presents a cookbook approach for how to design and reasonably size a solution, including large-scale, multi-site, and multi-product deployments. Students will go through business scenarios in a workshop environment. The focus of this course will be on product functionalities, technical design considerations, and sizing. Installation training is not included.

Prerequisites:..
IPO or SIP 8-FND;. Students are encouraged to attend relevant GU courses such as RRO and GAI; Strong understanding of Call Center and Telephony concepts and terms; Strong understanding of IP Networks

Duration:
2 days

Virtual Hold Technology (VHT)


virtUAL HOLD OvervieW (vHO)
Virtual Hold Overview is intended to demonstrate what the Virtual Hold software is, what it does, what value the software adds, and the best way to use VH.

Prerequisites:..
Before attending this class, students should have an understanding of Telephony concepts and CTI (Computer Telephony Integration), including concepts, processes, terminology, and applications. Students should also have an understanding of network design and operation, Genesys framework, GVP and URS.

Duration:
1 day

virtUAL HOLD instALLAtiOn AnD COnFiGUrAtiOn (vHi)


Virtual Hold Installation and Configuration provides training for administering the Virtual Hold system, including installation, integration, configuration, and troubleshooting of the Virtual Hold application in a Genesys environment *.In.most.cases.previous.version.7.courses.may.be.substituted.for.version.8.prerequisites Prerequisites:..
VHO

Duration:
4 days

Course Summary Descriptions


Genesys Quality Management Certified engineer
The ZOOM Certified Engineer training course will cover an introduction to the products and architectures of the Genesys Quality Management (GQM) product set. It will prepare students to install, configure, support, and troubleshoot GQM products. Technical aspects of the course are delivered via presentations and discussions allowing you to combine your previous knowledge of IP telephony to the specifics required by GQM. After exploring the general principles of recording in IP networks, you will see how Call Recording integrates with the Genesys platform and take a look at a few of the recording methods available.You will then look at the architecture to understand how components combine to record media and provide the information within an intuitive GUI and maintain compliance with PCI Standards. Modularity and scalability are just two of the differentiating key features of the product set.You will be introduced to models to help you identify and evaluate your clients requirements whether they are located in one or multiple locations. Practical activities are a vital part of this course and you will learn how to implement business requirements which determine which calls are to be recorded through the set up and administration of recording rules. Further, using Genesys contact center data; you will learn how to apply additional parameters to ensure access to data which is relevant to specific business areas. You will build on these activities through the configuration of Live Monitor and Screen Recording to meet requirements. You will obtain a high level business overview of Genesys Quality Manager; customizing questionnaires; planning QM evaluations, and providing feedback to agents to help move customer service to a path of continuous improvement. This overview will provide indepth knowledge into the software application to enable you to utilize its many customizable features, tailoring the product to deliver effective QM processes for your contact center environment. Taking practical activities to the next level, you will learn how to install and configure all components of the GQM suite, both for a single site deployment and those involving clusters and synchronization. You will explore log files and learn how to resolve issues through analysis and troubleshooting

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target Audience
This course is open to anyone who seeks to be confident in planning, installation, configuration and maintenance/support of GQM.

Delivery Methods
instrUCtOr LeD, in CLAssrOOM 5 days. Please view ZOOM Certified engineer - Online training

seLF PACeD, OnLine

software version
This course uses the latest release of the Genesys Quality Management suite.

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Quality Conversations

Quality Conversations (web-based training)


Quality Conversations is a revolutionary approach to contact center training that lets you deliver better customer service and increase sales performance. With this self-paced eLearning program, you can: Reduce training delivery time Improve sales results Lower handling times Achieve great agent engagement Increase customer satisfaction This fully animated and interactive learning experience educates contact center agents in the art of engaging customers in quality conversations. A combination of entertainment and education heightens learning engagement and information retention, ensuring the conversational skills learned through the program can be quickly, effectively applied in the workplace. Quality Conversations has delivered dramatic improvements in both customer experience and sales. The highly flexible program features 26 separate eLearning modules of approximately 20 minutes each, allowing training to be staggered over days or even weeks, ensuring agents continue to meet their business priorities. In addition to saving time and cost over traditional instructor-led training, this unique delivery method reduces call times, increases sale conversion rates, and improves customer satisfaction. Prerequisites:..
None

Duration:..
9 hours

Registering for Courses


How Do i register for Courses?
Genesys University has an online registrations system which reduces the registration cycle time, automates the confirmation and payment process, and allows you 24x7 online access to your training history and schedule. Follow these steps to register for courses:

29

1. Go to Genesys Universitys Web site located at http://www.genesyslab.


com/training/ and click on the Registration link located below your regions globe.

2. If you are a new registrant, you will land on a login page where you can

set up a username and password and complete your profile information. If you are a returning user, you will land on a Search Page with a log in link among a set of links at the top of the Web page. You can bookmark the login page so that you may directly access this page for future usage. You will also find instructions for manual registrations on the EMEA landing page. using various criteria such as course name, course location, or desired month of attendance. Once you enter your criteria, click on the Search button. course listed. Select the course or courses for enrollment by clicking on the Register button and then click on the Checkout link located at the top of the page. out your contact information where required. When done, click on the Continue button at the bottom of the page. (if different from contact information) and choose your payment method. If you pay by credit card, your registration will be complete. If you are paying by purchase order, wire transfer, or a company check, you will receive a call from the local registrar who will confirm your payment information and complete your registration.

3. On the Search Page, you may search for Genesys University courses

4. On the Search Results page, you will see a Register button next to each

5. A summary of your enrollment will appear. You may also need to fill

6. Next, on the Billing Information page, fill out your billing information

7. You will receive a confirmation e-mail of registration and payment.

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Customer-Specific Training
Customers requiring training may find it more effective to have classes taught on-site. You can also reduce the course duration by including only the course content that is of specific interest. Genesys University offers the capability for instructors to teach the standard curriculum on-site or at the customer facility. Customers can use their own equipment or choose to use a Genesys University mobile classroom. The curriculum and environment can be customized to meet specific customer needs.

What can be customized?


There are several ways of adjusting our course offerings to your needs, either by tailoring the content or by delivering the course at a time and place that suits you, or both, as outlined below.

1. training Content: Genesys can add or remove chapters from courses, or create new material for entirely
customized courses or parts thereof.

2. training environment: Genesys can use customer-specific sample data (e.g. agent & agent group names)
during the training, or completely customized configurations (e.g. customer reports or routing strategies).

3. training Location: Genesys can teach at the customer site, using customer equipment, the remote lab

environment, or the Genesys mobile classroom. The mobile classroom allows any room (e.g. meeting rooms or hotels) to be transformed into a technical classroom. Genesys also has several third-party facilities worldwide that can be rented for customer training.

4. training Dates: Customer-specific training can be scheduled at dates that exactly fit around the customers
implementation cycle.

Customized Options
At.GU.Facility STANDARD. COURSE.CONTENT CUSTOMIzED.COURSE. CONTENT Dedicated session Receive.the.training.when.you.. need.it Customized training Choose.your.content.and.. training.environment At.Customer.Facility standard On-site Get.the.training.at.the.time.. and.place.of.your.choice Customized On-site or Online You.define.when.where.and.. what.you.learn

Customer-Specific Training
What is a mobile classroom?
Our mobile classrooms are laptops that are pre-configured by Genesys; they are sent to the customer site prior to the scheduled training date. The customer will only need to provide a classroom setup including a projector and screen.

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What is the remote lab environment?


The remote lab environment allows students to access a lab of computers that have been imaged with our training environment. This can be done in advance of the on-site delivery via the internet. Computers must be equipped with a low bandwidth internet connection; all course activity is performed on the remote computer. This is an ideal option when Genesys software cannot be installed on personal laptops without being reconfigured or to overcome limitations due to restricted administrative rights

How does Genesys University customize training?

EDUCATE

DEVELOP

DESIGN

Analyze and define target audience(s), Genesys product(s), and existing versus required skill sets.

Analyze skill gaps relative to standard Genesys courses, develop new content or use existing material, and define delivery method, location, and timing.

Deliver the training as defined and evaluate its success relative to the target audience(s), Genesys product(s), and required skill sets.

When should i consider customized instead of standard training?


> Training is needed immediately or around certain project deadlines that do not fit in with the schedule of standard Genesys University courses. > Important topics for your implementation are not covered in the standard courses. > Too many topics are covered in the standard courses, so customized training may save time. > Larger student group of 6 and more, which may make an on-site training delivery more cost-effective by saving travel expenses.

ne. and. a. half. years. into. their. Genesys. deployment,. a. worldwide. wireless. service. provider. was. ready. to. take. the. next. step. to. more. fully. leverage. their. Genesys. solutions.. The. company. had.been.providing.service.to.87.million.customers.in. countries.including.Austria,.the.USA,.Germany,.Poland,. and. the. United. Kingdom. using. Genesys. solutions. in. their. country-specific. virtual. contact. centers.. They. planned.to.evolve.their.model.into.a.worldwide.virtual. contact.center..To.further.their.success,.the.wireless. provider.sought.to.raise.the.bar.on.customer.retention,. up-selling,. and. universal. mobile. telecommunications. services.(UMTS),.billing.and.also.invoicing. The.company.was.aware.that.the.Genesys.solutions.they. already.owned.could. be.further.exploited. to. meet. the. needs.of.their.initiatives,.but.they.were.unclear.about. the.specific.functionalities.and.how.to.implement.them. in.their.specific.environment. Having. had. a. positive. training. experience. during. their. pre-deployment. phase,. the. wireless. service. provider. re-engaged. with. Genesys. University.. Because. of. the. wireless.providers.highly.unique.contact.center.model,. Genesys.University.recommended.a.customized.training. package.that.addressed.the.service.providers.specific. topology,.team.roles,.and.deployment.timeframes..There. was. a. need. for. a. completely. customized. training. solution. that. could. guide. them. as. they. took. the. next. step. towards. optimizing. their. Genesys. investment:. Routing,.Reporting,.Outbound.and.Internet.

To.meet.these.requirements,.Genesys.University. executed.a.customized.training.solution.through. three.phases: 1. In.the.Design.Phase,.Genesys.University. performed.an.on-site.analysis.to.develop. an.in-depth.understanding.of.the.wireless. providers.exact.needs..Discussions.centered. on.assessing.the.existing.implementation,. training.audience,.budgets,.timeframes,.and.site. preferences,.as.well.as.skill.gaps.and.content. gaps.relative.to.standard.course.content. 2. Once.the.customer.accepted.the.final. written.design.document,.Genesys.University. proceeded.to.the.Development.Phase,.which. included.developing.specific.student.and. instructor.material.to.match.the.requirements. of.the.customer..Custom.development.included. additional.background.lessons.on.Genesys. Framework.and.Outbound.solutions..This. phase.also.involved.preparing.the.customers. training.environment.to.simulate.the.customer. environment. 3..The.Delivery/Education.Phase.entailed. addressing.the.identified.areas.of.training.to. the.targeted.groups.and.adhering.to.the.timeline. specified.by.the.wireless.provider..Courses. delivered.included.topics.around.Framework,. Routing,.Reporting,.Outbound,.Internet,.and. Application.Development. Genesys. University. delivered. a. highly. focused. and. valuable.training.program,.said.an.IT.Director.in.the. wireless. providers. UK. center.. It. would. have. been. hard. to. manage. the. training. requirements. of. nine. developers.and.designers.with.diverse.responsibilities.. Genesys. University. made. this. advanced. training. process.immeasurably.easy. The. wireless. provider. continues. its. rollout. of. a. worldwide.virtual.contact.center.powered.by.Genesys. and.empowered.by.Genesys.University. To.read.more.about.this.Genesys.University.success. story,.please.visit.www.genesyslab.com/GU.

When your customers call, are you ready?


A.worldwide.wireless.service.provider. makes.the.most.of.every.call.

Contact Details - Genesys University Worldwide


Your company has made the decision to implement Genesys in your contact center, but what good is powerful enterprise software if no one knows how to use it? How can you build internal expertise on Genesys products quickly and realize the productivity gains youve dreamed about? Simple! Invest in Genesys Universitys high-quality, hands-on training. Having properly trained staff means you can ensure accelerated adoption of your new technology solution. Educated employees make excellent product evangelists. In addition, training the right employees on the right skill set optimizes your return on investment. Genesys University can get your team off to a great start and then continue to help them grow into Genesys experts ready to work together and achieve the results your company envisions. If you require any further information, please refer to the Genesys website www.genesyslab.com, or contact your local training center.

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North America
Genesys Headquarters
2001 Junipero Serra Blvd, 7th Floor Daly City, CA 94014 USA Tel: +1 650 466 2300 Fax: +1 650 466 1161 E-mail: Training-Registration@genesyslab.com

Germany
Genesys Telecommunications Laboratories GmbH
Joseph-Wild-Strasse 20, 3.OG D-81829 Mnchen Germany Tel: +49 (0)89 451 259 -178 or -176 Fax: +49 (0)89 451 259 70 E-mail: Training.Germany@genesyslab.com

UK
Genesys Telecommunications Laboratories Europe Ltd.
Genesys House Frimley Business Park Frimley, Camberley, Surrey GU16 7SG United Kingdom Tel: +44 (0)1276 457 058 Fax: +44 (0)1276 457 001 E-mail: Training.UK@genesyslab.com

Italy
Genesys Telecommunications Lab. Srl.
c/o Alcatel Lucent Palazzo P3 Via Trento, 30 20059 Vimercate (MB) Italy Tel: +39 039 6867402 Fax: + 39 039 6867511 E-mail: Training.Italy@genesyslab.com

France
Genesys Telecommunications Laboratories SAS
11/13, rue du Colonel Pierre Avia 75015 Paris France Tel: +33 (0)1 41 10 17 60 Fax: +33 (0)1 41 10 17 18 E-mail: Training.France@genesyslab.com

Japan
Genesys Japan Co., Ltd
ThinkPark Tower 6F 2-1-1, Osaki, Shinagawa-ku Tokyo, 141-6005 Japan Tel: +81 3 6361 8055 Fax: +81 3 6479 0013 E-mail: GU.Japan@genesyslab.com

Argentina
Genesys Argentina
Alicia. M. de Justo 1148, Piso 4, OF 406-C Buenos Aires, C1107AAX Argentina Tel: +54 11 4341 4690 Fax: +54 11 4341 4691 E-mail: educacionla@genesyslab.com

Asia Pacific
Genesys Laboratories Australasia Pty Ltd
Level 17, 124 Walker Street North Sydney NSW 2060 Australia Tel: +61 2 9463 8517 Fax: +61 2 9954 3751 E-mail: GU.APAC@genesyslab.com

Melbourne
Como Towers, Level 9 644 Chapel Street South Yarra VIC 3141 Tel: +61 3 94832 6500 Fax: +61 2 9954 3751 E-mail: GU.APAC@genesyslab.com

Genesys. and. the. Genesys. logo. are. registered. trademarks. of. Genesys.Telecommunications.Laboratories,.Inc..All.other.company. names. and. logos. may. be. registered. trademarks. or. trademarks. of. their. respective. companies. and. are. hereby. recognized.. . 2011. Genesys.Telecommunications.Laboratories,.Inc..All.rights.reserved.

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