Course Overview
The Genesys Cloud CX- Outbound course introduces the outbound features offered by Genesys Cloud CX and equips you to create a complete campaign. The course also provides information on how to make the best use of Genesys Cloud CX features to run successful outbound campaigns. The labs provide hands-on experience in creating campaigns, sequencing and scheduling campaigns, assigning callable time sets, setting up contact list filters and Do Not Call (DNC) lists, configuring call limits, creating rule sets, mapping wrap-up codes, and so on. The Genesys Cloud CX- Outbound course is intended to help supervisors, business analysts, contact center managers, and others who are involved in managing outbound campaigns.
Duration- 3 days
Prerequisites
- Genesys Cloud CX- Contact Center Administration
- Genesys Cloud CX- Architect (Recommended)
Audience Profile
- Genesys Cloud CX- Outbound targeted audiences include-
- Supervisors
- Business Analyst
- Contact Center Managers
- Others who are involved in managing outbound calling campaigns
Learning Objectives
This course covers the following objectives-
- List the crucial features provided by Genesys Cloud CX for Outbound.
- Describe the roles and permissions needed for Outbound.
- Develop contact lists and assign them to campaigns.
- Identify the available dialing modes in Genesys Cloud CX.
- Create, manage, and test campaigns.
- Use the Campaign Details view to analyze active campaigns.
- Manage list data on the List Management page.
- Create and manage Do Not Call lists and contact list filters.
- Assign attempt controls to a campaign.
- Create, view and manage scheduled callbacks.
- Identify when to use automatic time zone mapping.
- Configure callable time sets for the contacts of a list.
- Assign call analysis responses to campaigns.
- Create rule sets for campaigns.
- Define terminating wrap-up codes.
- Use the Audit Search view to track changes on outbound configuration or data files.
- Use the Event Viewer page to view error occurrences of running a campaign.
Content Outline
- Introduction to Outbound Concepts
- Contact Lists
- Dialing Modes
- Campaigns
- Contact List Filters
- DNC Lists
- Limiting Contact Attempts
- Time Zone Management
- Call Analysis Response
- Campaign Dashboard
- Call Rules
- Sequencing · Campaign Rules
- Wrap-Up Code Mapping
- Scheduling
- Audit Search
- Event Viewer
- Outbound Settings
FAQs
Genesys Outbound is a holistic solution that presents both automated & agent-assisted outbound communication channels to optimize campaign results and improve customer satisfaction.
Genesys Cloud is a suite of cloud services for enterprise-grade collaboration, communications, and contact center management. Genesys Cloud is developed on top of Amazon Web Services (AWS) & uses a distributed cloud environment that delivers secure access to organizations across the world with a marginal IT footprint.
Genesys Cloud CX- Contact Center Administration
Genesys Cloud CX- Architect (Recommended)
To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs.
Technical issues are unpredictable and might occur with you as well. Participants have to ensure that they have the system with required configuration with good internet speed to access online labs.
If the problem still persists or you face any challenge during the class then you can report to us or your trainer. In that case Radiant would provide you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
Radiant Techlearning offers training programs on the weekday, weekend and a combination of weekdays and weekends. You can always choose the schedule that best suits your needs.
Once we receive your enrollment request, we will share the enrollment details with you to select and complete the enrollment process.
You can always email us on the below email address (whichever applicable) to know the upcoming schedule for a specific technology training program.
Individual- training@radianttechlearning.com
Corporate- Corporate@radiantechlearning.com