Genesys Cloud Training (004) - Hiring Team

GENESYS CLOUD CX Lucas Arruda April 2024 1 © 2023 Miratech  Communication Platform - Back office - Contact Center - Multiple Media Types (Voice, Email, Web Chat, Messaging (SMS, Web, 3rd Party) …) -...

GENESYS CLOUD CX Lucas Arruda April 2024 1 © 2023 Miratech  Communication Platform - Back office - Contact Center - Multiple Media Types (Voice, Email, Web Chat, Messaging (SMS, Web, 3rd Party) …) - IVRs - Outbound Dialler - Analytics (Reporting) - Quality (Recordings, Evaluations, Surveys) - WFM What are the distinctions among Genesys Cloud, Genesys Cloud CX (Customer Experience), and Genesys Cloud EX (Employee Experience) solutions?  High Level Advantages Always on the latest version No need to manually deploy and manage lots of servers and software (Cloud-based) Quick to deploy and configure (when compared with on- premises solutions) Automatic on-demand scaling/billing Easy to use / User friendly Interfaces and Configurations What is “data action” in Genesys Cloud? How do they relate to Integrations and authentication methods?  Genesys Cloud Platform (Core APIs) Genesys Cloud Collaborate (chat, video, and document sharing) Genesys Cloud Communicate (+phone, voicemail, conferencing, and transfers) Genesys Cloud Contact Center (+IVRs, Queues, emails, web chats,...) Cloud Solution hosted on Amazon AWS World Wide Regions Available Concurrent and Named Licenses Model Licensing Levels (Shell Like Model)  Micro Services What is the purpose of a Data Table? Could you mention some examples of it's use? What is a Digital Bot Flow? Add ons AppFoundry add-ons Analytics add-on (A3S) Genesys Cloud CX Add-ons (Digital Channels, WFM, BYOC Cloud, Genesys Cloud Voice, Predictive Engagement, Dialog Engine, Wallboard account) Mobile App  Mobile App Communicate Mobile App Tempo  Mobile App Supervisor Telephony Edge Server (Premises or Cloud) Genesys Cloud Voice BYOC (Bring Your Own Carrier) Cloud BYOC (Bring Your Own Carrier) Premises  Why do Genesys Cloud developers need to know Javascript? Do Genesys Cloud developers need hands-on experience with relational or non-relational databases? At what phase of development should they leverage data from related databases?  AI Usage in Genesys Cloud Predictive Engagement Predictive routing Dialog Engine and Digital Bot Flows Agent Assist Knowledge portal (For customers) / Knowledge workbench V2 (For agents)