Genesys Cloud
Genesys Cloud Description
Genesys Cloud, formerly known as PureCloud, is a cloud-based customer experience and contact center solution offered by Genesys, a leading provider of customer experience and contact center solutions. Genesys Cloud is designed to help organizations deliver exceptional customer experiences across various channels, including voice, email, chat, and social media, while also empowering agents with advanced tools for efficient customer engagement.
Key features of Genesys Cloud include:
- Omni-channel communication:
Genesys Cloud enables organizations to interact with customers seamlessly across multiple channels, including voice, email, chat, SMS, social media, and more. This omnichannel approach allows for consistent and personalized customer experiences regardless of the communication channel used. - Contact center capabilities:
Genesys Cloud provides a comprehensive set of contact center features, including automatic call distribution (ACD), interactive voice response (IVR), workforce management, quality management, and outbound dialing. These capabilities help organizations efficiently manage inbound and outbound customer interactions while optimizing agent productivity. - Unified desktop:
Genesys Cloud offers a unified desktop interface for agents, consolidating all customer interactions and information into a single, intuitive interface. Agents can access customer history, communication channels, and relevant data in real-time, enabling them to deliver personalized and efficient service. - AI-powered analytics:
Genesys Cloud leverages artificial intelligence (AI) and machine learning capabilities to provide advanced analytics and insights into customer interactions and contact center performance. Organizations can gain valuable insights into customer behavior, agent performance, and operational metrics to drive continuous improvement and optimization. - Scalability and flexibility:
As a cloud-based solution, Genesys Cloud offers scalability and flexibility to meet the evolving needs of organizations of all sizes. Whether an organization is scaling up or down, Genesys Cloud can easily accommodate changing requirements without the need for significant infrastructure investments.
- API Overview
- Genesys Cloud API
- Authorization
- API Rate Limits
- OAuth Deep-Dive
- Roles and Permissions
- Overview of the Client Authentication Process in Genesys Cloud
- Create an OAuth Client in Genesys Cloud
- Delete OAuth Client
- Fine-Grained Access Control
- OAuth Scopes
- Developer Tools
- API Explorer
- Code Editor
- SDK
- Open Source
- Overview
- Roles and Scopes
- Retrieve User Detail Using the User ID
- Create a New User in Your Environment
- Update an Existing User in Your Environment
- Delete a User from Your Genesys Cloud Environment
- Overview
- Conversation Participants
- How to Get the Conversation ID
- Call Handling Using the API
- Consult and Transfer
- Schedule a Callback
- Third-Party Email and Chat Routing
- Upload File Attachment
- Overview
- Connect to Notification Service
- Manage Channel Subscription
- Best Practice
- Notification Tester
- Overview
- Web Chat
- Authenticated Chat
- Web Chat Schedules
- Prompts
- Guest Chat APIs
- Events Handling in WebSocket Connection
- Working with Messages
- Chat Reconnects
- Overview
- Interaction/Conversation Data
- Conversation Aggregates Query
- Management/Evaluation Data
- User Status Data
- Query Syntax
- Analytics Query Builder
- Overview
- Available Recording Options
- Download Recordings Using API Endpoints
- Download a Recording Using Conversation ID
- Get a Conversation's Recording ID
- Bulk Export Recordings Using API
- Download Recordings Using Integrations
- Overview
- Routing Components
- Architect Flows
- Prompts
- Call Route
- Schedules
- Overview
- Fair Usage
- Utilization Monitoring
- Overview
- Continuous Delivery Model
- Change Management Policy
- Versioning
- Preview APIs
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- We will create an ecosystem through this training, which will enable you to convert opportunities into job offers by presenting your skills at the time of an interview. We can assist you in resume building and also share important interview questions once you are done with the training. However, please understand that we are not into job placements.
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