Genesys University - Outbound Training

Genesys University

Outbound Training

North America: 888-369-5555
International: 505-647-6767
EMEA: +44 (0) 127-645-7002
https://genesyspartner.force.com/customercare/home/home.jsp

Need Assistance?

Are you new to Outbound? We recommend taking these courses to help you get started:

Who Are You Messaging?

How Do You Want to Interact with Your Customer?

Compliance, Rules, and Suppression

Who's Handling the Customer Interaction?

Administration

Need an answer right away? Watch a quick video:

Administration	Agents and Agent Groups	Campaigns and Sub-campaigns	Compliance, Rules, and Suppression	Lists	Reports	Scripts
Create New Users (3 mins) Password Enablement/Management (10 mins) Set Up and Manage Account Plans (5 mins) Set Up Event Notification Emails (2 mins) View a Log of Outbound Events (3 mins)	Create a Agent Voice Group (4 mins) Add Voice Agents to an Agent Group (2 mins) Create and Edit a Standard Agent Group (5 mins) Create and Edit a Portal Agent Group (2 mins) Create and Edit a Transfer Agent Group (1 min)	Create a Campaign Template (13 mins) Create, Run, and Manage Outbound Sub-campaigns (5 mins) Create, Run and Manage Inbound Sub-campaigns (5 mins) Retry a Sub-Campaign (3 mins) Establish Manual Dial & On Demand Passes (8 mins) Use Cross-channel Blending (5 mins) Add and Use a Caller ID Number (1 min) Understanding Time Zone Source Modes (15 mins) Enablement, Time Zone (6 mins) Device Mode, Time Zone (5 mins) Contact Mode, Time Zone (4 mins) Contact Then Device Mode, Time Zone (4 mins) Contact And Device Mode, Time Zone (4 mins)	Compliance Tools - Create Do Not Contact Dates (3 mins) Compliance Tools - Construct Do Not Contact Attempt Rules (9 mins) Compliance Tools - Establish Allowed Contact Times by Region (4 mins) Compliance Tools - Set Up Do Not Contact Location Rules (6 mins) Suppression Lists - Create a Suppression List (2 mins) Suppression Lists - Import a Suppression List (4 mins) Suppression Lists - Add a Contact or a Contact's Device to a Suppression List (2 mins) Suppression Lists - Append a List of Contacts to an Existing Suppression List (4 mins) Suppression Lists - Edit and Delete a Suppression List (2 mins) Suppression Lists - Export a Suppression List (2 mins)	Create a Contact List (3 mins) Edit and Manage a Contact List (4 mins)	Trace a Contact (3 mins)	Test a Script (2 mins) Creating a Self-service SMS Script (11 mins)

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ABOUT GENESYS

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises.

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