Genesys Cloud Implementation | 115 Questions with 100% Correct Answers | Updated & Verified

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What are the features of the Contact Center? - ✔✔ 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) softwar ... e like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? - ✔✔Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring telephony services use the Communicate features. What roles have contact center communications responsibilities? - ✔✔ 1. Contact Center Agents 2. Supervisors 3. Telephony Administrators 4. Super Administrators What is the difference between a Collaborate and Communicate License? - ✔✔Collaborate license is free for users and Communicate requires a license to run. What are the three license types available? - ✔✔The requirements of the organization determine which license best meets their needs: Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that require basic voicebased support in their contact center. Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that require multichannelbased (excluding social media) support in their contact center.Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that require multichannelbased including social media along with Workforce Management in their contact center. [Show More]

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