Genesys Cloud Implementation Study Guide | 2023 | 115 Questions with 100% Correct Answers | Updated & Verified

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) software 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.