Premier Edition: Virtual Contact Center (VCC)

What is Premier Edition: Virtual Contact Center (VCC)?

Genesys Cloud – Premier Edition: Virtual Contact Center (VCC) architecture leverages the world-class SIP-server with advanced routing features at Genesys’s core and is delivered as an on-demand service. With a cloud-based solution, agent set-up, whether in-office or remote, takes place in minutes. Easily assign and modify skills for agents. Iteratively improve productivity and statistics in real-time by monitoring agent activity and reviewing historical reports.

Find information for the application that you use in the Premier Edition: Virtual Contact Center:

VCC 2.6.8 Release Note

VCC Solution Guide Learn how VCC can support your contact center.

VCC Dashboard Help Learn how to use VCC Dashboard.

VCC Agent Desktop Help Learn how to handle interactions and work with your team.

Historical Reporting Help Learn how to use the VCC Historical Reporting.

CX Builder Documentation Learn how to use CX Builder.

Hosted PBX, powered by BluIP Learn how to use and manage your hosted PBX.

Find out information about the Adapters:

VCC CTI Adapter for Salesforce Help Learn how to use the VCC CTI Adapter for Salesforce.

VCC CTI Adapter for Zendesk Help Learn how to use the VCC CTI Adapter for Zendesk.

VCC CTI Adapter for NetSuite Help Learn how to use the VCC CTI Adapter for NetSuite.

VCC Gplus Adapter for Salesforce Help Learn how to use the VCC Gplus Adapter for Salesforce.

Find information about the new feature highlights:

VCC 2.6.6 New Feature Highlights Video Learn about the new 2.6.6 feature highlights.

Premier/Self Service eLearning Course Links

Agent

• Premier Edition – Agent Training
• SFDC CTI Adapter
• SFDC Gplus Adapter
• CTI Adapter for Zendesk – Agent

Administrator/Supervisor

• Premier Edition – Administrator Training
• Premier Edition – Supervisor Training
• Premier Edition – User Management (Administrator) Training
• SFDC CTI Adapter - Administration
• SFDC Gplus Adapter - Administration
• CTI Adapter for Zendesk – Administration

IVR Self-Service

• CX Analytics – Basics
• CX Builder – Basics
• CX Builder Basics – Create a Call Transfer Page
• CX Builder Basics – Create a Message Page
• CX Builder Basics – Create a Question Page
• CX Builder Basics – Create a Schedule Page
• CX Builder Basics – Create an SMS Page
• CX Builder Basics – Create a Voicemail Page
• CX Builder Advanced - Create an ACD Page
• CX Builder Advanced – Create a Data Page
• CX Builder Advanced – Create a Logic Page
• CX Builder Advanced – Create a Transaction Page

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Troubleshooting Guide

Provides information on customer-guided troubleshooting techniques.