Frequently Asked Questions

 

You may select from the list of frequently asked questions below or scroll down for certification details. This information and more is also provided in the Certification Program Guide.

Why achieve a Genesys certification?

Why Genesys Customers Choose to Achieve a Genesys Certification:

  • SAVE: A certified technical staff means less dependence on third-party integrators for modifications and enhancements as the contact center grows
  • PERFORM: Great customer service is an organization-wide responsibility. A certified technical staff means quicker resolutions to any unexpected issues as well as more impressive application of Genesys capabilities - all of which help enhance the customer experience.
  • EXECUTE: Certified individuals contribute to the success of the company because they have the knowledge and expertise to implement, operate and/or troubleshoot Genesys components integral to customer success.

Why Genesys Partners Choose to Achieve a Genesys Certification:

  • STAND-OUT: Genesys certifications are the recognized benchmark in the contact center industry.
  • WIN: Certified partners are more likely to win bids because customers have more confidence in partners who can verify their skills and knowledge.
  • PROMOTE: Genesys supports our certified partners by promoting them on our web site. Additionally, any certified individual can incorporate the Genesys Certified Professional logo on business cards, advertising their achievements.
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What is the purpose of the exams?

The exam tests the candidate's proficiency. The exams   help ensure that professionals working in this field have learned the key skills and knowledge that are important in the use of Genesys software. These exams explore a broad range of information to make certain the individual has acquired the appropriate skill set.
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What is the cost associated with the certification program?

Exams for all courses worldwide have been standardized to assure customers that wherever they choose to take the certification exams the exams will be the same. However, prices will vary slightly based on region. The exam fees are imposed for each occurrence of the exam taken. This fee covers the cost of registration and administration of the exam. Students who wish to take an exam after completing any portion of the certified preparatory track are eligible to receive a discount voucher for the corresponding exam. A challenge exam, taken without suggested preparatory training, is $900.00 USD / 900 EUR / 600 GBP / 1500 AUD. Exam re-take registration fees are the same.
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How do I register for an exam?

Exam registration can be done by visiting the Prometric web site.
  1. Select your area of study (Information Technology (IT)); select your testing program (Genesys Telecommunications Laboratories); choose your country and state. Click Next.
  2. Select Schedule an Appointment from the middle of the page. Click Next.
  3. Select the Exam of your choice. Click Next.
  4. Choose an exam site.
  5. You will be asked to log-in or complete a profile for a New User. You will be directed to a web page to choose a Date and Time for your exam.
  6. A summary of your enrollment will appear. You will be asked to enter your voucher number at the top of the page. Click Commit Registration if all information is accurate.
  7. You will be sent a confirmation email with FAQs for taking an exam at Prometric.

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When and where are the certification exams given?

Genesys certifications exams are available at over 3,000 Prometric testing sites worldwide. Genesys University forged this alliance so that our partners and customers can enjoy the flexibility and convenience of taking a certification exam near their home or  office, and at a convenient time. Genesys certification exams are only available via Prometric testing centers and periodically at special Genesys events, i.e., GForce users conference. You can find a testing center close to you by selecting your program and country/region here.
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What kind of exam can I expect?

The exam is timed and will range from 2 to 2.5 hours. The exam is comprised of a variety of question types: true/false, multiple choice, multiple response and scenarios . The exam is completely closed book. Documentation CDs, laptops, PDAs or any other types of assistance are not allowed.
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In what language is the exam given?

All exams are currently given only in English.  Exam candidates in non-English speaking countries are allotted 3 hours to take the exam. Students in English speaking countries who are non-native English speakers or require any other special accommodations may get an additional 30 minutes, as long as the request is made in advance of registration. The Special Accommodations department will field and manage all special requests and can be contacted at specialconditions@thomson.com or +1800 967 1139.
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When will I know if I passed the exam?

Results will be automatically generated at the completion of the exam. The notification will state whether the candidate has passed or failed and will also reveal the total score.
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Can I find out what questions I missed?

No. As part of our policy, exams are not returned or reviewed with test candidates. This policy is in line with industry-wide standards.
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When I achieve my certification, what kind of documentation do I receive?

Candidates passing qualification exams for certification will receive a letter, a certificate noting the certification and date it was achieved, and a Genesys Certified Professional pin. These are sent by your local Genesys University training center 45 days after the certification is attained. Please ensure that your profile information is accurate when completing a Prometric registration.
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What is the Candidate Agreement?

The Candidate Agreement lays out the terms, conditions, and confidentiality required of potential candidates and outlines the use of the Genesys Certified Professionals (GCP) logo on personal business cards. It will be presented as the first question of the online exam. In some circumstances, when a paper exam is being administered, the GU registrar may ask that the Candidate Agreement be submitted at the time of exam registration. You may view the Candidate Agreement in advance of taking the exam.
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What is the process to retake the exam if I didn't pass?

You can schedule another exam at any Prometric testing center worldwide. Candidates must wait 30 days before retaking an exam.
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What if I'm already a Certified Genesys Engineer (CGE) or a Certified Genesys Routing Professional (CGRP) from Genesys 5 or 6, do I need to re-certify?

If you are certified as CGE6 or CGRP6 you will not lose your certification now that Genesys 7 certifications are available, but your certification is limited to the earlier Genesys version. To upgrade your certification, you must take the Genesys Certified Professional exams for release 7 (GCP7).

The Genesys Certified Professional 7 - System Consultant, Inbound Voice (GCP7-CIV) follows the CGE 6 exam. The CGRP 6 equivalent for version 7, Genesys Certified Professional 7 - Developer, Inbound Voice Routing (GCP7-DIV), is available for candidates interested in upgrading this certification. Genesys highly recommends attending the full preparation track (see Certified Preparatory Tracks), as between Version 5.x and 7.x, many new functionalities were introduced, in addition to the architecture and technology changes.
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What if I am expertly familiar with Genesys software and want to take the exam but not the class?

Challenge exams are available. Registration procedures for challenge exams are the same as registering for the regular certification exams. See "What is the cost associated with the certification program?" above.
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