Genesys Certification

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 that are 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 (GCP) logo on their business cards, advertising their achievements.

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 to use and support Genesys products. These exams include a broad range of topics to verify that the individual has acquired the appropriate skill set.

What is the cost associated with the certification program?
Exam prices will vary slightly based on region. While prices may vary, Genesys University certification exams worldwide have been standardized to ensure that wherever you choose to take your exam, the exam content will be the same. The exam fees are paid to Genesys University, and cover the cost of registration and administration of the exam. Upon receipt of payment, Genesys University will provide the candidate with an electronic voucher code that can be used when registering for an exam via the Prometric Web site. Each voucher code will apply to a single registration and one certification attempt. 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.

How do I register for an exam?
Exam registration is completed on the Prometric Web site.

1. Contact your local Genesys Training Center to prepay and obtain an exam voucher code.
2. Go to the Prometric Web site located at http://www.prometric.com/Genesys/default.htm. Click Start.
3. On the new page, select Schedule An Appointment. Click Next.
4. Select the country (and state/province if needed). Click Next.
5. Confirm Genesys Telecommunications Laboratories. Click Next.
6. Review the Genesys Welcome Page. Click Next.
7. Select the Exam of your choice. Click Next.
8. Choose an exam site.
9. You will be asked to log-in or complete a profile for a New User.
10. Choose a date/time for your exam. Click Next.
11. Choose the Discount Type. Select: Voucher
12. Enter your exam voucher code. Click Validate.
13. A summary of your enrollment will appear. Confirm the Payment Information is accurate. Review the Terms of Agreement. Click I agree.
14. When all information is complete, Click Commit Registration.
15. You will be sent a confirmation e-mail with FAQs for taking an exam at Prometric.

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, such as G-Force user conferences. You can find a testing center close to you by selecting your program and country/region here.

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.

In what language is the exam given?
All exams are currently given only in English. The only exception is that selected certification exams are available in Japanese through Prometric Test Centers in Japan. 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 +1 800 967 1139.

When will I know if I passed the exam?
Printed results will be automatically generated at the completion of the exam. The printed exam results report will state whether the candidate has passed or failed and will also reveal the total score.

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.

When I achieve my certification, what kind of documentation do I receive?
Candidates who pass qualification exams for certification will receive a formal congratulatory letter and a printed copy of their certificate noting the certification and date it was achieved. These are sent by your local Genesys University training center 45 days after the certification is attained. Candidates will also be provided with an electronic Genesys Certified Professionals (GCP) logo file that they can use in their personal stationary or e-mail signature denoting their accomplishment. Please ensure that your profile information is accurate when completing a Prometric registration.

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. You may view the Candidate Agreement in advance of taking the exam.

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 10 days before retaking an exam.

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?
All CGE6 and GCP7 individual professional certifications are limited to the Genesys products and version identified by their certification. For example, a CGE6 certification designates Genesys version 6 only. All Genesys version 6 individual professional certifications are valid for 2 major product releases.

All candidates who achieve their individual professional certifications after June 30, 2007 will be required to renew their certifications after three years (from the date of their exam), regardless of the number of Genesys major products that have been released since the date of their certification exam.

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 new functionalities may have been introduced, in addition to the architecture and technology changes.

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.

Registration for Training

Who is eligible to register for training at Genesys University?
Training at Genesys University is open to all current Genesys customers and partners.

How do I register for a class?
For classes in North America or Latin America, please click here to register.
For course registration in APAC, please click here.
For course registrations in EMEA, please click here.

This document has more information on how to register.

What is the availability for the class I want to take?
The online schedule provides the seat availability. Classes fill quickly, so don't delay!

Are there any prerequisites?
Please refer to each course description for prerequisites. Refer to Master Course List for complete prerequisite skills and courses.

What is the cost of a course?
Course prices vary, depending on the length and complexity of the course content. Prices for each course are listed in the course description.

To whom do I make out my check or purchase order?
To ensure no delay in the registration process, please address all checks or purchase orders to the Genesys Telecommunications entity that offers your course.

Can I pay by credit card?
Yes, we accept VISA, MasterCard, American Express (Accepted World Wide), and Diner's Club (US only).

How do I know when I am confirmed in a class?
Confirmations are sent to students via e-mail. An e-mail will inform the student of the title, date, and location of the class they are confirmed for. The e-mail also provides driving directions and hotel information.

Can you provide me with information on hotels in the area?
Refer to the individual country pages for directions and accommodation details.

What are the beginning and ending times of your classes?
Most of our classes are held between 9 a.m. and 5 p.m. Monday through Friday. All pertinent information (class information, directions, and hotel information) will be provided once you have been confirmed for class.

If I need to cancel a class, what do I do?
To cancel a class and receive a full refund, please login to online registration and view your profile. Select the class you need to cancel and proceed with the cancellation process as soon as possible, but no less than ten (10) business days prior to the start of class. Companies will be charged the full amount for classes canceled less than ten (10) business days before the start of class.

Do you have e-Learning training available?
We currently deliver CBT training for Agents and Supervisors working with Workforce Management.

May I arrive late or leave early?
Genesys strongly advises against missing any course hours. Arriving late or leaving early may result in incompletion of the course.

What do I need to bring to class?
Nothing, you will be provided with all necessary course material.

Will I have Internet access and/or phone access for my company's communication?
Genesys provides stations with dial-up, broadband Internet access and phones for local and long-distance calls. Laptop computers are recommended. You will receive a documentation CD that you may review after hours.

What is the dress code for the classes?
Business casual.