Customer-Specific Training

Customers requiring education may want to have classes taught on-site, or they may want to reduce the course duration by restricting the content only to what is required for a specific group of participants.

Genesys University instructors can teach the standard curriculum on-site at customer and partner facilities using customer equipment or a Genesys University mobile classroom. A mobile classroom is a set of laptops that can be completely pre-configured by Genesys and delivered to your location. All you need to provide is a room with tables and chairs, a projector and screen, and the course can start within minutes.

You can see all customization options summarized in the following graph:

	At GU facility	At Customer facility
Standard Course Content	Dedicated Session Receive the training when you need it	Standard On-Site Get the training at the time and place of your choice
Customized Course Content	Customized Training Choose your content and training environment	Customized On-Site You define when, where and what you learn

There are several ways of adjusting our course offerings to your needs, either by tailoring the content or by delivering the course at a time and place that suits you, or both, as outlined below.
Training Content
Genesys can add or remove chapters from courses, or create new material for entirely customized courses.

Training Environment
Genesys can use customer specific sample data (e.g. agent & agent group names) during the training, or completely customized configurations (e.g. customer reports or routing strategies).

Training Location
Genesys can teach at the customer site using customer equipment or the Genesys mobile classroom. The mobile classroom allows any room (e.g. meeting rooms or hotels) to be transformed into a technical classroom. Genesys also has several 3rd party facilities worldwide that can be rented for customer training.

Training Dates
Customer-specific training can be scheduled for dates that fit the customer's implementation cycle.

How does Genesys University customize training?

The training customization is done via the following steps:

1. Analyze and define the target audience of the customer/partner (which different job groups need to be trained)
2. Analyze the Genesys products these groups will use
3. Analyze the existing Genesys-related skills of these groups
4. Analyze and define the skills these groups require
5. Compare the gaps between existing and required skills with the range of standard Genesys courses
6. Develop specific curriculum based on the skill gaps for each group, using existing course material as much as possible, but adding and/or removing content as needed
7. Define delivery method, location and timing
8. Develop customized content and adjust the training environment, if required
9. Deliver the training as defined
10. Evaluate the success of the training

When should I consider customized instead of standard training?

• Training is needed immediately or around certain project deadlines that do not fit in with the schedule of standard Genesys University courses
• Important topics for your implementation are not covered in the standard courses
• Too many topics are covered in the standard courses, so customized training may save time
• Larger student group of 6 and more, which may make an on-site training delivery more cost-effective by saving travel expenses