PureConnect Education

Our courses, curricula and certifications are designed to provide your organization with the knowledge to implement, support, administer and operate the CIC system, so you can realize the maximum value.

Ready to register or have additional questions? Please visit our website at www.genesys.com/education.

Roles Based Training

  • CaaS Customer
  • Premise Customer
  • Partner
  • Certification Requirements

    Certification is required for partner and direct customer individuals that will be accessing Interactive Intelligence Support Services and downloading product licenses through our license management site. More important than the ability to access locked down sites is your ability, as a certified engineer, professional, administrator or associate, to prove your knowledge and skills on the CIC Platform to your organization and the entire world. A certification means you have mastered a particular skill set and proves that you have what it takes to administer and support the system that will help your organization provide top-notch customer service.

    Customer Interaction Center (CIC) On-Premise Certification Requirements

    • Interactive Intelligence Certified Engineer (ICCE)

      The Interactive Intelligence Certified Engineer (ICCE) is for individuals working for Partners responsible for implementing and supporting the CIC suite of products. This is a PARTNER ONLY certification. All partners are required to have at least 2 ICCE certified individuals on staff.

    • Interaction Center Certified Specialist (ICCS)

      The Interaction Center Certified Specialist (ICCS) certification is for individuals working for a premise-based customer responsible for administering and supporting the CIC suite of products. This is a CUSTOMER ONLY certification. All Direct Premise Customers are required to have at least 2 ICCS certified individuals on staff.

    • Interaction Center Handler Developer (ICHD)

      The Interaction Center Handler Developer (ICHD) certification is for individuals that handle the creation of custom applications, creates custom ties from CIC to legacy systems, creates and manages small customizations to existing CIC products. Partners are required to have at least 1 ICHD certified individual on staff.

    • Interaction Dialer Certified Engineer (IDCE)

      The Interaction Dialer Certified Engineer (IDCE) certification is for those individuals that will be implementing and configuring Dialer. It is also for those that will need to perform moves, adds and changes to the Dialer system. All Premise Partners and Customers: In order to open tickets with Support and download Dialer licenses, individuals must be IDCE certified.

    • Interaction Optimizer Certified Administrator (IOCA)

      The Interaction Optimizer Certified Administrator certification is for those that are responsible for configuring CIC system for implementation as well as workforce Managers responsible for Forecasting workload, creating schedules, managing real-time operational performance and schedule adherence. All Premise Partners and Customers: In order to open tickets with Support and download Optimizer licenses, individuals must be IOCA certified.

    Communications as a Service (CaaS) Customer Certification Requirements

    • CaaS CORE Associate (CCA)

      The CaaS CORE Associate (CCA) is for individuals working for a customer who will be administering and supporting the CIC CaaS based suite of products.

    • CaaS CORE Professional (CCP)

      The CaaS CORE Professional (CCP) is for individuals working for a customer who will be administering and supporting the CIC CaaS based suite of products and desire a higher level of certification.

    Ready to register or have additional questions? Please visit our website at www.genesys.com/education.