Genesys PureEngage Cloud User Guide

CLOUD

PUREENGAGE CLOUD
USER GUIDE

Page 1 of 26 Genesys Confidential Pub. Date: June 10, 2020

Genesys PureEngage Cloud User Guide

Table of Contents
TABLE OF CONTENTS ...................................................................................................................... 2
1 ABOUT THIS USER GUIDE ........................................................................................................ 5
2 GENESYS PUREENGAGE CLOUD OVERVIEW ..................................................................... 6
2.1 BASIC CLOUD SERVICE ELEMENTS ............................................................................................ 6
2.2 GLOBAL CLOUD REFERENCE POINTS ......................................................................................... 6
3 DIGITAL ........................................................................................................................................ 7
3.1 CHAT......................................................................................................................................... 7
3.2 EMAIL ....................................................................................................................................... 7
3.3 SMS .......................................................................................................................................... 7
3.4 WEB CALLBACK ........................................................................................................................ 7
3.5 CO-BROWSE............................................................................................................................... 7
3.6 WIDGETS ................................................................................................................................... 7
3.7 SOCIAL ENGAGEMENT (FACEBOOK AND TWITTER) .................................................................... 8
3.8 ALTOCLOUD PREDICTIVE ENGAGEMENTS .................................................................................. 8
4 INBOUND....................................................................................................................................... 9
4.1 INBOUND VOICE ROUTING AND TRAFFIC ................................................................................... 9
4.2 POST-CALL VOICE SURVEY ........................................................................................................ 9
4.3 PRIVATE AND GROUP VOICEMAIL .............................................................................................. 9
4.4 QUEUE CALLBACK..................................................................................................................... 9
4.5 DESIGNER (VOICE AND DIGITAL) ............................................................................................... 9
4.5.1 Predictive Routing with Designer ....................................................................................... 9
4.5.2 Designer Omnichannel Applications ................................................................................. 10
4.5.3 Designer MicroApps ......................................................................................................... 10
4.5.4 Context Routing ................................................................................................................ 10
4.5.5 Chatbots Support .............................................................................................................. 10
4.5.6 Voicebots Support............................................................................................................. 10
5 ROUTING .................................................................................................................................... 11
5.1 INTELLIGENT WORKLOAD DISTRIBUTION (IWD) ...................................................................... 11

6 ANALYTICS ................................................................................................................................ 12
6.1 REPORTING (REAL-TIME AND HISTORICAL) ............................................................................. 12
6.2 DESIGNER ANALYTICS ............................................................................................................. 12
7 OUTBOUND ................................................................................................................................ 13
7.1 VOICE OUTBOUND ................................................................................................................... 13

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7.2 PROACTIVE OUTBOUND – SMS AND EMAIL ............................................................................. 13

8 SELF-SERVICE AND AUTOMATION ..................................................................................... 14
8.1 ENTERPRISE IVR ..................................................................................................................... 14
8.2 PLATFORM AS A SERVICE (PAAS) IVR ..................................................................................... 14
9 COLLABORATION .................................................................................................................... 15
9.1 PSTN & PBX BASED AGENTS .................................................................................................. 15
9.2 SIP ENDPOINT SOFTPHONE (EA) .............................................................................................. 15
9.3 DESK PHONE SUPPORT (EA) .................................................................................................... 15
9.4 OPEN-INTERNET-CONNECTED AGENTS ..................................................................................... 15
9.5 WEBRTC MEDIA SERVICE ....................................................................................................... 15
10 WORKFORCE ENGAGEMENT MANAGEMENT............................................................... 16
10.1 GENESYS INTERACTION RECORDING .................................................................................... 16
10.2 IVR RECORDING .................................................................................................................. 16
10.3 SCREEN RECORDING ............................................................................................................ 16
10.4 QUALITY MANAGEMENT ...................................................................................................... 16
10.5 WORKFORCE MANAGEMENT ................................................................................................ 16
10.6 INTERACTION ANALYTICS – SPEECH .................................................................................... 16
11 OMNICHANNEL DESKTOP .................................................................................................. 17
11.1 AGENT WORKSPACE ............................................................................................................ 17
11.2 SUPERVISOR WORKSPACE .................................................................................................... 17
11.3 CRM ADAPTER .................................................................................................................... 17
11.3.1 Salesforce ......................................................................................................................... 17
11.3.2 Microsoft Dynamics 365 ................................................................................................... 17
11.3.3 ServiceNow ...................................................................................................................... 18
11.4 AGENT SCRIPTING (APPFOUNDRY) ....................................................................................... 18
12 INTEGRATION........................................................................................................................ 19
12.1 SUPPORTED APIS ................................................................................................................. 19
12.1.1 WWE Service Client API................................................................................................... 19
12.1.2 PureEngage Cloud Provisioning API ................................................................................ 19
12.1.3 PureEngage Cloud Statistics API ...................................................................................... 19
12.1.4 PureEngage Cloud Workspace APIs for Voice and Chat ................................................... 19
12.1.5 Genesys Engagement Services (GES) APIs ....................................................................... 19
12.2 TASK ROUTING .................................................................................................................... 19
12.3 BULK DATA EXPORT – WFM, INFOMART, AND INTERACTION RECORDINGS ......................... 19
12.4 APPFOUNDRY ...................................................................................................................... 19

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13 OPEN PLATFORM .................................................................................................................. 20

13.1 PARALLEL TEST ENVIRONMENT ........................................................................................... 20
13.2 INFRASTRUCTURE ................................................................................................................ 20
13.3 SUPPORTED STANDARDS AND/OR CERTIFICATIONS .............................................................. 20
13.4 PORTAL................................................................................................................................ 20
13.5 AGENT SETUP ...................................................................................................................... 21
13.6 CLOUD DATA DOWNLOAD SERVICE (CDDS)........................................................................ 21
13.7 OS AND BROWSER SUPPORT................................................................................................. 21
13.8 TELECOM ARCHITECTURE .................................................................................................... 21
13.9 DEVICE MANAGEMENT ........................................................................................................ 21
13.10 SUPPORTED PHONES ............................................................................................................. 22
13.10.1 Supported Hard Phones ................................................................................................ 22
13.10.2 Supported Soft Phones................................................................................................... 22
14 PUREENGAGE CLOUD DATA RETENTION POLICY ...................................................... 23
14.1 DEFINITIONS ........................................................................................................................ 23
14.2 POLICY................................................................................................................................. 23
14.3 DATA RETENTION PERIOD BY SOLUTION CATEGORY............................................................ 24
15 WIRELESS OUT-OF-BAND MANAGEMENT...................................................................... 25
16 SUPPORT ................................................................................................................................. 26

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1 About this User Guide

This User Guide describes the elements of the PureEngage Cloud Service that are available for order.
Only elements specified in a Services Order will be made available to any individual customer as
indicated in the agreement.

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2 Genesys PureEngage Cloud Overview

2.1 Basic Cloud Service Elements
Genesys’ PureEngage Cloud leverages the world-class SIP-based contact center and Genesys Voice
Platform (GVP)/Media Services products at the service’s core and is offered on a subscription basis.
Usage-based aspects of the service can be provisioned to meet the needs of customers, whether they
have a large number of users, have need of on-premises integration with the service, or require
enhanced routing and reporting. Built on Genesys’ market-leading universal queuing and routing
features, the Genesys suite supports blended seats, including blending inbound with outbound, voice
with eServices, or a number of other combinations. Rounding out the portfolio is a set of optional
features to help customers optimize their contact centers, including call recording and Workforce
Management.

2.2 Global Cloud Reference Points

 9 Global points of presence including the US, Canada, APAC, and Europe
 Services enabled through leading providers include Amazon Web Services
 Service offers including MPLS and various TELCO providers; customers may have the option to
leverage their established network or TELCO providers
 Georedundant High Availability and Disaster recovery
 Scalability to >10,000 agents per tenant customer
 PCI-DSS, ISO27001, HIPAA, and SOC compliant, conformance with the EU GDPR

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3 Digital
3.1 Chat
Genesys Advanced Chat provides real-time live assistance to your web customers asynchronously, thus
allowing customers to start and continue a chat session as needed. Customers Chat requests are
managed and responded via the same service as your voice interactions. Customers can also be
proactively invited to chat (through Altocloud).

3.2 Email
Genesys Email allows Customer Service Representatives or contact center agents to track, manage and
respond to customer Email inquiries with the same service as traditional voice interactions. Message
content is analyzed, and messages are routed to the best resource.

3.3 SMS
Connect a customer to the right resource anywhere in your business by routing customer text messages
to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for
support is faster and more efficient than calling and enables conversations from anywhere.

3.4 Web Callback

Web Callback enables end consumers to click on a “request callback” link on a website, input data on a
webform, and request a callback from the customer either immediately or at a scheduled time. Callback
reporting provides active (real-time) and analytic (historical) views of how effectively your callback
strategy is meeting consumer needs.

3.5 Co-browse
Genesys Co-browse lets customer service agents initiate co-browsing sessions that, in conjunction with
real-time chat or phone support, enable them to provide more effective, and personalized, online
assistance. By being able to view what online consumers are seeing, the agent can help with everything
from resolving shopping questions to completing forms and applications. The ability to co-browse with
consumers can prevent having to escalate problems to another channel, and boosts consumer
satisfaction in the process.

3.6 Widgets
The Genesys Widgets solution provides a library of configurable, extensible, dynamic, and context-aware
business widgets, which incorporate the user interface, business logic, and connections to your back-end
Cloud Services. Genesys Widgets can be used on websites and in web applications to provide a
personalized experience for your consumers:
 Webchat
 Callback
 Click-to-Call
 Co-browse

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3.7 Social Engagement (Facebook and Twitter)

There’s no getting around it—customers today are talking about your business on social media—either
hoping to interact with you directly or sharing opinions with others about their experiences with your
business. Genesys Social Engagement bridges the gap between customers and business:
 Managing comments on Public Posts that needs attention
 Handling private conversations (Facebook Messenger & Twitter DM)
 Handling Twitter mentions and Twitter handles
 Handling Public to Private conversations for higher customer satisfaction
Key Differentiators
 Public and Private in one place
 Freedom to manage multiple handles
 Manage customer’s feedback globally and in public

3.8 Altocloud Predictive Engagements

The Altocloud predictive engagement solution uses machine learning and AI to build predictive models,
in real-time, to segment visitors/prospects/customers into Personas and determine the ideal moments
to engage customers using any communication channel.
Leveraging predictions about Outcome Probabilities, we instantly route interactions to best agents and
integrate tightly with websites, CRMs, and marketing automation tools, to utilize all
customer data/information and predict outcomes in real-time:
This enables you to:
 See what customers are doing before, during, and after interacting
 Notify reps about important visitors and their behaviors
 Act automatically to engage buying interest or need for support, assisted or automated
 Predict how, when, and who to engage based on needs, interests, and goals

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4 Inbound
4.1 Inbound Voice Routing and Traffic
Using operational parameters and rules, administrators can control both custom routing strategies
installed at the time of Provisioning, and pre-defined templates made available with the service. The
customer’s contact-center hours of operation are an example of an operational parameter that can be
configured by administrators.
The inbound voice IVR service includes standard DTMF signaling and supports advanced options
including Text to Speech (TTS) and Automatic Speech Recognition (ASR).
With the rich control afforded by operational parameters and rules, administrators have a web-based
mechanism to control the service in near real time. More complex routing changes require either a
Move/Add/Change/Delete (MAC/D) Services Order (placed with Customer Care) or a Statement of Work
(SoW) through Professional Services, depending on the complexity of the requirement.
Routing Analytics provide the ability to view, in near real time and historically, the effectiveness of your
routing applications to better understand your customer experience.
Throughout the lifecycle of the service, the Genesys Cloud Customer Portal (also known as Portal) will
evolve to allow more customer administrative and routing changes to be made without a MAC/D
Services Order. Customers will always have the option of engaging Professional Services (via a SoW) to
make more complex changes.

4.2 Post-call Voice Survey

The Voice service includes an integrated and simple-to-engage voice survey option that allows for
reliable measurement of customer satisfaction through post-call surveys that include the ability to
capture and report on metrics related to the user experience.

4.3 Private and Group Voicemail

Genesys voicemail enables group and personal voicemail. Features include the capture of messages,
playback, deletion, and storage, as well as a Message Waiting Indicator on the Agent Desktop. Email
notification is also supported.

4.4 Queue Callback

The Genesys queue callback service allows consumers to request a callback when they are in queue,
either as soon as possible, or at a scheduled time. Callback reporting provides active (real-time) and
analytic (historical) views of how effectively your callback strategy is meeting your customers’ needs.

4.5 Designer (Voice and Digital)

Genesys Designer provides a simple intuitive web-based call flow design tool. It supports both self-
service and assisted-service call flows. Designer includes predefined routing blocks to support after-call
voice surveys and immediate and scheduled callback. This same administration tool also provides
support for managing operational parameters and announcements.

4.5.1 Predictive Routing with Designer

Predictive Routing with Designer determines the best possible match between waiting interactions and
available agents by drawing on accumulated agent and interaction data, analyzing interactions and
outcomes, and generating models to predict outcomes.

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4.5.2 Designer Omnichannel Applications

Designer Omnichannel Applications build your self-service and routing apps once and point the
application to voice and chat channels.

4.5.3 Designer MicroApps

The Designer MicroApps Store is an independent component that provides a store-like service to enable
Designer users to download pre-built modules for use in their applications. It provides end-to-end
workflow covering the entire life cycle of reusable artifacts relevant to application development and
management. The Designer MicroApps store also:
 Provides administration capabilities to internal Genesys users to submit, review, and approve
packages
 Enables Genesys customers to browse for MicroApps from within Designer and download
them to their Designer instances
 Processes the packages and makes them available for use, similar to how Designer Shared
Modules are used currently

4.5.4 Context Routing

Genesys Context Routing allows businesses to access their customer data to personalize the routing or
IVR experience for their consumers.

4.5.5 Chatbots Support

Customers may use Designer and Dialog Engine to create a chatbot natively or bring their own bot (such
as Amazon Lex). With Chatbots, you can:
 Automate tasks and assist with queries across multiple channels—web, mobile, social, SMS,
and messaging apps
 Alleviate strain on your contact center employees while improving the customer experience
and controlling costs
Chatbots can be configured and handed over to an agent within business hours or offer a callback when
outside of business hours or at busy times.

4.5.6 Voicebots Support

Voicebots provide AI driven natural language understanding, allowing rich self-service of voice
interactions. Voicebots increase self-service containment and enhance the customer experience
through natural language. Voicebots support includes:
 AI-driven Natural Language Understanding
 Third Party Transcription + Third Party or Native Intent Determination
 Designer support for:
o Amazon Lex
o Google Dialogflow
o Genesys Dialog Engine with Google SR Transcription and GVP Call dialog management
 Mix and Match Native and Third-Party Bots even within a single interaction

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5 Routing
5.1 intelligent Workload Distribution (iWD)
Genesys Cloud intelligent Workload Distribution (iWD) is a business application for dynamically
prioritizing the distribution of work tasks to the employee best suited to handle them. Genesys Cloud
iWD provides out-of-the-box business-user functionality that integrates enterprise software with
employees, customer experience capabilities, internal business processes, and delivers business benefits
quickly. Capturing work items from any system, continuously prioritizing and classifying the work to
push the work to the best available employee.
Genesys Cloud iWD works in concert with existing enterprise software applications (such as ERP, BPM,
DCM, Salesforce) as well as homegrown legacy systems, to create a single, global task list, which is
sorted based on business value, ensuring that the right resources, regardless of location, are proactively
receiving the most critical or highest value tasks, regardless of media-type or system, at the right time
and right location. iWD comes with specific integration capabilities called capture points. These capture
points are designed to ease the integration with source systems that own the tasks.
Efficiently managing customer requests requires an understanding of the business context of the
request. For example, the associated business process, the product requested, or value of the customer
making the request are important criteria for calculating service levels and routing to the right resource
based on business value. With Genesys Cloud iWD, enterprises can effectively manage all customer
service resources and business processes across the enterprise, going beyond the walls of the formal
contact center and into other areas of the business-like branch offices and experts in the back-office.
At the heart of Genesys Cloud iWD is a set of features and functions, designed for business users, to
more effectively manage tasks in the organization and provide the business agility required in today’s
competitive marketplace.
 Business Context Configuration – Cloud iWD requires the source system to classify the task
and pass onto iWD to match with the appropriate departments and business processes,
against which tasks are then managed and reported on. Adding new departments or business
processes is a simple matter of configuration by a business user.
 Service Level Agreement-based Rules – The Cloud iWD service level rules ensure tasks are
completed according to the service level agreements (SLA) defined by business users. SLA
rules quickly order the tasks from most important to least important, based on business
value. Because information related to a task can change, iWD automatically re-assesses tasks
throughout their lifecycle, ensuring the most important are at the top of the global task list.
 Task Management – Operations Managers and Team Leads with appropriate security
permissions can:
 View tasks captured
 Hold, resume, and cancel tasks
 Modify task attributes and updates take effect immediately
 Manage flexible and business-friendly prioritization schemes
 Business Insights – Cloud iWD offers a set of task-based statistics providing insight into
business performance and comparisons against key performance indicators configured in iWD
by business users. Business insights are available for the current day, and intraday historically.

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6 Analytics
6.1 Reporting (Real-time and Historical)
The service includes operational and historical reporting. Web-based, near real-time operational
reporting is provided through a standard set of reporting templates or widgets. New operational
reporting templates can be authored and/or customized by Genesys for additional fees.
For historical reporting, many configurable templates are available. Users can directly tailor historical
reports using filters and drill-down features of the existing reports, as well as modify or build a new
report with a few drag-and-drop maneuvers via a standard web-enabled user interface. Custom reports
can be saved in a shared repository or to the desktop for offline use. The reports can be accessed
subject to role-based restrictions and automatically distributed via various media, including mobile
devices. Users can download detailed interaction information to perform additional analytics based on
the customer’s business requirements.

6.2 Designer Analytics

Designer Analytics offers a close-to-real-time view of what is happening in your contact routing
environment.

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7 Outbound
7.1 Voice Outbound
The Genesys cloud-based dialer lets you develop sophisticated outbound contact strategies that
leverage preview, predictive, and progressive dialing.
 Preview Dialing – Distribute calls from a list to the agent’s desktop on request.
 Progressive Dialing – Initiate an outbound call when an agent is available and no calls are in
queue.
 Predictive Dialing – Leverage a predictive dialing algorithm to pace outbound calls, including
compliance, auto pacing, and unproductive call filtering (voicemail, busy, disconnected
numbers).
 Blending Inbound/Outbound – The dialer supports the blending of inbound calls and
outbound campaigns, allowing agents to balance their time in a manner that delivers higher
customer satisfaction and service levels.
 Outbound Automated Voice Messaging – Automated message notification service enables
you to proactively notify customers about upcoming appointments, prescription availability,
or other key events.
Separate provisioning fees will apply for Genesys to create and manage outbound dialing campaigns and
enable blended inbound/outbound dialing on the customer’s behalf.

7.2 Proactive Outbound – SMS and Email

Genesys Outbound SMS and Email supports automated one-way and interactive text or email message
campaigns to customers without involving an agent. Included is the ability to create standalone message
campaigns or sophisticated multi-channel, blended outbound campaigns using Dialer, Outbound IVR,
Text and/or Email channels that leverage escalation capabilities based on the results of previous contact
attempts. Campaigns can be scheduled in advance or individual messages can be sent on demand. Both
email and SMS messages can be personalized.
For SMS, Genesys supports short codes, text-enabled toll-free numbers, long codes, and alpha sender
IDs.
Outbound SMS and Email can be used for marketing and sales promotions, proactive status
notifications, collections efforts, and interactive surveys.
When used in conjunction with the inbound SMS and Email routing services, customer responses to
proactive email and SMS messages can be routed to an appropriately skilled and enabled agent to
continue the conversation.

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8 Self-Service and Automation

8.1 Enterprise IVR
The Cloud Enterprise IVR solution delivers rich self-service IVR capabilities. Genesys provides this service
offering based on its own widely-deployed VoiceXML IVR. The service includes a set of web interfaces to
enable administrative control, and it provides both call and application reporting. Service usage may be
purchased as either Port Subscriptions or Per-Minute Subscriptions. Cloud self-service customer
engagement solutions are solely based on IVR, without agent engagement; however, the solution is
designed to integrate with the customer’s standard call routing and computer telephony integration
(CTI) systems to provide an integrated caller experience when self-service becomes assisted service and
callers opt to speak to an agent.

8.2 Platform as a Service (PaaS) IVR

The Platform as a Service IVR solution provides similar self-service capabilities to Enterprise IVR,
including speech recognition and text-to-speech services. However, PaaS IVR enables the customer to
continue to use their existing on-premise applications and tools. Calls are placed to the Genesys
PureEngage Cloud platform, and customer applications are retrieved at runtime by the PaaS IVR
platform. The customer retains application development, reporting, and back-end integrations on their
own premises. PaaS IVR can help customers take a measured step towards PureEngage Cloud, while
continuing to maintain their own application tier. PaaS IVR also enables customers to perform phased
migrations to Enterprise IVR.
PaaS IVR supports pure self-service, as well as call transfer to a customer demarcation point. Subsequent
routing to customer-hosted assisted service (agents) is handled by the customer. PaaS IVR can also
support routing to PureEngage Cloud agents, enabled through a Professional Services engagement. PaaS
IVR includes administrative and reporting capabilities.
PaaS IVR supports the Genesys Intelligent Automation platform as a premise application server. Other
VoiceXML-compatible premise application server platforms can be used as well. Contact Genesys
Product Management for details.

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9 Collaboration
9.1 PSTN & PBX based agents
Agents may use any PSTN-based or PBX-based phone set as long as the phone has Direct Inward Dialing
(DID).

9.2 SIP Endpoint Softphone (EA)

Genesys softphone that seamlessly integrates with the agent desktop user interface.

9.3 Desk Phone Support (EA)

Hard phone SIP support is either directly connected to PureEngage cloud or serviced from another SIP
enabled solution.

9.4 Open-internet-connected Agents

All agent UIs are accessed through the internet – no MPLS required.

9.5 WebRTC Media Service

Agents can use a softphone using the WebRTC protocol (includes OPUS codec and Encryption).

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10 Workforce Engagement Management

10.1 Genesys Interaction Recording
To address the quality recording needs, users can record all calls or just a portion. Call recordings can be
based on standard telephony information or call routing data. For example, you can choose to record
only “platinum customer” calls. All caller data you identify as relevant is also stored with the recording,
enabling search. For example, you can search by standard telephony information such as caller ID. Call
recordings can also be paused and resumed based on external events; for example, the service can
trigger a pause during the collection process so that credit card information is not recorded. Users can
access call recordings from any location with secure network connectivity.

10.2 IVR Recording

Call recordings can optionally include the IVR portion of each voice interaction. This allows for complete
end-to-end capture of the customer experience from IVR answer to Agent hang up.

10.3 Screen Recording

Users can record computer screens for either all voice interactions or just a portion. When enabled,
screen recordings are captured as adjunct resources when the voice interactions are recorded.

10.4 Quality Management

To address the needs of both training and quality purposes, users can listen to, score, and administer
call recordings as a part of a larger quality management program.

10.5 Workforce Management

The service delivers a comprehensive Workforce Management (WFM) solution, allowing forecasting,
scheduling, adherence, and other standard administrative tasks through a web-based interface. By
providing minimal configuration requirements and a rich set of pre-built contracts, shifts, and breaks,
WFM makes it easy to get started. Users can see their current schedules through a standard web-based
interface, while supervisors can view schedules, make shift adjustments, and perform schedule swaps.
Additional WFM capabilities can also be configured by Professional Services as an optional service under
a SoW.

10.6 Interaction Analytics – Speech

You can analyze up to 100% of recordings to uncover why customers are contacting your company, what
are their topics of conversation, why multiple contacts are needed to resolve specific issues, what
processes cause customer frustration and whether your agents are providing an appropriate level of
service.

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11 Omnichannel Desktop
11.1 Agent Workspace
The service provides the web-based Genesys Agent Desktop that supports a variety of consumer
interaction channels. The service can be easily integrated with a defined set of customer relationship
management (CRM) or back-office applications via standard Genesys adapters. The service can also
centralize multiple web applications together through a common interface and facilitate desktop
navigation and workflow.
The Agent Workspace provides a variety of flexible configuration options that can be provisioned by the
customer administrator. Options include:
 Providing a screen pop with the relevant attached data, including the ability to pass this
attached data to a defined URL
 Displaying consumer interaction history on recent interactions
 Displaying user and service statistics
 Setting Not Ready Reason codes and Disposition codes

11.2 Supervisor Workspace

The web-based Genesys Supervisor workspace desktop supports a variety of functions required by
supervisors to accurately lead and manage their teams. The supervisor workspace includes the ability to:
 Monitor voice and chat interactions with coach and barge-in support for monitored
interactions
 Provide Email QA review
 Monitor and manage agent states
 Manage and edit interaction queues and workbins

11.3 CRM Adapter

The combination of Genesys with CRM applications significantly improves agent and enterprise
productivity. Genesys provides the following integration options for the most popular CRM:
11.3.1 Salesforce
Genesys Gplus Adapter enables you to integrate inbound voice and chat interactions with
Salesforce Sales or Service Cloud. It offers screen pop of Salesforce objects such as contact,
account, or cases. Voice and digital interaction controls allows access to interaction controls such
as accept, reject, end, hold, resume, transfer, and conference. Other features include basic agent
real-time performance dashboard and click-to-dial outbound calling from Salesforce phone fields.
 Support for Salesforce Lightning
11.3.2 Microsoft Dynamics 365
Genesys Gplus Adapter enables you to integrate inbound voice interactions with MS Dynamics
365 Sales or Customer Service applications. It offers screen pop of Dynamics 365 entities such as
contact, account, or cases. Voice interaction controls allow access to interaction controls such as
accept, reject, end, hold, resume, transfer, and conference.
 Support for Microsoft Dynamics 365 Cloud Customer Engagement Application, Sales or
Customer Service application
 Support for Microsoft Dynamics 365 Channel Integration Framework V 1.0

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11.3.3 ServiceNow
Genesys Gplus Adapter enables you to integrate inbound voice interactions with ServiceNow. It
offers screen pop of ServiceNow objects such as contact, account, or cases. Voice interaction
controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer,
and conference. Other features include basic agent real-time performance tracker and click-to-
dial outbound calling from ServiceNow.
 Support for ServiceNow Geneva or later releases
 ServiceNow Customer Service Management application needs to be enabled

11.4 Agent Scripting (AppFoundry)

Agent Scripting is available through our AppFoundry marketplace from various third parties. These
scripting tools can be used to prompt agents through the call-handling process with customers. They can
be used for either inbound customer service or outbound telemarketing calls. Agent Scripting is a
powerful tool that supports branching to guide agents through different paths of the script, depending
on the customer’s answers to scripted questions. Additionally, agents can capture information about
customers and update the customer database, process orders, or track ongoing customer service calls.

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12 Integration
12.1 Supported APIs

12.1.1 WWE Service Client API

The WWE Service Client API enables developers to create custom agent applications that
integrate with Genesys Cloud services. These applications can include features such as state
management, call control, supervisor monitoring, and call recording.

12.1.2 PureEngage Cloud Provisioning API

Configure tenant environment, create users, and retrieve configuration data.

12.1.3 PureEngage Cloud Statistics API

Create a subscription for multiple statistics - receive notifications when values of those statistics
change.

12.1.4 PureEngage Cloud Workspace APIs for Voice and Chat

Develop your own custom agent applications that integrate with Genesys Voice.

12.1.5 Genesys Engagement Services (GES) APIs

GES APIs support your mobile applications and can be used to query PureEngage Cloud for
Estimated queue wait time, Hours or Operation, Available Timeslot, and Create/Query/Cancel
Callback.

12.2 Task Routing

Task Routing allows you to implement a single orchestrated routing platform for all interaction types.
You can use our REST API from your premises or cloud application to submit interactions to PureEngage
Cloud. The Task Routing API also supports ‘get info’ and updating attached data.

12.3 Bulk Data Export – WFM, Infomart, and Interaction Recordings

The Genesys Cloud service includes the ability to provide data export services for integration into your
premises’ system of records solutions. This includes the ability to export and integrate data collected
from:
 Cloud workforce management (WFM ETL)
 Agent, Queue, Call Flow, and Interaction metrics across all channels (BI Data Feed)
 Voice and Screen recordings and metadata (Recording Call Backup Service – RCBS)

Data exports are automated and can be downloaded based on the customer-preferred schedule.

12.4 AppFoundry
The Genesys AppFoundry marketplace makes it easier for our Cloud customers to access extended
solutions built specifically for vertical and business needs. With AppFoundry, the broad community of
PureEngage customers can easily find custom contact centers and customer experience applications
available from third parties.

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13 Open Platform
13.1 Parallel Test Environment
The Cloud Parallel Test Environment (PTE) is a logically partitioned environment within a customer
production tenant that allows the customer to:
 Test changes in the logic of customer IVR or voice routing applications
 Develop and test new IVR or voice routing applications
 Introduce changes in parameters of IVR or voice routing applications, and test the effects of
these changes
 Create or change configurations for new business groups
 Promote validated changes into production environment

The Cloud PTE includes test DIDs, replication of the customer’s production voice call flows, provisioning
of unique agents, administration tools, and reporting.
Separate Implementation Fee1, Provisioning Fees2 and Usage Fees3 may be assessed to provision and
maintain the Cloud Parallel Test Environment.

13.2 Infrastructure
Genesys is responsible for all aspects of the PureEngage Cloud Service infrastructure located between
the points of service demarcation with the customer’s network, including Genesys-provided third-party
applications, and other software, servers, select telecom services, load balancing, disaster recovery,
capacity management, and more. Genesys’ role and responsibility is further subject to the Support
Guide.
The service is available in the USA, Canada, UK, Ireland, Australia, and New Zealand.

13.3 Supported Standards and/or Certifications

 SOC-II
 ISO 27001
 GDPR
 PCI-DSS
 HIPAA

13.4 Portal
The main access point to all Genesys PureEngage Cloud user interfaces is the Genesys Cloud Portal. The
interfaces on the Portal are divided into three separate categories:
 User interfaces – standard interfaces to contact center services such as Agent and Supervisor
workspace, Workforce Management, and Reporting. These interfaces are used by agents,
supervisors, and managers.
 Administration interfaces – used by Contact Center administrators, supervisors, and managers
to configure users, resources (such as IVR), and applications based on their roles.

1
A one-time Implementation fee is assessed to initially configure the Parallel Test Environment.
2
Provisioning fees (per Agreement) will be assessed when Genesys is engaged to provision changes in the environment.
3
PTE Usage fees will be calculated based on User, Minute, and Port rates defined in the Agreement.

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 Support interfaces – used by authorized contact center administrators to submit requests

with Genesys Customer Care and to view service status and schedule.

13.5 Agent Setup

Agent Setup is the PureEngage Cloud evolutionary user management tool that provides support for
customer administration of their contact center personnel resources. Among other capabilities, it
includes support for:
 Agent & Skills management
 Bulk user provisioning (import and export of configuration data)
 Agent and supervisor workspace management and configuration
 Managing Caller ID for Outbound calls through the desktop
 Managing screen pop content
 Managing agent views
 Change control and audit

13.6 Cloud Data Download Service (CDDS)

The Cloud Data Download Service allows PureEngage Customers to export & download multiple types of
data from single user interface.
 The first version supports data export from UCS

Manual or scheduled exports can be configured by the user via CDDS UI.

13.7 OS and Browser Support

Genesys Cloud services are accessed through web-based user interfaces that rely on a customer
provided browser running on devices such as PCs or tablets.
 Supported Operating Systems: Windows 7, 8 or 10, 32-bit or 64-bit
 Citrix Version: Citrix Receiver 3.3
 Supported Browsers:
o Chrome 70+
o Firefox 63+
o Microsoft Internet Explorer 11 (exception: Callback is not supported on IE)
o Microsoft Edge (Callback is supported in Microsoft EdgeHTML version 16.0 and up and on
Chromium-based Edge)
No drivers, applets, or any other downloads need to be made to the PC, with the exception of the
Genesys SIP Endpoint and Screen Recording Client for users who are processing interactions (calls,
emails).

13.8 Telecom Architecture

User access to the service is the responsibility of the customer. The customer provides bandwidth and
availability based upon minimum requirements made known to the customer by Genesys.

13.9 Device Management

Enables a Genesys administrator to centrally manage and configure Audiocodes and Polycom SIP
phones.

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13.10 Supported Phones

13.10.1 Supported Hard Phones

Vendor Phone Model Firmware Version
AudioCodes All 4xxHD Phones (420HD, 430HD, 440HD) 2.x (2.2.2+)
Genesys 420HD 2.x (2.2.2+)
VVX IP Phones (VVX300, VVX400, VVX500, 4.x, 5.x
Polycom
VVX600, etc.)
SoundPoint IP Phones (320, 335, 450, 550, 3.2.x, 4.0.x (v4.0.3.7562+)
Polycom
650, 670, etc.)

13.10.2 Supported Soft Phones

Soft Phone Phone Version
Phone Model
Vendor
Genesys SIP Endpoint SDK 8, 8.1, 8.5
Genesys Workspace SIP Endpoint 8, 8.1, 8.5
Genesys Softphone 8.5, Genesys Softphone 9.0

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14 PureEngage Cloud Data Retention Policy

14.1 Definitions
 Data – Information that is stored in any form including on paper (typically referred to as
hardcopy), or digital (often referred to as soft-copy or as electronically stored information).
The term “data” includes, but is not limited to, databases, word documents, spreadsheets,
PowerPoint presentations, electronic reporting systems, audio tapes, electronic tapes, backup
tapes, optical discs, CD-ROMs, DVDs, email, voicemail, photographs, drawings, designs, or
sketches.
 Genesys Cloud Platform Data – Data that is stored, utilized, processed or transmitted
through, in, or by the Genesys Cloud Platform.
 Retention – The maintenance of data in a useable or recoverable format.
 Retention Period - The amount of time that data must be saved in a form that can be
retrieved.
 Legal Hold – A process to preserve all forms of relevant information when litigation is
reasonably anticipated. During the period of Legal Hold, normal document retention and
destruction policies are suspended until the Legal Hold is lifted. Legal Hold notices are issued
by Genesys Legal Department.

14.2 Policy
 Clarification of Retention Period: if the default Retention Period for a certain type of Data is
two (2) months, then Data created on March 20th will be retained until the end of May 20th
after which point those records will be destroyed or overwritten.
 All customer Genesys Cloud Platform Data will be purged upon contract termination with a
30-day grace period, whether or not the Data has reached its maximum retention period.
 All Data Retention Periods are subject to suspension if a Legal Hold notice is issued.
 If any part of the Data is subject to regulatory guidelines regarding its retention, then the
regulatory- or legally-mandated data retention period shall apply.
 The following table lists the default and maximum Retention Periods by Solution Category.
Unless otherwise specified by contractual agreement, Genesys will apply the specified default
Retention Period to all Solution categories.

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14.3 Data Retention Period by Solution Category

Default Max Options Past Retention
Data Usage
Retention Retention Period

Real time
Download available –
IVR Call Flow Data 90 days 36 months analysis &
troubleshooting GIM BI

Voice Routing and End of End of Customer

UCS Contact Profile N/A
Traffic Contract Contract contact data
Inbound
Post Voice Call Download available –
Response Data 90 days 36 months CX analysis
Survey GIM BI

Private and Group End of End of User managed

Customer Message Media N/A
Voicemail contract contract messaging
Engagement
UCS Interaction History
Digital Email / Chat 90 days** 90 days** Best practices
(Transcripts, etc.)

Campaign (Calling) List 72 hours 72 hours List refresh Download available

Outbound Voice
Call Results (Detail
16 months 16 months Success rate Download available
records)

Real time
Download available –
Self Service Enterprise IVR Call Flow Data 90 days 36 months analysis &
GIM BI
troubleshooting

End of Compliance &

Voice Recordings 13 months* Download available
contract* legal purposes
GIR
End of Training and
Screen Recordings 13 months * Download available
WFO contract* compliance

End of
QM Evaluations 13 months Training Download not available
contract
QM
Required for
Employee QM Reports 90 days 36 months QM/Training Store up to 3 years
Engagement purposes

Forecasting, Scheduling,
Workforce
WFM Reporting, Configuration, 36 months 60 months Store up to 5 years
trends
Calendar

UCS Interaction History

90 days** 90 days** Best practices
(Transcripts, etc.)
OmniChannel
Workspace
Desktop
End of End of Customer
UCS Contact Profile N/A
Contract Contract contact profile

Trending and
Historical GIM data (includes Download available –
Analytics 13 months 36 months Performance
Reporting Designer Call Flow data) GIM BI
analysis
Business
Optimization
Short term
Download available –
Platform Designer Analytics (Elastic Search) 90 days 36 months analysis & Call
GIM BI
Flow tuning

*Storage charges apply from Day 1 of storage.

**Per interaction. All chained interactions (i.e., email responses) are kept until 90 days past the last interaction.

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15 Wireless Out-of-Band Management

Genesys will permit customers to use wireless devices in Genesys data centers to provide out-of-band
management of their equipment used to access the Genesys cloud service infrastructure subject to the
following restrictions:
 Customers’ wireless devices shall not be part of the Genesys cloud environment and
placement of wireless devices will not be permitted in the Genesys cloud environment;
 Wireless devices, including antennas, must be located in rack space that Genesys designates
for use solely by customers;
 Customer must lease rack space from Genesys pursuant to a Services Order;
 Customer is responsible for ensuring that it leases enough rack space to accommodate
antennas for the wireless devices;
 Customers are responsible for procuring wireless services, including the determination as to
whether such services are sufficient to meet customers’ requirements;
 Customers are responsible for management and maintenance of the wireless devices;
 If a customer requires changes to wireless devices that necessitates any changes to the
wireless equipment, Genesys shall charge customer for such support on a time and materials
basis;
 If a customer requires access to its wireless devices in the data center, such access shall be
subject to Genesys’ policy, including but not limited to the requirement that customer
personnel be escorted by Genesys or a Genesys representative;
 Genesys reserves the right to impose additional reasonable requirements and/or fees
based on customers’ use of wireless devices; and
 Genesys shall have no liability to customers with respect to the use of wireless devices for
out-of-band management, including any outages or equipment failures affecting the wireless
devices and/or customers’ ability to remotely manage their equipment.

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16 Support

Please refer to the Support Guide. Note that from time to time the service itself may include certain
communications from Genesys such as service announcements, administrative messages, and notices.
To that end, the customer acknowledges and agrees that such communications are considered part of
the service, and the customer will not be able to opt out of receiving them.

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