Collaboration

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This topic is part of the manual Genesys Multicloud CX User Guide for version Current of Genesys Multicloud CX.

Describes Genesys Multicloud CX Collaboration.

Genesys Multicloud CX supports the interoperability and collaboration of end points in various connection modes. Customers can choose the proper softphone or desk phone to fit agent needs and required experience.

Genesys SoftphoneAWS.png Azure.png

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

WebRTC Media ServiceAWS.png Azure.png

Agents can use a browser-based softphone using the WebRTC protocol.

PSTN & PBX Based AgentsAWS.png Azure.png

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

Desk Phone SupportAWS.png

Hard phone SIP support is either directly connected to Genesys Multicloud CX or serviced from another SIP-enabled solution. Please note that Genesys hosted Engage Azure currently does not support Desk Phone.

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