Open Platform
Contents
Describes Genesys Multicloud CX Open Platform.
Creating and integrating a diverse set of CX systems and services is difficult. Genesys Multicloud CX provides you with the tools to meet the unique challenges and needs of your business.
Infrastructure
Genesys is responsible for all aspects of the Genesys Multicloud CX 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 Genesys Multicloud CX Customer Care Support Guide. The service is available in the following regions, subject to current country-specific legal or regulatory constraints.
| Genesys CX on AWS |
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| Genesys CX on Azure |
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Supported Standards and/or Certifications
- SOC-II
- ISO 27001
- GDPR
- PCI-DSS
- HIPAA
Portal
The main access point to all Genesys Multicloud CX user interfaces is the Genesys Multicloud CX 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.
- Support interfaces – used by authorized contact center administrators to submit requests with Genesys Customer Care and to view service status and schedule.
Agent Setup
Agent Setup is the Genesys Multicloud CX 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
Cloud Data Download Service (CDDS)
The Cloud Data Download Service allows Genesys Multicloud CX customers to export and download multiple types of data from a single user interface. Annual or scheduled exports can be configured by the user in the CDDS UI. The service currently supports data export from UCS.
OS and Browser Support
Genesys Multicloud CX services support a selection of popular operating systems and web browsers. Details are maintained on the Genesys Multicloud CX documentation site.
Telecom Architecture
User access to the service is the responsibility of the customer. The customer provides bandwidth and availability based on the minimum requirements provided by Genesys.
Device Management
Enables a Genesys administrator to centrally manage and configure AudioCodes and Polycom SIP phones.
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+) |
| Polycom | VVX IP Phones (VVX300, VVX400, VVX500, VVX600, etc.) | 4.x, 5.x |
| Polycom | SoundPoint IP Phones (320, 335, 450, 550, 650, 670, etc.) | 3.2.x, 4.0.x (v4.0.3.7562+) |
Supported Softphones
| Soft Phone Vendor | Phone Model | Phone Version |
|---|---|---|
| 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 |