View table: GEcCap
Table structure:
- Category - String
- Name - String
- Description - Wikitext
- FeatureLevelAzure - String
- StatusAzure - String
- StatusAWS - String
- TimeEAPAzure - String
- TimePAAzure - String
- Notes - Wikitext
- CapabilityAzure - String
- CapabilityAWS - String
- LimitationsAzure - Wikitext
- LimitationsAWS - Wikitext
- PM_SME - String
This table has 81 rows altogether.
| Page | Category | Name | Description | FeatureLevelAzure | StatusAzure | StatusAWS | TimeEAPAzure | TimePAAzure | Notes | CapabilityAzure | CapabilityAWS | LimitationsAzure | LimitationsAWS | PM SME |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Agent Assist | 3. Planned | 2. PM-Controlled | Agent Assist | Michael Davies | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Dialog Engine NLU | 0. NA | 0. NA | ChatBot, VoiceBot | Dialog Engine NLU | Rob Blane | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Knowledge Management | 3. Planned | 3. Planned | Hybrid, the KM service is hosted on AWS | Knowledge Management | Jonathan McKenzie | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Predictive Engagement | 2. PM-Controlled | 2. PM-Controlled | Predictive Engagement | Stephane Saada, Mark Brophy | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Predictive Engagement Salesforce Marketo Integration | 0. NA | 3. Planned | NA | Predictive Engagement Salesforce Marketo Integration | Stephane Saada, Mark Brophy | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | AI | Predictive Routing | 3. Planned | 2. PM-Controlled | 1Q21 | Mandatory Value Study/Pilot. Hybrid; GPR service hosted on AWS (Genesys Cloud CX in the future). | Predictive RoutingPM_SME=Rob Marchand | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Designer | 1. Standard | 1. Standard | Designer | Designer | Gayetri Bhattacharjee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Designer Flowchart UI | 4. Consolidated | 3. Planned | Included into Designer as a feature | Designer | Designer Flowchart UI | Gayetri Bhattacharjee | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Designer Visual IVR | 0. NA | 3. Planned | NA | Designer Visual IVR | Gayetri Bhattacharjee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Designer w/analytics | 1. Standard | 1. Standard | Designer w/analytics | Designer w/analytics | Gayetri Bhattacharjee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | GCXI historical reporting | 1. Standard | 1. Standard | GCXI historical reporting | GCXI historical reporting | Guruminder Singh | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Historical Data Feed | 1. Standard | 1. Standard | Historical Data Feed | Historical Data Feed | Ramnath Soleswaran | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Dev and Rep | Pulse real-time reporting | 1. Standard | 1. Standard | Pulse real-time reporting | Pulse real-time reporting | Mithlesh Kumar | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Advanced Chat | 1. Standard | 1. Standard | Advanced Chat | Dinesh Neralla | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Context Routing | 1. Standard | 1. Standard | Included in Choice bundles | Context Routing | Pat Mackey | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | 1. Standard | 1. Standard | Supports O365 (Graph API), Gmail (Gmail API), and Generic IMAP mailboxes. No EWS or POP. | Veit Irtenkauf | |||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Email Classic | 0. NA | 2. PM-Controlled | Only available to existing customer using Email classic. All other customers will be deployed on Engage cloud Email. | NA | Reactive Email | Stephane Saada | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Inbound SMS, MMS | 1. Standard | 1. Standard | Verify Portico support in specific geo-regions with PM /Dinesh Neralla | Inbound SMS, MMS | Inbound SMS | Dinesh Neralla | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Intelligent Workload Distribution | 2. PM-Controlled | 2. PM-Controlled | Intelligent Workload Distribution | Veit Irtenkauf | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Messaging | 2. PM-Controlled | 2. PM-Controlled | 1Q21 | Messaging | Veit Irtenkauf | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Mobile Chat | 4. Consolidated | 1. Standard | New implementations must use Advanced (Asynchronous) Chat and are OK for simplified CAP. Migrations from Reactive to Advanced Chat– specify use cases in Customizations slide and ensure PM and PS support | DInesh Neralla | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Reactive Chat | 0. NA | 2. PM-Controlled | Available to current Reactive Chat customers only | NA | Reactive Chat | Dinesh Neralla | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Rich Media for Chatbots and Messaging | 4. Consolidated | 2. PM-Controlled | Chatbot, Messaging | Rich Media for Chatbots and Messaging | Veit Irtenkauf | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Digital | Social Engagement | 2. PM-Controlled | 2. PM-Controlled | 1Q21 | Social Engagement will be available when the rest of the suite is GA | Social Engagement | Social Engagement (Twitter, FB) | Veit Irtenkauf | |||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Callback | 1. Standard | 1. Standard | Callback | Umer Rabbani, Gayetri Bhattacharjee | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Customer surveys | 1. Standard | 1. Standard | Voice Surveys only. Chat surveys are on the roadmap. | Customer surveys | Gayetri Bhattacharjee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Device Management | 0. NA | 1. Standard | NA | Device Management | Umer Rabbani | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Inbound Voice | 1. Standard | 1. Standard | Inbound Voice | Umer Rabbani | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Mobile Callback (GES Callback) | 4. Consolidated | 2. PM-Controlled | Callback | Mobile Callback (GES Callback) | Umer Rabbani | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Mobile Click-to-Call | 4. Consolidated | 2. PM-Controlled | Callback | Mobile Click-to-Call | Umer Rabbani | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Softphone | 1. Standard | 1. Standard | SIP-based thick client, requires a private connection | Native Softphone w/SIP | Bill Mitchell | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | Voice Mail | 1. Standard | 1. Standard | Group and Personal Voice Mail | Group Voice Mail | Vinod Seshasayee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Inbound | WebRTC Media Service | 4. Consolidated | 2. PM-Controlled | WWE, SIP Phone | WebRTC Media Service | Vinod Seshasayee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Agent SSO / SAML 2.0 Integration w/ External IDP | 4. Consolidated | 1. Standard | Note! SSO support varies across different capabilities. Refer to SSO support documentation https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/SingleSignOn | Platform, Portal -- available ONE login | Agent SSO / SAML 2.0 Integration w/ External IDP | Bill Mitchell | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | External LDAP Authentication | 1. Standard | TBD | External LDAP Authentication | Vinod Seshasayee | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | External Task Routing | 2. PM-Controlled | 2. PM-Controlled | External Task Routing | Kimlan Do | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Genesys Multicloud CX API: Provisioning | 4. Consolidated | 2. PM-Controlled | GWS API | Genesys Multicloud CX API: Provisioning | Prashant Verma | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Genesys Multicloud CX APIs: Statistics | 4. Consolidated | 2. PM-Controlled | GWS API | Genesys Multicloud CX APIs: Statistics | Kimlan Do | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Genesys Multicloud CX APIs: Workspace API / Voice, Chat | 4. Consolidated | 2. PM-Controlled | incl, SOW-145 | GWS API | Genesys Multicloud CX APIs: Workspace API / Voice, Chat | Kimlan Do | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Gplus Adapter for Microsoft Dynamics 365 | 2. PM-Controlled | 2. PM-Controlled | Voice only | Gplus Adapter for Microsoft Dynamics 365 | Subhajit Dutta | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | GPlus Adapter for Salesforce | 1. Standard | 1. Standard | Gplus Adaptor for Salesforce | Bill Mitchell | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Gplus Adapter for ServiceNow | 2. PM-Controlled | 2. PM-Controlled | Voice only | Gplus Adapter for ServiceNow | Subhajit Dutta | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Gplus Adapters for WFM | 2. PM-Controlled | 2. PM-Controlled | Supported vendor Aspect, Teleopti, Verint, Nice (IEX) | Gplus Adapters for WFM | Kimlan Do | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | GWS API | 2. PM-Controlled | 2. PM-Controlled | GWS API | Kimlan Do | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | In-browser WebRTC Support | 4. Consolidated | 2. PM-Controlled | WWE | In-browser WebRTC Support | Vinod Seshasayee | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Open-Internet-Connected Agents | 1. Standard | 3. Planned | Default config | Open-Internet-Connected Agents | Colin Leonard | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Recording Connector | 2. PM-Controlled | 0. NA | TBD | Export of encrypted voice recording files for both Self Service (IVR) and Assisted Service | Recording Connector – Self-Service | Bill Mitchell | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Workspace | 1. Standard | 1. Standard | Workspace | Dhivya Sathishkumar | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Open Platform | Workspace Toolkit | 2. PM-Controlled | 2. PM-Controlled | Voice, Workitem support | Workspace Toolkit | Workspace Toolkit | Kimlan Do | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Custom/External Pre-Validation | 4. Consolidated | 1. Standard | External PDV is ability to make API request to 3rd party web service for Dial/No dial response. Essentially its ability to check CRM system if we can dial record before launching the call in real-time. | Outbound Voice / agent assisted service | Custom/External Pre-Validation | Mike Davies | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Analytics | 4. Consolidated | 1. Standard | Outbound | Outbound Analytics | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Email | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound Email | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound List Export (SFTP) | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound List Export (SFTP) | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound List Import (SFTP) | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound List Import (SFTP) | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound notifications / IVR | 1. Standard | 1. Standard | Outbound notifications / IVR | Mike Davies | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Restful API’s | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound Restful API’s | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Short Message Service (SMS) | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound Short Message Service (SMS) | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Short Message Service (SMS) Aggregation | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound Short Message Service (SMS) Aggregation | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound Voice / agent assisted service | 1. Standard | 1. Standard | Outbound Voice / agent assisted service | Mike Davies | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound-Predictive | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound-Predictive | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound-Preview - Pull | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound-Preview - Pull | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound-Preview - Push | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound-Preview - Push | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Outbound | Outbound-Progressive | 4. Consolidated | 1. Standard | Outbound Voice / agent assisted service | Outbound-Progressive | Mike Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | PS Assets | Agent Scripting | 3. Planned | 2. PM-Controlled | 1Q21 | Genesys Universal Scripting – PS Asset | Agent Scripting | Kimlan Do | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | Chatbots | 2. PM-Controlled | 2. PM-Controlled | Genesys Dialog Engine is no longer included in the Chatbot bundle. | Chatbots | Rob Marchand | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | Enterprise IVR | 1. Standard | 1. Standard | Enterprise IVR | Michael Davies | ||||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | Inbound Voice IVR - TTS | 3. Planned | 1. Standard | 3Q21 | Nuance TTS | Enterprise IVR | Inbound Voice IVR - TTS | Michael Davies | |||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | Inbound Voice IVR – ASR | 3. Planned | 1. Standard | 3Q21 | Nuance ASR | Enterprise IVR | Inbound Voice IVR – ASR | Michael Davies | |||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | IVR PaaS | 3. Planned | 1. Standard | IVR PaaS | IVR PaaS | Michael Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | IVR PaaS w/Intelligent Automation | 0. NA | 1. Standard | IVR PaaS | IVR PaaS w/Intelligent Automation | Michael Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | IVR Recording | 4. Consolidated | 1. Standard | Enterprise IVR | IVR Recording | Michael Davies | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | Self-Service | Voicebots | 2. PM-Controlled | 2. PM-Controlled | Genesys Dialog Engine is no longer included in the Voicebot bundle. | Voicebots | Rob Marchand | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Employee Performance | 2. PM-Controlled | 2. PM-Controlled | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud | Employee Performance (WE03) | Bill Mitchell, Lee Qiao | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Interaction Recording | 2. PM-Controlled | 2. PM-Controlled | UX Only available via open Internet, and not MPLSGenesys Cloud CX Quality Assurance and Compliance (WE01) package should be positioned for new customers | function(){return error.na;} | Interaction Recording | Lee Qiao | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Quality Assurance and Compliance | 2. PM-Controlled | 2. PM-Controlled | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud Covered functionality: IVR and Agent recording, QM and CoachingVoice-only in 4Q20 | Quality Assurance and Compliance (WE01) | Bill Mitchell, Lee Qiao | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Quality Management | 2. PM-Controlled | 2. PM-Controlled | UX Only available via open Internet, and not MPLSGenesys Cloud CX Quality Assurance and Compliance (WE01) package should be positioned for new customers | NA | Quality Management | Lee Qiao | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Resource Management | 2. PM-Controlled | 2. PM-Controlled | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud Voice-only in 4Q20 | Resource Management (WE02) | Bill Mitchell, Lee Qiao | |||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Screen Capture | 2. PM-Controlled | 2. PM-Controlled | Screen capture is not supported by Chat/Email Hot Seating is now supported with GIR screen recording Genesys Cloud CX Quality Assurance and Compliance (WE01) package should be positioned for new AWS customers | NA | Screen Capture | Lee Qiao | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Speech Analytics (GIA) | 2. PM-Controlled | 2. PM-Controlled | Genesys Cloud CX Employee Performance (WE03) package should be positioned for new AWS customers -- UX only available via open Internet, and not MPLS | NA | Speech Analytics (GIA) | Lee Qiao | ||||||
| Draft:GenesysEngageMulticloud/Library/Library/GEcCap | WEM | Workforce Management | 2. PM-Controlled | 2. PM-Controlled | Genesys Cloud CX Resource Management (WE02) package should be positioned for new AWS customers | NA | Workforce Management | Bhanu Suravarapu |