Drilldown: Test Capabilities

None (1) · AI (1) · Digital (1) · Outbound (1)

Other values: ; Advanced Chat Agent Assist Callback Chatbots Customer surveys Designer Designer Visual IVR Designer w/analytics Email Classic Enterprise IVR External LDAP Authentication External Task Routing GCXI historical reporting Gplus Adapter for Microsoft Dynamics 365 GPlus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapters for WFM Group Voice Mail GWS API Historical Data Feed Inbound SMS, MMS Inbound Voice Intelligent Workload Distribution IVR PaaS Knowledge Management Native Softphone w/SIP Native Softphone w/WebRTC Outbound notifications / IVR Outbound Voice / agent assisted service Personal Voice Mail Predictive Engagement Predictive Engagement Salesforce & Marketo Integration Predictive Routing Pulse real-time reporting Reactive Chat Recording Connector – Assisted Service Recording Connector – Self-Service Voicebots Workspace Workspace Toolkit

None · 1. CAPABILITY · 2. USE CASE · 3. FEATURE · Mobile Chat · Other

0. NA (1) · 1. STANDARD (1) · 2. PM-CONTROLLED (1) · 3. PLANNED (1) · _BD (1)

0. NA (1) · 1. STANDARD (1) · 2. PM-CONTROLLED (1) · 3. PLANNED (1)

None (1) · 1Q21 (1) · NA (1)

None (1) · 1Q21 (1) · TBD (1)

None · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud Voice-only in 4Q20 · Social Engagement will be available when the rest of the suite is GA · Shifting to Advanced Email in early 2021; check with PM (Veit) for details and supported protocols. No EWS support. · Screen capture is not supported by Chat/Email Hot Seating is now supported with GIR screen recording Genesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · Nuance TTS · Nuance ASR · Note! SSO support varies across different capabilities. Refer to SSO support documentation https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/SingleSignOn · New implementations must use Advanced (Asynchronous) Chat and are OK for simplified CAP · Messaging (Facebook, Twitter, WhatsApp) will be available when the rest of the suite is GA; Apple Business Chat still in backlog with no delivery date · Integration with 3rd party recording solutions · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud Covered functionality: IVR and Agent recording, QM and CoachingVoice-only in 4Q20 · - verify Portico support in specific geo-regions · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud · Included into Designer as a feature · Included in the base seat · incl, SOW-145 · Genesys Universal Scripting – PS Asset · Genesys Cloud Resource Management (WE02) package should be positioned for new customers · Genesys Cloud Employee Performance (WE03) package should be positioned for new customers -- UX only available via open Internet, and not MPLS · Available to current Reactive Chat customers only · .UX Only available via open Internet, and not MPLSGenesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · . UX Only available via open Internet, and not MPLSGenesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · Supports MS Exchange, O365 and Gmail with Graph API or IMAP. No EWS or POP. Requires iWD to be provisioned (but not licensed if only email is used).rebranded Advanced Email · Other

Advanced Chat (1) · Agent Assist (1) · Callback (1) · Chatbots (1) · Customer surveys (1) · Designer (1) · Designer w/analytics (1) · Enterprise IVR (1) · External Task Routing (1) · GCXI historical reporting (1) · Gplus Adapter for Microsoft Dynamics 365 (1) · Gplus Adapter for ServiceNow (1) · Gplus Adapters for WFM (1) · GPlus Adaptor for Salesforce (1) · Group Voice Mail (1) · GWS API (1) · Historical Data Feed (1) · Inbound SMS, MMS (1) · Inbound Voice (1) · Intelligent Workload Distribution (1) · IVR PaaS (1) · Knowledge Management (1) · Native Softphone w/SIP (1) · Native Softphone w/WebRTC (1) · Outbound notifications / IVR (1) · Outbound Voice / agent assisted service (1) · Personal Voice Mail (1) · Predictive Engagement (1) · Predictive Routing (1) · Pulse real-time reporting (1) · Recording Connector – Assisted Service (1) · Recording Connector – Self-Service (1) · Voicebots (1) · Workspace (1) · Workspace Toolkit (1) · _NA (1) · _TBD (1)

None (1) · Designer (1) · Designer Visual IVR (1) · Designer w/analytics (1) · External LDAP Authentication (1) · GCXI historical reporting (1) · Historical Data Feed (1) · Inbound SMS (1) · IVR PaaS (1) · Predictive Engagement Salesforce & Marketo Integration (1) · Pulse real-time reporting (1) · Reactive Chat (1) · Reactive Email (1) · Workspace Toolkit (1)