Drilldown: Test Capabilities

None (1) · Digital (1)

Agent Scripting (1) · Context Routing (1) · Email (1) · Email Classic (1) · Employee Performance (WE03) (1) · Interaction Recording (1) · Messaging (1) · Quality Assurance and Compliance (WE01) (1) · Quality Management (1) · Reactive Chat (1) · Recording Connector – Assisted Service (1) · Recording Connector – Self-Service (1) · Resource Management (WE02) (1) · Screen Capture (1) · Social Engagement (1) · Speech Analytics (GIA) (1) · Workforce Management (1)

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

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

None (1) · =_NA (1) · Agent Scripting (1) · Context Routing (1) · Messaging (1) · Quality Assurance and Compliance (WE01) (1) · Recording Connector – Assisted Service (1) · Recording Connector – Self-Service (1) · Resource Management (WE02) (1) · Social Engagement (1) · _NA (1)

None (1) · Interaction Recording (1) · Quality Management (1) · Reactive Chat (1) · Reactive Email (1) · Screen Capture (1) · Social Engagement (Twitter, FB) (1) · Speech Analytics (GIA) (1) · Workforce Management (1)