Drilldown: Test Capabilities

Digital (1)

None · Outbound notifications / IVR · Outbound-Preview - Push · Outbound-Preview - Pull · Outbound-Predictive · Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) · Outbound Voice / agent assisted service · Outbound Short Message Service (SMS) Aggregation · Outbound Short Message Service (SMS) · Outbound Restful API’s · Outbound List Import (SFTP) · Personal Voice Mail · Outbound List Export (SFTP) · Outbound Email · Outbound Analytics · Open-Internet-Connected Agents* · Native Softphone w/WebRTC · Native Softphone w/SIP · Mobile Click-to-Call · Mobile Chat

Other values: ; Advanced Chat Agent Assist Agent SSO / SAML 2.0 Integration w/ External IDP Agent Scripting Callback Chatbots Context Routing Custom/External Pre-Validation Customer surveys Designer Designer Flowchart UI Designer Visual IVR Designer w/analytics Device Management Dialog Engine NLU Email Email Classic Employee Performance (WE03) Enterprise IVR External LDAP Authentication External Task Routing GCXI historical reporting GPlus Adapter for Salesforce GWS API Genesys Engage API: Provisioning Genesys Engage APIs: Statistics Genesys Engage APIs: Workspace API / Voice, Chat Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for ServiceNow Gplus Adapters for WFM Group Voice Mail Historical Data Feed IVR PaaS IVR PaaS w/Intelligent Automation IVR Recording In-browser WebRTC Support Inbound MMS support Inbound SMS, MMS Inbound Voice Inbound Voice IVR - TTS Inbound Voice IVR – ASR Intelligent Workload Distribution Interaction Recording Knowledge Management Messaging Mobile Callback (GES Callback)* Outbound-Progressive Predictive Engagement Predictive Engagement Salesforce & Marketo Integration Predictive Routing Pulse real-time reporting Quality Assurance and Compliance (WE01) Quality Management Reactive Chat Recording Connector – Assisted Service Recording Connector – Self-Service Resource Management (WE02) Rich Media for Chatbots & Messaging Screen Capture Social Engagement Speech Analytics (GIA) Test Voicebots WebRTC Media Service* Workforce Management Workspace Workspace Toolkit _Advanced Chat

1. CAPABILITY (1)

0. NA (1)

2. PM-CONTROLLED (1)

None (1)

None (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

_NA (1)

Reactive Email (1)