Drilldown: Test Capabilities

Digital (1)

Mobile Chat (1)

2. USE CASE (1)

4. CONSOLIDATED (1)

1. STANDARD (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

None (1)

None · Outbound-Progressive · Outbound Email · Outbound List Export (SFTP) · Outbound List Import (SFTP) · Outbound Restful API’s · Outbound Short Message Service (SMS) · Outbound Short Message Service (SMS) Aggregation · Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) · Outbound-Predictive · Outbound-Preview - Pull · Outbound-Preview - Push · Predictive Engagement Salesforce & Marketo Integration · Open-Internet-Connected Agents* · Pulse real-time reporting · Quality Management · Reactive Chat · Reactive Email · Rich Media for Chatbots & Messaging · Screen Capture

Other values: ; Agent SSO / SAML 2.0 Integration w/ External IDP Custom/External Pre-Validation Designer Designer Flowchart UI Designer Visual IVR Designer w/analytics Device Management Dialog Engine NLU External LDAP Authentication GCXI historical reporting Genesys Engage API: Provisioning Genesys Engage APIs: Statistics Genesys Engage APIs: Workspace API / Voice, Chat Historical Data Feed IVR PaaS IVR PaaS w/Intelligent Automation IVR Recording In-browser WebRTC Support Inbound MMS support Inbound SMS Inbound Voice IVR - TTS Inbound Voice IVR – ASR Interaction Recording Mobile Callback (GES Callback)* Mobile Click-to-Call Outbound Analytics Social Engagement (Twitter, FB) Speech Analytics (GIA) WebRTC Media Service* Workforce Management Workspace Toolkit