Drilldown: Test Capabilities

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

Other values: ; Advanced Chat Agent Assist Agent Scripting Agent SSO / SAML 2.0 Integration w/ External IDP 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 Genesys Engage API: Provisioning Genesys Engage APIs: Statistics Genesys Engage APIs: Workspace API / Voice, Chat 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 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 IVR PaaS IVR PaaS w/Intelligent Automation IVR Recording Knowledge Management Messaging Mobile Callback (GES Callback)* Mobile Chat Mobile Click-to-Call Native Softphone w/SIP Native Softphone w/WebRTC Open-Internet-Connected Agents* Outbound Analytics Outbound Email Outbound List Export (SFTP) Outbound List Import (SFTP) Outbound notifications / IVR Outbound Restful API’s Outbound Short Message Service (SMS) Outbound Short Message Service (SMS) Aggregation Outbound Voice / agent assisted service Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) Outbound-Predictive Outbound-Preview - Pull Outbound-Preview - Push Outbound-Progressive Personal Voice Mail 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

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

None (1) · 0. NA (1) · 1. STANDARD (1) · 2. PM-CONTROLLED (1) · 3. PLANNED (1) · 4. CONSOLIDATED (1) · Vadim D (1) · _BD (1)

None (1) · 0. NA (1) · 1. STANDARD (1) · 2. PM-CONTROLLED (1) · 3. PLANNED (1)

None (1) · 1Q21 (1) · NA (1) · _NA (1)

None (1) · 1Q21 (1) · 3Q21 (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

Other values: ; =_NA Advanced Chat Agent Assist Agent Scripting Callback Chatbots Context Routing Customer surveys Designer Designer w/analytics Enterprise IVR External Task Routing GCXI historical reporting Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for ServiceNow Gplus Adapters for WFM GPlus Adaptor for Salesforce Group Voice Mail GWS API Historical Data Feed Inbound SMS, MMS Inbound Voice Intelligent Workload Distribution IVR PaaS Knowledge Management Messaging Native Softphone w/SIP Native Softphone w/WebRTC Outbound notifications / IVR Outbound Voice / agent assisted service Personal Voice Mail Predictive Engagement Predictive Routing Pulse real-time reporting Quality Assurance and Compliance (WE01) Recording Connector – Assisted Service Recording Connector – Self-Service Resource Management (WE02) Social Engagement Voicebots Workspace Workspace Toolkit _Callback _Chatbot, _Messaging _ChatBot, _VoiceBot _Default config _Designer _Enterprise IVR _GWS API _Inbound SMS, MMS _IVR_PaaS _NA _Outbound TBD _Outbound Voice / agent assisted service _Platform, Portal -- available ONE login _TBD _WWE _WWE, _SIP Phone

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 In-browser WebRTC Support Inbound MMS support Inbound SMS Inbound Voice IVR - TTS Inbound Voice IVR – ASR Interaction Recording IVR PaaS IVR PaaS w/Intelligent Automation IVR Recording Mobile Callback (GES Callback)* Mobile Click-to-Call Open-Internet-Connected Agents* Outbound Analytics 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 Outbound-Progressive Predictive Engagement Salesforce & Marketo Integration Pulse real-time reporting Quality Management Reactive Chat Reactive Email Rich Media for Chatbots & Messaging Screen Capture Social Engagement (Twitter, FB) Speech Analytics (GIA) WebRTC Media Service* Workforce Management Workspace Toolkit