Drilldown: Test Capabilities

None (1) · AI (1) · Digital (1)

Agent Assist (1) · Chatbots (1) · Dialog Engine NLU (1) · External Task Routing (1) · Genesys Engage API: Provisioning (1) · Genesys Engage APIs: Statistics (1) · Gplus Adapter for Microsoft Dynamics 365 (1) · Gplus Adapter for ServiceNow (1) · Gplus Adapters for WFM (1) · GWS API (1) · In-browser WebRTC Support (1) · Inbound MMS support (1) · Intelligent Workload Distribution (1) · Mobile Callback (GES Callback)* (1) · Mobile Click-to-Call (1) · Predictive Engagement (1) · Predictive Routing (1) · Rich Media for Chatbots & Messaging (1) · Test (1) · Voicebots (1) · WebRTC Media Service* (1) · Workspace Toolkit (1)

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

1. STANDARD (1) · 2. PM-CONTROLLED (1) · 3. PLANNED (1) · 4. CONSOLIDATED (1)

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

None (1) · NA (1)

None (1) · 1Q21 (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) · Agent Assist (1) · Chatbots (1) · External Task Routing (1) · Gplus Adapter for Microsoft Dynamics 365 (1) · Gplus Adapter for ServiceNow (1) · Gplus Adapters for WFM (1) · GWS API (1) · Intelligent Workload Distribution (1) · Predictive Engagement (1) · Predictive Routing (1) · Voicebots (1) · Workspace Toolkit (1) · _Callback (1) · _Chatbot, _Messaging (1) · _ChatBot, _VoiceBot (1) · _GWS API (1) · _Inbound SMS, MMS (1) · _TBD (1) · _WWE (1) · _WWE, _SIP Phone (1)

None (1) · Dialog Engine NLU (1) · Genesys Engage API: Provisioning (1) · Genesys Engage APIs: Statistics (1) · In-browser WebRTC Support (1) · Inbound MMS support (1) · Mobile Callback (GES Callback)* (1) · Mobile Click-to-Call (1) · Rich Media for Chatbots & Messaging (1) · WebRTC Media Service* (1) · Workspace Toolkit (1)