Migration Capability Matrix - test/February 14, 2019

From Genesys Documentation
Jump to: navigation, search

Legend for Capability Matrix

  • G — Available
  • C — Conditional
  • L — Limited Features
  • 3rd — 3rd Party required for capability
  • PS — Capability can be achieved by PS engagement"
  • H — Hybrid
  • EA — Early Adopter
  • NA — Not Available
  • RM — Roadmap

Legend for SC Input

  • As Is — Place an X in this column if component is available today
  • To Be — Place an X in this column if component is available today
  • Required Customizations &8212; Please note any customizations / Integrations or specific requirements which are required for "To Be"


Capabilities table created for test on February 14, 2019.

Editor: test

Validated by Architect: No

Actions: Print to PDF - Edit - View all - Send feedback


  SC Input Capability Matrix
Product Capability       Description       As Is To Be Required

Customizations

Pure Cloud PureConnect Cloud Genesys Multicloud CX
Inbound Inbound voice calls (ACD) Routing of inbound voice calls using Genesys' SIP ACD No No G G G
Inbound Inbound Video calls Routing of inbound video calls No No 3rd 3rd (Vidyo) NA
Inbound Voice Callback No No G G G
Inbound Unified communication and collaboration Unified communication and collaboration features such as:

One-to-one, group chats (up to 1K participants), personal chat rooms, video chats, webhook integrations, screen sharing, content mgmt, file sharing, directory…

No No G H NA
Inbound Screen share Ability for individuals to share their screens during collaboration, webinars, etc. No No G H NA
Inbound PBX - Enterprise Phone system for the back office/enterprise. Provides PBX features like … Does not provide Automated Call Distribution (ACD) funtionality. No No G, L

Limited Capability compared to PureConnect

G 3rd
Inbound 3rd Party PBX - TDM PBX Routing of inbound voice calls using a 3rd-party ACD/PBX for carrying and delivery of the voice path while Genesys makes all routing decisions. No No TDM tie-line from TDM PBX to local SIP Gateway

SIP tie-line from SIP gateway to local GenesysCloud Edge

TDM tie-line from TDM PBX to local SIP Gateway

SIP tie-line from SIP gateway to PureConnect Cloud Server via MPLS

Not typical

TDM tie-line from TDM PBX to local SIP Gateway SIP tie-line from SIP gateway to Genesys Multicloud CX Server via MPLS

Inbound 3rd Party PBX - SIP IP PBX Routing of inbound voice calls using a 3rd-party ACD/PBX for carrying and delivery of the voice path while Genesys makes all routing decisions. No No SIP tie-line from SIP IP PBX to local GenesysCloud Edge (optional SBC) SIP tie-line from SIP IP PBX to PureConnect Cloud Server via MPLS (optional SBC) SIP tie-line from SIP IP PBX to Genesys Multicloud CX Server via MPLS (optional SBC)
Inbound 3rd Party PBX - Local Microsoft Lync / Skype Routing of inbound voice calls using a 3rd-party ACD/PBX for carrying and delivery of the voice path while Genesys makes all routing decisions. No No SIP tie line from local Lync/Skype front end server to local GenesysCloud Edge

(status sync not available)

SIP tie line from local Lync / Skype front end server to PureConnect Cloud Server via MPLS

(status synch available)

SIP tie line from local Lync / Skype front end server to Genesys Multicloud CX Server via MPLS

(status synch not available)

Inbound 3rd Party PBX - Cisco Unified Communications Manager (CUCM) Routing of inbound voice calls using a 3rd-party ACD/PBX for carrying and delivery of the voice path while Genesys makes all routing decisions. No No SIP tie-line from CUCM to local GenesysCloud Edge

(No 3rd party call control information available)

SIP tie-line from CUCM to PureConnect Cloud Server via MPLS

(3rd party call control information is available)

Sip tie-line from CUCM to Genesys Multicloud CX via MPLS
Inbound Voicemail Voicemail is a 100% software-based solution that enables network-wide voicemail services No No G G

Leverages a customer e-mail system for store and forward capabilities

G
Inbound Video Chat Internal video chats No No G NA NA
Inbound Presence sharing with 3rd-party e.g. Skype for Business No No L NA NA
Inbound Post-call survey Ability to create, invite, route and report on post-call surveys No No RM

Q1'19

G G (voice only)
Inbound Real-time & Historical reporting (Business Intelligence tool provided) No No G G G
Digital Inbound E-mail routing Inbound Email delivered to agents No No G G G

Customers cannot change routing apps / rules - RM Q3'18

Digital Inbound Fax routing Inbound Fax delivered to agents No No   NA G

Fax routed as e-mail

PS

Fax routed as Cloud Contact Center E-mail

Digital Inbound SMS routing Inbound SMS messages delivered to agents No No G G

Via 3rd party SMS broker

RM-Q1'19
Digital Inbound Social Media routing Inbound social media posts delivered to agents No No   G,L

Twitter only

RM

Q1'19

RM

Q1'19

Digital Inbound Chat routing Inbound Chat delivered to agents No No G G G
Digital Co-browse (simultaneous w/call or chat) The ability for an agent and the customer to browse and navigate the same web page at the same time. Both the agent and customer share the same instance of the screen, as opposed to a conventional screen sharing application (i.e. one party sees an image of the other party's screen. No No   G H

Uses GenesysCloud Co-browse

G
Digital Inbound WeChat messages Inbound WeChat delivered to agents No No NA NA NA
Digital Inbound Messenger apps (i.e. Facebook, What's App, etc.) Routing of inbound Messenger apps No No GA

Support Facebook Messenger, Twitter Direct Message and LINE

RM 2019 EA: Facebook, Twitter

RM: WhatsApp 1Q'19

Digital Apple Business Chat Inbound Apple Business Chat delivered to agents No No NA NA RM

1Q'19

Digital Content Analysis (Email, Chat, SMS, Social) for suggested responses Uses natural language processing technology to analyze incoming digital interactions for assignment to the categories of the standard response system.  Can create a set of Suggested Responses with level of confidence weighting (%). Machine learning: A Training Server processes a collection of pre-classified interactions to compare actual content of incoming digital interactions to statistical models. No NA NA RM

Knowledge Center 1Q'19

Digital Routing of 3rd-Party Email, Chat, etc. (e.g. SFDC email) The ability to route a 3rd-party interaction channel No No L

Chat and Email only.  Messaging RM 2H'19

PS EA

Task Routing 1Q'19

Digital Website - Web Engagement (Proactive Engagement via chat / callback driven by static rules) Proactive Engagement via chat / callback driven by static rules No No RM

H1'19 using Altocloud integration with GenesysCloud (excluding callback which will come in a later phase)

NA EA

Altocloud 1Q'19

Digital Website -Predictive Engagement Predictive Engagement with Chat or Callback based on outcome predictions and machine learning No No RM

H1'19 using Altocloud integration with GenesysCloud

NA EA

Altocloud 1Q'20

Digital Website-Callback (click-to-call) Request an immediate callback from the website No No G G G
Digital Website-Callback (scheduled callback) Schedule a future callback from the website No No G G G
Digital Widgets Prebuilt Widgets designed to make it easier for a customer to deploy things like chat, email, callback, "call us" onto their website.  Also available for Mobile apps. No No   RM, L

2019 Limited compared to GenesysEngage-onpremises widgets - will not include mobile apps Will release Chat with Genesys widgest with Altocloud (ETA Q2'19)  During 2019 will continue to roll out feature of Genesys Widgets to GenesysCloud customers

L,

RM-1H'19

G
Digital Mobile Callback Schedule a future or request an immediate callback from with a company's mobile app No No G PS EA
Digital Mobile (enhanced) phone apps (contact center-connected) Intelligent Phone Calls, Callback, Mobile Chat, Visual IVR (bypass IVR, provide EWT, know who the Customer is, location, add'l context) No No NA PS RM

Q1'19

Digital Routing of Work-items, tasks, complement to BPM tools (does not include workflow) The ability for a work-item (such as a training video, a specific task, a 3rd-party object, case or item such as an email) but which does not provide any workflow creation or management No No   NA NA EA

Task Routing 1Q'19

Digital Routing of work items like generic objects (like a Remedy case); includes basic workflow The ability for a work-item (such as a 3rd-party case) and which provides basic workflow creation or management No No RM

H2'19

G RM

Open Media 2Q'19

Digital Web-based survey Ability to create, invite and report on web-based surveys No No RM

Q1'19

RM

H1'18

3rd (digital)
Outbound Outbound campaigns / dialer / notifications Outbound calls transferred to agents (campaign mgmt, predictive, progressive and preview modes) No No G G G
Outbound Outbound notifications via SMS / e-mail No No G

Outbound on Behalf of Queue

TBD RM

CX Contact 1Q'19

Self-Service Self-service voice platform (IVR/VRU) System/platform which interacts with customers by playing audio prompts then using DTMF tones (input via phone keypad) as well as speech recognition to collect responses.   No No G G G
Self-Service Genesys ASR & TTS software Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) software from Genesys. No No G G NA
Self-Service 3rd Party ASR & TTS integration Vendor-provided integration to 3rd-party Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) software. No No RM H1 2019 G

Nuance

G

Nuance

Self-Service 3rd-Party IVR integration Works with 3rd-party IVR platforms No No   PS PS PS
Self-Service Visual IVR Visual IVR enables customers to use digital channels (i.e. web, mobile), be offered personalized IVR-like choices and then transition from the digital channel to speak with the agent who has full context, resulting in significantly reduced handle times. No No NA NA NA
Self-Service Knowledge Management Knowledge Management system to create, share, manage and use the knowledge and information of an organization. Integrated with the IVR, agent desktop or website. No No 3rd NA RM

Q1'19

Self-Service Chatbot (directed dialog) A development interface and computer program which conducts a conversation via textual methods No No EA RM

2019

EA
Self-Service AI/Machine Learning/Bots/Alexa/Genesys “Kate” A computer application which is able to learn without being explicitly programmed No No G Lex RM

2019

EA
Workforce Engagement Management Workforce Management (WFM; forecast, schedule, adherence) A tightly integrated solution which enables a company to optimize their workforce around forecasting, scheduling and managing an agents schedule as well as monitoring in real-time how well the agents are "adhering" to their assigned schedule No No   G G G
Workforce Engagement Management 3rd-Party WFM Integrations (out-of-the-box, vendor-supported) Vendor-provided integrations to major 3rd-party WFM vendors such as Nice, Verint, Telopti, etc. No No G

Verint

G

Verint, Nice (IEX/TotalView), Aspect eWFM, GMT, InVision, Injixo (Cloud only), Pipkins (RTA only)

RM

Q4'18 Verint, Nice (IEX/TotalView), Aspect eWFM

Workforce Engagement Management 3rd-Party WFM Integrations (custom integration) The software development tools which enables a custom integration to a 3rd-party WFM solution. No No PS PS PS
Workforce Engagement Management Call Recording A solution which records customer/agent telephone/audio conversations (over the PSTN or VoIP).  This could be for 100% of all calls or smaller portion if desired. No No G G G
Workforce Engagement Management 3rd-Party Recording support Ability to integrate with a 3rd-party call recording vendor such as Nice or Verint. No No NA 3rd NA
Workforce Engagement Management Screen Recording A solution which records screen shots (screen capture) of the agent's desktop while they interact with a customer (i.e. while on a call or handling other interaction channels) No No G G G, L

Screen Recording with Voice Interaction

Workforce Engagement Management Word-spotting (real-time) A solution which uses speech recognition to, in real-time, determine if certain key words were spoken by the agent or the customer as well as alerts to supervisors if certain words are recognized No No NA G NA
Workforce Engagement Management Speech and Text Analytics A fulll-featured solution which enables a company to manage agent compliance and quality through detailed analysis of agent audio recordings and digital communications (i.e. chats, emails, etc.). Search categorization and powerful visualization of the analysis is provided. No   3rd PS G, L

Speech Omly

Workforce Engagement Management Quality Management Tools to automate agent performance which enables the improvement of agent skills, helps manage compliance risk, and delivers consistent customer experiences. No No   G G G
Workforce Engagement Management Skill Assessment A solution which enables full-featured test creation, distribution, grading/performance so companies can see where each agent may need training.  Agent performance can trigger automatic update of one or more agent skills which are defined in the Genesys CIM Platform. No No   NA NA NA
Workforce Engagement Management Training Management A solution which enables the ability to create, manage, and schedule, for example, multiple agent training activities, team meetings, and one-to-ones automatically in Genesys Workforce Management (WFM). The training schedule process can include room and trainer availability/location or any combination of agent, room, and training.  For team meetings and one-to-ones, this automatically includes the manager. No No NA NA NA
Workforce Engagement Management Coaching A solution for supervisors to analyze and identify agent performance gaps which enables targeted coaching for each given agent No No G G NA
Workforce Engagement Management Long Term Planning No No G (via Decisions) G (via Decisions) G (via Decisions)
Open Platform Agent Desktop (browser-based, thin-client) The primary browser-based desktop interface agents use for handling interactions G G, L G, L
Open Platform Agent Desktop (thick-client) The primary desktop interface (thick-client; i.e. an application which runs on the agent's desktop or via VDI vendors) agents use for handling interactions G G NA
Open Platform Integrate with custom agent desktops Software development kits which enable Genesys agent desktop objects to be integrated into a customer's custom developed desktop No No GA PS PS, L
Open Platform Screen pop browser-based 3rd-party via URL The ability to "pop" a browser on the agent's desktop with specific query string (e.g. a CRM's case number) embedded in the URL of the 3rd-party application No No   G G G
Open Platform Screen pop - thick client 3rd-party CRM The ability to "pop" a 3rd-party CRM application on the agent's desktop, not using a URL, but instead communicating to the 3rd-party CRM with the required protocol/method (again, not a URL in a browser) No No PS PS PS
Open Platform CRM Client Integrations Vendor-provided interfaces to major CRM vendors No No G

SalesForce, Zendesk, Others via Appfoundry

G G, L

SalesForce (GA), Oracle ServiceNow (PS) or WWE can have browser-based CRM in iFrame (PS)

Open Platform Outbound calls by agent from agent desktop (manual dial) No outbound campaigns involved No No   G G G
Open Platform Send outbound fax from agent desktop Initiate an outbound fax during a customer interaction. No No G G 3rd, PS
Open Platform Response library for agent desktop Provides consistent responses made available to agents on their agent desktop. No No G,L

Limited compared to GenesysEngage-onpremises. Supports e-mail / chat

G G
Open Platform Agent Scripting A tool as well as an interface to assist agents in their dialogue with customers. No No G G 3rd
Open Platform Supervisor Desktop Combined with Agent Desktop or separate Desktop for Supervisors No No G G G
Open Platform Physical phone for agents List of supported 3rd-Party phones specified. No No G

https://help.mypurecloud.com/articles/managed-phones-models-and-features-matrix/

G

Polycom VVX phones

G, L

See Supported Media Interfaces Guide, Supported Hard Phones EA: Device Mgmt for AUDC and Polycom Desk phones

Open Platform SW SIP Endpoint for Agents Agents do not need a physical/hard phone to take calls. A software SIP Endpoint is integrated into the Agent Desktop. No No G

WebRTC Softphone (not SIP)

G G, EA

Genesys SIP Endpoint for Agent Desktop

Open Platform 3rd-Party Wallboard integration or statistics display on a monitor/TV A software development method provided to easily integrate to a 3rd-party wallboard vendor or, for example, TVs No No G G G (Pulse)

G (Stats API)

Open Platform 3rd-Party solution custom integration with the Platform's key components A software development method/tools for integrating to key Genesys components.  This provides the ability for system integrators to integrate to most 3rd-party applications as well as develop full solutions to augment the Genesys platform. No No G G L, PS
Open Platform Chat Integration with Skype for Business Using the GenesysCloud Skype for Business App GenesysCloud users can chat directly with Skype for Business contacts inside the GenesysCloud interface G
Non-functional High Availability Offers exceptional HA capabilities No No   G G G
Remote Survivability No No With local GenesysCloud Edge With local SIP Proxy / Media Server L

Custom

Non-functional Multi-tenant or single-tenant (no shared infrastructure) No No G G NA
Non-functional Security Meets many security standards No No GenesysCloud 1, 2 & 3

HIPPA Compliance, PCI DSS (with Secure Pause), GDPR Compliance GenesysCloud 2 & 3 PCI DSS (with Secure IVR) SSAE 16 SOC 2 Type II

PCI-DSS 3.1 Level 1 Service Provider, SOC 2 Type II, ISO 27001: 2013, HIPAA/HITECH Compliance.

Authentication and Authorization, Audit Trails, Secure Transport, Secure Storage. Genesys PureConnect Cloud hosts our services at third-party datacenters. These datacenters hold SSAE-16 SOC 1 Type II, SOC 2 Type II, or ISO 27001 certifications as applicable to the region where they reside.

GDPR, PCI-DSS 3.1 Level 1 Service Provider, SOC 2 Type II, ISO 27001: 2013, HIPAA/HITECH Compliance.
Authentication and Authorization, Audit Trails, Secure Transport, Secure Storage.
Genesys Multicloud CX hosts our services at third-party datacenters. These datacenters hold SSAE-16 SOC 1 Type II, SOC 2 Type II, or ISO 27001 certifications as applicable to the region where they reside.
RM: FedRAMP 2H'18
See Genesys Cloud Security Whitepaper.
Non-functional Single Sign On Integration with customer provided Single Sign On Solutions No No Microsoft  ADFS, Microsoft Azure Premium, Okta, OneLogin, SalesForce, SAML 2.0 Microsoft  ADFS, SalesForce, SAML 2.0, Ping, IBM Lighthouse External Authentication using LDAP
L: SSO 2H'19




Retrieved from "https://all.docs.genesys.com/UCSales/Current/test (2022-08-14 12:38:39)"