Genesys Voice Services (OP04) for Genesys Cloud

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This topic is part of the manual Genesys Cloud Use Cases for version Public of Genesys Use Cases.
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Telephony Connection Options

What's the challenge?

While new communication channels continue to crop up, the importance of voice remains. But physical hardware and network maintenance can be cumbersome and doesn't scale well. Meanwhile, your business is growing and today's needs may not be the same as next year's needs.

What's the solution?

A wide variety of voice services connectivity options can provide ultimate flexibility and choice—so whether you want to use the same vendor for your contact center solution and voice services, or you prefer to bring your own carrier and manage your own costs, you're able to keep up with your business' shifting needs, all while extending cloud benefits across the business to provide speed, stability and agility.

Story and Business Context

While new communication channels continue to crop up, the importance of voice remains. The speed and agility of the Genesys™ Genesys Cloud™ contact center platform connects your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. The widest variety of voice services connectivity options in the industry gives customers unparalleled flexibility and choice. Customers can choose Genesys Cloud Voice (Genesys telecom) for VoIP, bring their own carrier with the cloud-based Bring Your Own Carrier (BYOC) option, or BYOC on-premises using a Genesys Cloud Edge appliance for local survivability. Customers can keep a carrier contract or existing PBX infrastructure, or consolidate using Genesys as a single vendor for all needs. Customers who choose Genesys Cloud are often attracted to the cloud technologies and microservices architecture that provide speed, stability, and agility for their business. Adopting a cloud solution for voice services is a future-proof approach—extending these same cloud benefits across a customer’s entire communications ecosystem.

Genesys Cloud Voice

Genesys Cloud Voice is an internet-based telephony service provided by Genesys that, upon activation, provides public telephony access to Genesys Cloud services (for example, Genesys Cloud Communicate and Genesys Cloud contact center). The Genesys Cloud Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform and registered Interconnected-VoIP provider, subject to all local telecom regulation. With Genesys Cloud Voice, customers can simplify their software and vendor management, consolidating down to one vendor and one bill. Deployment is fast with this all-cloud solution that easily scales. After enabling Genesys Cloud Voice for an organization, the administrator can purchase new phone numbers (for example, 800 numbers and DIDs) from a Genesys Cloud- provided inventory, or port existing phone numbers to the service for use with Genesys Cloud. From there, administrators can assign phone numbers to users, IVR systems, managed phones, or campaigns. Pricing is based per phone number and usage-per-minute.

Bring Your Own Carrier (BYOC)

Genesys Cloud BYOC refers to the ability for customers to define SIP trunks between Genesys Cloud and third-party devices or services. Customers can establish and maintain strategic carrier relationships and manage their own business voice costs. This service also eases deployment of global offices by enabling compliance with country-by-country telephony regulations while also allowing customers to leverage the speed, scalability, and agility of the cloud. A premises-based appliance is also available for customers who want local survivability. BYOC is available in two distinct offerings, named according to where the connection terminates against Genesys Cloud: BYOC Cloud: Customers can define SIP trunks between the Genesys Cloud cloud-based Edge & Media Tier and third-party systems over the public Internet. BYOC Premises: Customers can define SIP trunks between premises-based Edge hardware devices and third-party systems. Whether customers invoke BYOC in the cloud or by using a local Edge appliance, the solution enables them to create efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for various number classifications.

Use Case Benefits

Use Case Benefits Explanation
Reduced Deployment Costs Take advantage of an all-cloud solution for voice services—can be deployed in days, with no hardware required.

Summary

Genesys Cloud telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For more interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.


Additional information can be found in these documents:


Use Case Definition

Business Flow

How does Genesys Cloud Voice work?

After an organization enables Genesys Cloud Voice, the Genesys Cloud Voice administrator purchases new phone numbers or ports existing phone numbers to the service. They can then assign phone numbers to users, IVRs, managed phones, or campaigns.

When you use Genesys Cloud Voice with a phone, it securely connects over the public Internet to the nearest available Genesys Cloud Voice region. After the phone connects to the Genesys Cloud Voice region, the phone authenticates and registers with the customer’s Genesys Cloud services. TLS encryption secures the communications between the phone and Genesys Cloud Voice service.

For more information, see https://help.mypurecloud.com/articles/how-does-purecloud-voice-work/

Business Flow Description

  1. Our customer's customer calls an 800 number for sales or support assistance.
  • Our customer purchases a toll-free (1-800-xxx-xxxx) number from a carrier of choice.
  • Anyone can call this 800 number from a cell phone or landline and reach our customer via the PSTN.
  1. PSTN routes the call to the appropriate cloud carrier under which the 800 number is registered.
  2. The cloud carrier connects to Genesys Cloud Media Tier & Trunking Services over the Internet.
  3. The call connects to a Genesys Cloud ACD or business user via the Internet.

Business Flow

BYOC Cloud solutions

With Genesys Cloud’s BYOC Cloud solution, you can choose one of two methods to implement either your Carrier connection or your PBX connection.

  • Configure BYOC Cloud by means of a cloud-based carrier device or a premises-based carrier device.
  • Configure BYOC Cloud by means of a cloud-based PBX device or a premises-based PBX device.

The following diagrams illustrate each of these options. For more information, see https://help.mypurecloud.com/articles/byoc-cloud-solutions/

A Cloud-Based Carrier Device

Business Flow Description

Business Flow

A Premises-based Carrier Device

Business Flow Description

Business Flow

A Cloud-based PBX Device

Business Flow Description

Business Flow

A Premises-based PBX Device

Business Flow Description

Business Flow

BYOC Premises solutions

With Genesys Cloud’s BYOC Premises solution, configure SIP trunks between your premises-based Edge appliances and a third-party carrier using one of two methods. Use a premises-based carrier device or use a cloud-based carrier device. The following diagrams illustrate both options.

A premises-based carrier device


Configure a SIP trunk that connects your on-premises Edge to an on premises carrier device. For more information, see https://help.mypurecloud.com/articles/byoc-premises-solutions.

Business Flow Description

Business Flow

A Cloud-Based carrier Device


Configure a SIP trunk that connects your on-premises Edge to a carrier device in the cloud.

Business Flow Description

Business Flow

Business Flow Description



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.