User: Jose.druker@genesys.com/GEC DELTA MATRIX/Queries2
From Genesys Documentation
Capabilities query used for first "publication"[ | edit source]
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| Category | Name | Genesys Engage cloud support on Azure | Genesys Engage cloud support on AWS | Notes | PM/SME |
|---|---|---|---|---|---|
| Category | Name | Genesys Engage cloud support on Azure | Genesys Engage cloud support on AWS | Notes | PM/SME |
| Admin, Development, and Reporting Tools | Designer | Standard
#azure | Standard #aws | Gayetri Bhattacharjee | |
| Admin, Development, and Reporting Tools | Designer Flowchart UI | Consolidated under Designer
#azure | Planned #aws | Included into Designer as a featureDesigner Flowchart UI | Gayetri Bhattacharjee |
| Admin, Development, and Reporting Tools | Designer Visual IVR | Not Applicable
#azure | Planned #aws | Gayetri Bhattacharjee | |
| Admin, Development, and Reporting Tools | Designer w/analytics | Standard
#azure | Standard #aws | Gayetri Bhattacharjee | |
| Admin, Development, and Reporting Tools | GCXI historical reporting | Standard
#azure | Standard #aws | Guruminder Singh | |
| Admin, Development, and Reporting Tools | Historical Data Feed | Standard
#azure | Standard #aws | Ramnath Soleswaran | |
| Admin, Development, and Reporting Tools | Pulse real-time reporting | Standard
#azure | Standard #aws | Mithlesh Kumar | |
| AI | Agent Assist | Planned
#azure | PM-Controlled #aws | Michael Davies | |
| AI | Dialog Engine NLU | Not Applicable
#azure | Not Applicable #aws | Rob Blane | |
| AI | Knowledge Management | Planned
#azure | Planned #aws | Hybrid, the KM service is hosted on AWS | Jonathan McKenzie |
| AI | Predictive Engagement | PM-Controlled
#azure | PM-Controlled #aws | Stephane Saada Mark Brophy | |
| AI | Predictive Engagement Salesforce Marketo Integration | Not Applicable
#azure | Planned #aws | Stephane Saada Mark Brophy | |
| AI | Predictive Routing | Planned
#azure | PM-Controlled #aws | Mandatory Value Study/ | |
| Digital | Advanced Chat | Standard
#azure | Standard #aws | Dinesh Neralla | |
| Digital | Context Routing | Standard
#azure | Standard #aws | Included in Choice bundles | Pat Mackey |
| Digital | Standard
#azure | Standard #aws | Supports O365 (Graph API), Gmail (Gmail API), and Generic IMAP mailboxes. No EWS or POP. | Veit Irtenkauf | |
| Digital | Email Classic | Not Applicable
#azure | PM-Controlled #aws | Only available to existing customer using Email classic. All other customers will be deployed on Engage cloud Email. AWS capability name: Reactive Email | Stephane Saada |
| Digital | Inbound SMS, MMS | Standard
#azure | Standard #aws | Verify Portico support in specific geo-regions with PM / AWS capability name: Inbound SMS | Dinesh Neralla |
| Digital | Intelligent Workload Distribution | PM-Controlled
#azure | PM-Controlled #aws | Veit Irtenkauf | |
| Digital | Messaging | PM-Controlled
#azure | PM-Controlled #aws | Veit Irtenkauf | |
| Digital | Mobile Chat | Standard #aws | New implementations must use Advanced (Asynchronous) Chat and are OK for simplified CAP. Migrations from Reactive to Advanced Chat– specify use cases in Customizations slide and ensure PM and PS support | DInesh Neralla | |
| Digital | Reactive Chat | Not Applicable
#azure | PM-Controlled #aws | Available to current Reactive Chat customers onlyReactive Chat | Dinesh Neralla |
| Digital | Rich Media for Chatbots and Messaging | Consolidated under Chatbot, Messaging
#azure | PM-Controlled #aws | Veit Irtenkauf | |
| Digital | Social Engagement | PM-Controlled
#azure | PM-Controlled #aws | Social Engagement will be available when the rest of the suite is GA AWS capability name: Social Engagement (Twitter, FB) | Veit Irtenkauf |
| Inbound | Callback | Standard
#azure | Standard #aws | Umer Rabbani Gayetri Bhattacharjee | |
| Inbound | Customer surveys | Standard
#azure | Standard #aws | Voice Surveys only. Chat surveys are on the roadmap. | Gayetri Bhattacharjee |
| Inbound | Device Management | Not Applicable
#azure | Standard #aws | Umer Rabbani | |
| Inbound | Inbound Voice | Standard
#azure | Standard #aws | Umer Rabbani | |
| Inbound | Mobile Callback (GES Callback) | Consolidated under Callback
#azure | PM-Controlled #aws | Umer Rabbani | |
| Inbound | Mobile Click-to-Call | Consolidated under Callback
#azure | PM-Controlled #aws | Umer Rabbani | |
| Inbound | Softphone | Standard
#azure | Standard #aws | SIP-based thick client, requires a private connection | Bill Mitchell |
| Inbound | Voice Mail | Standard
#azure | Standard #aws | Group and Personal Voice Mail | Vinod Seshasayee |
| Inbound | WebRTC Media Service | Consolidated under WWE, SIP Phone
#azure | PM-Controlled #aws | Vinod Seshasayee | |
| Open Platform | Agent SSO / SAML 2.0 Integration w/ External IDP | Consolidated under Platform, Portal -- available ONE login
#azure | Standard #aws | Note! SSO support varies across different capabilities. Refer to SSO support documentation https:/ | Bill Mitchell |
| Open Platform | External LDAP Authentication | Standard #aws | Vinod Seshasayee | ||
| Open Platform | External Task Routing | PM-Controlled
#azure | PM-Controlled #aws | Kimlan Do | |
| Open Platform | Genesys Multicloud CX API: Provisioning | Consolidated under GWS API
#azure | PM-Controlled #aws | Prashant Verma | |
| Open Platform | Genesys Multicloud CX APIs: Statistics | Consolidated under GWS API
#azure | PM-Controlled #aws | Kimlan Do | |
| Open Platform | Genesys Multicloud CX APIs: Workspace API / Voice, Chat | Consolidated under GWS API
#azure | PM-Controlled #aws | incl, SOW-145Genesys Multicloud CX APIs: Workspace API / Voice, Chat | Kimlan Do |
| Open Platform | Gplus Adapter for Microsoft Dynamics 365 | PM-Controlled
#azure | PM-Controlled #aws | Voice only | Subhajit Dutta |
| Open Platform | GPlus Adapter for Salesforce | Standard
#azure | Standard #aws | Bill Mitchell | |
| Open Platform | Gplus Adapter for ServiceNow | PM-Controlled
#azure | PM-Controlled #aws | Voice only | Subhajit Dutta |
| Open Platform | Gplus Adapters for WFM | PM-Controlled
#azure | PM-Controlled #aws | Supported vendor Aspect, Teleopti, Verint, Nice (IEX) | Kimlan Do |
| Open Platform | GWS API | PM-Controlled
#azure | PM-Controlled #aws | Kimlan Do | |
| Open Platform | In-browser WebRTC Support | Consolidated under WWE
#azure | PM-Controlled #aws | Vinod Seshasayee | |
| Open Platform | Open-Internet-Connected Agents | Standard
#azure | Planned #aws | Colin Leonard | |
| Open Platform | Recording Connector | PM-Controlled
#azure | Not Applicable #aws | Export of encrypted voice recording files for both Self Service (IVR) and Assisted Service | Bill Mitchell |
| Open Platform | Workspace | Standard
#azure | Standard #aws | Dhivya Sathishkumar | |
| Open Platform | Workspace Toolkit | PM-Controlled
#azure | PM-Controlled #aws | Voice, Workitem supportWorkspace Toolkit | Kimlan Do |
| Outbound | Custom/External Pre-Validation | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | External PDV is ability to make API request to 3rd party web service for Dial/ | Mike Davies |
| Outbound | Outbound Analytics | Consolidated under Outbound
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound Email | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound List Export (SFTP) | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound List Import (SFTP) | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound notifications / IVR | Standard
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound Restful API’s | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound Short Message Service (SMS) | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound Short Message Service (SMS) Aggregation | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound Voice / agent assisted service | Standard
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound-GVP Modes (power GVP, predictive GVP, progressive GVP) | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound-Predictive | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound-Preview - Pull | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound-Preview - Push | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| Outbound | Outbound-Progressive | Consolidated under Outbound Voice / agent assisted service
#azure | Standard #aws | Mike Davies | |
| PS Assets | Agent Scripting | Planned
#azure | PM-Controlled #aws | Genesys Universal Scripting – PS Asset | Kimlan Do |
| Self-Service | Chatbots | PM-Controlled
#azure | PM-Controlled #aws | Genesys Dialog Engine is no longer included in the Chatbot bundle. | Rob Marchand |
| Self-Service | Enterprise IVR | Standard
#azure | Standard #aws | Michael Davies | |
| Self-Service | Inbound Voice IVR - TTS | Planned
#azure | Standard #aws | Nuance TTSInbound Voice IVR - TTS | Michael Davies |
| Self-Service | Inbound Voice IVR – ASR | Planned
#azure | Standard #aws | Nuance ASRInbound Voice IVR – ASR | Michael Davies |
| Self-Service | IVR PaaS | Planned
#azure | Standard #aws | Michael Davies | |
| Self-Service | IVR PaaS w/Intelligent Automation | Not Applicable
#azure | Standard #aws | Michael Davies | |
| Self-Service | IVR Recording | Consolidated under Enterprise IVR
#azure | Standard #aws | Michael Davies | |
| Self-Service | Voicebots | PM-Controlled
#azure | PM-Controlled #aws | Genesys Dialog Engine is no longer included in the Voicebot bundle. | Rob Marchand |
| WEM | Employee Performance | PM-Controlled
#azure | PM-Controlled #aws | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud | Bill Mitchell Lee Qiao |
| WEM | Interaction Recording | PM-Controlled
#azure | PM-Controlled #aws | UX Only available via open Internet, and not MPLSGenesys Cloud CX Quality Assurance and Compliance (WE01) package should be positioned for new customersInteraction Recording | Lee Qiao |
| WEM | Quality Assurance and Compliance | PM-Controlled
#azure | PM-Controlled #aws | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud Covered functionality: IVR and Agent recording, QM and CoachingVoice-only in 4Q20 | Bill Mitchell Lee Qiao |
| WEM | Quality Management | PM-Controlled
#azure | PM-Controlled #aws | UX Only available via open Internet, and not MPLSGenesys Cloud CX Quality Assurance and Compliance (WE01) package should be positioned for new customersQuality Management | Lee Qiao |
| WEM | Resource Management | PM-Controlled
#azure | PM-Controlled #aws | Includes provisioning of Genesys Cloud CX WEM and hybrid integration with Engage Cloud Voice-only in 4Q20 | Bill Mitchell Lee Qiao |
| WEM | Screen Capture | PM-Controlled
#azure | PM-Controlled #aws | Screen capture is not supported by Chat/ | Lee Qiao |
| WEM | Speech Analytics (GIA) | PM-Controlled
#azure | PM-Controlled #aws | Genesys Cloud CX Employee Performance (WE03) package should be positioned for new AWS customers -- UX only available via open Internet, and not MPLSSpeech Analytics (GIA) | Lee Qiao |
| WEM | Workforce Management | PM-Controlled
#azure | PM-Controlled #aws | Genesys Cloud CX Resource Management (WE02) package should be positioned for new AWS customersWorkforce Management | Bhanu Suravarapu |
Capabilities excluded from the customer-facing table in the original query[ | edit source]
The query that generates the Capabilities table on the Genesys Engage cloud capabilities page intentionally excludes certain status combinations. The following table is the result of a basically reciprocal query, showing what was excluded. Source content is on this Library page.
| Category | Name | Description | Genesys Engage cloud support on Azure | Genesys Engage cloud support on AWS | Limitations |
|---|---|---|---|---|---|
| Category | Name | Description | Genesys Engage cloud support on Azure | Genesys Engage cloud support on AWS | Limitations |
| Admin, Development, and Reporting Tools | Designer Flowchart UI | Consolidated under Designer | Planned | ||
| Admin, Development, and Reporting Tools | Designer Visual IVR | Not Applicable | Planned | ||
| AI | Dialog Engine NLU | Not Applicable | NA | ||
| AI | Knowledge Management | No | Planned | ||
| AI | Predictive Engagement Salesforce Marketo Integration | Not Applicable | Planned | ||
| Open Platform | Open-Internet-Connected Agents | Standard | Planned | ||
| Open Platform | Recording Connector | PM-Controlled | NA |