PEC-DC/Current/DCPEGuide/Overview - Revision history

WikiSysop at 11:01, March 6, 2023

2023-03-06T11:01:33Z

WikiSysop at 16:16, September 29, 2022

2022-09-29T16:16:51Z

WikiSysop at 19:51, March 30, 2022

2022-03-30T19:51:59Z

Julie.munn@genesys.com: Published

2021-12-03T12:53:52Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:59Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Julie.munn@genesys.com: Published

2021-10-29T17:44:26Z

Published

New page

{{Article
|Standalone=No
|DisplayName=About Digital Channels
|Context=Learn about Digital Channels and how it works in Genesys Engage cloud private edition.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=Digital Channels powers your customer interactions across the chat and SMS channels. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.

Chats and SMS are treated just like regular Genesys interactions. When customers communicate with your company on one of these channels, Genesys matches them against customers already in the contact database. If there's a match, the agent handling the interaction has access to all previous interactions with the contact. Until the interaction is marked Done, agents can also return to the chat conversation at any time in the future — for example, they might need to take time to find additional information for the contact or initiate a business process in your company.
|Status=No
}}
|PEPageType=f94c5001-0cfd-4352-ace3-a27b07d5f3a1
}}

@@ Line 16: / Line 16: @@
 |structuredtext=Digital Channels is supported on the following cloud platforms
 *Azure Kubernetes Service (AKS)
 *Google Kubernetes Engine (GKE)
 See the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Digital_Channels}} for information about when support was introduced.

@@ Line 16: / Line 16: @@
 |structuredtext=Digital Channels is supported on the following cloud platforms
-* Google Kubernetes Engine (GKE)
+*Azure Kubernetes Service (AKS)
-* OpenShift Container Platform (OpenShift)
+*Google Kubernetes Engine (GKE)
 See the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Digital_Channels}} for information about when support was introduced.

@@ Line 14: / Line 14: @@
 |anchor=support
 |alignment=Vertical
-|structuredtext=Digital Channels is supported on the following cloud platforms:
+|structuredtext=Digital Channels is supported on the following cloud platforms
-*OpenShift Container Platform (OpenShift)
+* Google Kubernetes Engine (GKE)
 See the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Digital_Channels}} for information about when support was introduced.

@@ Line 9: / Line 9: @@
 Chats and SMS are treated just like regular Genesys interactions. When customers communicate with your company on one of these channels, Genesys matches them against customers already in the contact database. If there's a match, the agent handling the interaction has access to all previous interactions with the contact. Until the interaction is marked Done, agents can also return to the chat conversation at any time in the future — for example, they might need to take time to find additional information for the contact or initiate a business process in your company.
 |Status=No
 }}
 |PEPageType=f94c5001-0cfd-4352-ace3-a27b07d5f3a1
 }}

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=About Digital Channels
-|Context=Learn about Digital Channels and how it works in Genesys Engage cloud private edition.
+|Context=Learn about Digital Channels and how it works in Genesys Multicloud CX private edition.
 |ComingSoon=No
 |Section={{Section