PEC-DC/HIW - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:46Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:24Z

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

2021-11-09T21:12:14Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

2021-05-10T13:16:37Z

Published

Matthew.west@genesys.com: Published

2021-04-15T12:44:27Z

Published

Mwest: Published

2020-08-31T12:34:41Z

Published

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:18Z

Text replacement - "PureEngage" to "Genesys Engage"

Jerickso: Published

2020-06-09T00:24:33Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How Digital Channels works
|Application=Agent Desktop, Agent Setup, Digital Channels
|Role=Administrator
|TocName=How Digital Channels works
|ComingSoon=No
|Context=Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media.
|featurename=Digital Channels
|ShortDescription=Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. 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.
|overviewtext=Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. 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.

Enabling digital channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS.
|featureoverview=Chats from Facebook, Twitter, WhatsApp 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.l
|FeatureSection={{FeatureSection
|featureheading=Facebook
|relatedapps=Agent Desktop, Agent Setup
|users=Administrator
|anchor=Facebook2
|description=Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
|relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEFacebookTwitter}}
}}{{FeatureSection
|featureheading=Twitter
|relatedapps=Agent Desktop, Agent Setup
|users=Administrator
|anchor=
|description=Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
|relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEFacebookTwitter}}
}}{{FeatureSection
|featureheading=WhatsApp
|relatedapps=Agent Desktop, Agent Setup
|users=Administrator
|anchor=
|description=WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by PureEngage through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
|relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEWhatsApp}}
}}{{FeatureSection
|featureheading=SMS
|relatedapps=Agent Desktop, Agent Setup
|users=Administrator
|anchor=SMS
|description=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers.
|relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSESMS}}
}}
|HIWSection=
}}

@@ Line 25: / Line 25: @@
 |users=Administrator
 |anchor=Email2
-|description=Genesys Engage email includes:
+|description=Genesys Multicloud CX email includes:
 *Monitoring of inbound mailboxes.
@@ Line 51: / Line 51: @@
 |relatedapps=Agent Desktop, Agent Setup
 |users=Administrator
-|description=WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Engage through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
+|description=WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Multicloud CX through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
 |relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEWhatsApp}}
 }}{{FeatureSection

@@ Line 8: / Line 8: @@
 |Application=Agent Desktop, Agent Setup, Digital Channels
 |featurename=Digital Channels
-|ShortDescription=Digital Channels power your customer interactions across channels such as chat, SMS, messaging and social media. They provide 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.
+|ShortDescription=Digital Channels power your customer interactions across channels such as chat, email, SMS, messaging and social media. They provide 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.
-|overviewtext=Digital Channels power your customer interactions across channels such as chat, SMS, messaging and social media. They provide 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.
+|overviewtext=Digital Channels power your customer interactions across channels such as chat, email, SMS, messaging and social media. They provide 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.
 Enabling Digital Channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS.

@@ Line 8: / Line 8: @@
 |Application=Agent Desktop, Agent Setup, Digital Channels
 |featurename=Digital Channels
-|ShortDescription=Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. 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.
+|ShortDescription=Digital Channels power your customer interactions across channels such as chat, SMS, messaging and social media. They provide 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.
-|overviewtext=Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. 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.
+|overviewtext=Digital Channels power your customer interactions across channels such as chat, SMS, messaging and social media. They provide 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.
-Enabling digital channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS.
+Enabling Digital Channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS.
 |featureoverview=Chats from Facebook, Twitter, WhatsApp 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.
 |FeatureSection={{FeatureSection
@@ Line 25: / Line 25: @@
 |users=Administrator
 |anchor=Email2
-|description=Genesys email includes:
+|description=Genesys Engage email includes:
-* Monitoring of inbound mailboxes
+*Monitoring of inbound mailboxes.
-* Automated responses to incoming emails
+*Automated responses to incoming emails.
-* Routing of email to the best-fit agents based on content analysis
+*Routing of email to the best-fit agents based on content.
-* Supervisor review of outgoing emails
+*Supervisor review of outgoing emails.
 |relatedarticles={{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}
 }}{{FeatureSection

@@ Line 18: / Line 18: @@
 |users=Administrator
 |anchor=Chat2
-|description=Using the Chat channel, agents can respond to chat messages directed to them through Workspace Agent Desktop.
+|description=Using the Chat channel, agents can respond to chat messages directed to them through Agent Workspace.
 |relatedarticles={{Link-Standalone|topic=PEC-Chat/HIW|anchor=HIW|display text=How chat works}}
 }}{{FeatureSection
@@ Line 39: / Line 39: @@
 |users=Administrator
 |anchor=Facebook2
-|description=Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
+|description=Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Agent Workspace.
 |relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEFacebookTwitter}}
 }}{{FeatureSection
@@ Line 45: / Line 45: @@
 |relatedapps=Agent Desktop, Agent Setup
 |users=Administrator
-|description=Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
+|description=Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Agent Workspace.
 |relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEFacebookTwitter}}
 }}{{FeatureSection
@@ Line 51: / Line 51: @@
 |relatedapps=Agent Desktop, Agent Setup
 |users=Administrator
-|description=WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Multicloud CX through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
+|description=WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Multicloud CX through Genesys Hub and then automatically routed to agents across your enterprise who are using Agent Workspace.
 |relatedarticles={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEWhatsApp}}
 }}{{FeatureSection