PEC-IVR/Current/Administrator/Operations - Revision history

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

2021-11-09T21:28:01Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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

2021-11-09T20:29:37Z

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

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:12Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

2020-07-15T12:06:51Z

Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

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

2020-07-15T12:03:25Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:55Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-09T13:57:31Z

Published

New page

{{Article
|Standalone=No
|DisplayName=IVR Administration
|TocName=IVR Administration
|Context=Interactive Voice Response (IVR) assists in resolving your customers' issues when they call into your company. Your customer and the IVR interact with one another to drill-down on what the customer wants to do and, ideally, the IVR resolves the issue without having to transfer the call to an agent.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=IVR Administration
|Section={{Section
|sectionHeading=IVR offerings
|anchor=IVRofferings
|alignment=Vertical
|structuredtext=IVR consists of a computer and an application or call-flow. "Computer" refers to the Genesys Voice Platform (GVP) that executes or interprets the work, which is defined in an application or call-flow.

IVR includes two product offerings — the Enterprise IVR and GVP PaaS. Both the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (entirely Genesys managed) and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} (Customer or Genesys managed) offerings are available for PureEngage Cloud.

'''Enterprise IVR'''

{{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow.

'''GVP PaaS'''

{{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} is a different Inbound Voice offering wherein the application or call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud. Customers can manage the application or call-flow entirely by themselves (or, with Genesys assistance), and rely on Genesys to manage the complex infrastructure and high-availability associated with the telco connection.

For information on IVR menus, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=Menu}} and {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=MenuOption}}.
|Status=No
}}{{Section
|sectionHeading=GVP reporting
|anchor=GVPreporting
|alignment=Vertical
|structuredtext=IVR is associated with GVP Reporting. GVP has a number of individual components that perform different tasks during a call.

GVP reports give you a diagnostic look at your contact center's performance by monitoring how the components perform — by themselves and with each other.

The goal is to improve your contact center's efficiency. For more information, see {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP|display text=GVP Reporting}}.
|Status=No
}}
}}

@@ Line 14: / Line 14: @@
 |structuredtext=IVR consists of a computer and an application or call-flow. "Computer" refers to the Genesys Voice Platform (GVP) that executes or interprets the work, which is defined in an application or call-flow.
-IVR includes two product offerings — the Enterprise IVR and GVP PaaS. Both the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (entirely Genesys managed) and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} (Customer or Genesys managed) offerings are available for Genesys Engage cloud.
+IVR includes two product offerings — the Enterprise IVR and GVP PaaS. Both the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (entirely Genesys managed) and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} (Customer or Genesys managed) offerings are available for Genesys Multicloud CX.
 '''Enterprise IVR'''

@@ Line 14: / Line 14: @@
 |structuredtext=IVR consists of a computer and an application or call-flow. "Computer" refers to the Genesys Voice Platform (GVP) that executes or interprets the work, which is defined in an application or call-flow.
-IVR includes two product offerings — the Enterprise IVR and GVP PaaS. Both the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (entirely Genesys managed) and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} (Customer or Genesys managed) offerings are available for Genesys Engage Cloud.
+IVR includes two product offerings — the Enterprise IVR and GVP PaaS. Both the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (entirely Genesys managed) and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} (Customer or Genesys managed) offerings are available for Genesys Engage cloud.
 '''Enterprise IVR'''

@@ Line 18: / Line 18: @@
 '''Enterprise IVR'''
-{{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow.
+{{Link-SomewhereInThisVersion|manual=Administrator|topic=EntIVR|anchor=|display text=Enterprise IVR}} (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud CX and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow.
 '''GVP PaaS'''
-{{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} is a different Inbound Voice offering wherein the application or call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud. Customers can manage the application or call-flow entirely by themselves (or, with Genesys assistance), and rely on Genesys to manage the complex infrastructure and high-availability associated with the telco connection.
+{{Link-SomewhereInThisVersion|manual=Administrator|topic=GVP|anchor=|display text=GVP PaaS}} is a different Inbound Voice offering wherein the application or call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud CX. Customers can manage the application or call-flow entirely by themselves (or, with Genesys assistance), and rely on Genesys to manage the complex infrastructure and high-availability associated with the telco connection.
 For information on IVR menus, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=Menu}} and {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=MenuOption}}.

@@ Line 5: / Line 5: @@
 |Context=Interactive Voice Response (IVR) assists in resolving your customers' issues when they call into your company. Your customer and the IVR interact with one another to drill-down on what the customer wants to do and, ideally, the IVR resolves the issue without having to transfer the call to an agent.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=IVR Administration