PEC-IVR/HIW - Revision history

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

2021-11-09T21:27:36Z

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

Peter.chaplin@genesys.com: Published

2021-10-07T10:13:43Z

Published

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

2020-07-25T02:34:03Z

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

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

2020-07-15T11:44:58Z

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

Bgrenon: Published

2020-06-09T13:57:11Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How IVR works
|Application=IVR Administration
|Role=Administrator, Agent
|TocName=How IVR works
|Dimension=
|UseCase=CE09,CE10
|Platform=PureEngage
|ComingSoon=No
|Context=Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.
|featurename=IVR
|ShortDescription=IVR assists in resolving your customers' issues when they call into your company.
|overviewtext=Use the Genesys IVR to:

*Drill down on what the customer wants to do when they call into your company.
*Ideally, resolve the issue without having to transfer the call to an agent.
*In association with {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP|display text=GVP Reporting}}, have a diagnostic look at your contact center's performance by monitoring how the components perform.

'''Designer and IVR Administration'''

Genesys [[Draft:PEC-ROU|Designer]] is a web-based tool for developing self-service (Interactive Voice Response, or IVR) applications and assisted service (Routing) applications that run on the Genesys platform.

IVR Administration is an application that assists your business with providing cost-effective customer interactions 24/7 for voice, video, and web-based interactions.
|featureoverview=A key part of the Genesys omnichannel customer experience platform is Designer, which allows you to create and customize applications that let you fine-tune the routing requirements according to your business needs.

Designer is the tool to create the IVR (the menus – press 1 for sales, press 2 for service). The IVR is what the caller interacts with (hearing the prompts and pressing the dual-tone multifrequency (DTMF) digits).

You author and publish the IVR from Designer. You access the specific IVR based on DID groups and IVR Profiles (which are configured as part of IVR Administration).

Genesys IVR offerings:

*{{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=EntIVR|display text=Enterprise IVR}} (Genesys hosted and managed)
*{{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=GVP|display text=GVP PaaS}} (platform-as-a-service) (Customer hosted and managed)

'''User roles'''

PaaS IVR Administrator - This role is responsible for managing PaaS Users, IVR applications, DID groups, and its associated reports for the Production environment.

PaaS IVR Reporting - This role has access to all tenant reports (using the GAX Reporting Server) for the Production environment.
|FeatureSection={{FeatureSection
|featureheading=Enterprise IVR
|relatedapps=Designer, IVR Administration
|users=Genesys Professional Services Team and customer
|anchor=
|description=The customer and Genesys work closely together to implement a specific pre-defined use-case, or, create and test a suitable custom IVR call-flow.
|relatedarticles={{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=EntIVR|display text=Enterprise IVR}}
}}{{FeatureSection
|featureheading=GVP PaaS
|relatedapps=Designer, IVR Administration
|users=Genesys administrator and customer
|anchor=
|description=The call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud.

Customer manages the IVR application and back-end data integration by themselves.

Customer manages {{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=GVPCreateDID|display text=Direct-Inward-Dial (DID) groups}} and the {{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=GVPProvisionIVR|display text=mapping of those DID groups to the appropriate IVR application}}.

Customer can review reports relating to their IVR application using the {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP|display text=GVP Reporting interface}}.

Genesys manages the infrastructure responsible to operate the IVR (processing the VXML, connecting to ASR and TTS resources, telco termination into GVP, scaling GVP to accommodate variable load and bursting).

Genesys Professional Services can be engaged to assist with implementation and/or to integrate the IVR with Genesys hosted Cloud agents.
|relatedarticles={{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=GVP|display text=GVP PaaS}}
}}
|HIWSection=
|advanced=Yes
}}

@@ Line 52: / Line 52: @@
 |users=Genesys administrator and customer
 |anchor=
-|description=The call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud.
+|description=The call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud CX.
 Customer manages the IVR application and back-end data integration by themselves.

@@ Line 21: / Line 21: @@
 '''Designer and IVR Administration'''
-Genesys [[Draft:PEC-ROU|Designer]] is a web-based tool for developing self-service (Interactive Voice Response, or IVR) applications and assisted service (Routing) applications that run on the Genesys platform.
+Genesys [[PEC-ROU|Designer]] is a web-based tool for developing self-service (Interactive Voice Response, or IVR) applications and assisted service (Routing) applications that run on the Genesys platform.
 IVR Administration is an application that assists your business with providing cost-effective customer interactions 24/7 for voice, video, and web-based interactions.

@@ Line 8: / Line 8: @@
 |Dimension=
 |UseCase=CE09,CE10
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.

PEC-IVR/HIW - Revision history

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

Peter.chaplin@genesys.com: Published

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

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

Bgrenon: Published

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

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