UseCases/Current/GenesysCloud/CE08 - Revision history

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

2021-11-09T21:28:27Z

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

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T13:51:12Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 22:06, December 14, 2020

2020-12-14T22:06:45Z

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2020-12-01T13:07:20Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 17:15, November 10, 2020

2020-11-10T17:15:18Z

Shane.landy@genesys.com at 18:22, October 21, 2020

2020-10-21T18:22:01Z

Shlandy93 at 09:57, October 15, 2020

2020-10-15T09:57:31Z

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:40Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE08 to UseCases/Current/GenesysCloud/CE08: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:56Z

WikiSysop moved page UseCases/Current/PureCloud/CE08 to UseCases/Current/GenesysCloud/CE08: Text replacement - "PureCloud" to "GenesysCloud"

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T22:28:41Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

@@ Line 30: / Line 30: @@
 * When successful, application informs customer of successful payment
 |MaturityLevel=Defined
-|SellableItems=Genesys Cloud 2 or greater
+|SellableItems=Genesys Cloud CX 2 or greater
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Integration with a payment application via Rest-based API's.,
@@ Line 37: / Line 37: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/7f7b2238-16e4-4281-b911-88ef0f341726/0
-|BusinessFlowDescription=#A customer is transferred to the payment capture IVR application. This transfer can occur either from another IVR application (outside of the scope of this use case) or by an agent who initiates a secure payment transfer. When an agent transfers a customer to the secure payment capture IVR application, the agent is temporarily removed from the call and is unable to listen to the conversation. In Genesys Cloud, the agent remains reserved to resume the call after the payment processing is completed.
+|BusinessFlowDescription=#A customer is transferred to the payment capture IVR application. This transfer can occur either from another IVR application (outside of the scope of this use case) or by an agent who initiates a secure payment transfer. When an agent transfers a customer to the secure payment capture IVR application, the agent is temporarily removed from the call and is unable to listen to the conversation. In Genesys Cloud CX, the agent remains reserved to resume the call after the payment processing is completed.
-#Genesys Cloud checks whether the customer has been identified. If not, Genesys Cloud routes the customer to a separate application for identification and verification. This functionality is covered by a separate use case, {{#mintydocs_link:topic=CE07}}.
+#Genesys Cloud CX checks whether the customer has been identified. If not, Genesys Cloud CX routes the customer to a separate application for identification and verification. This functionality is covered by a separate use case, {{#mintydocs_link:topic=CE07}}.
 #If identification and verification succeeds, the customer moves to the next step. If not:
 #*If the payment attempt is fully automated, the customer is transferred to a queue with context for manual processing by an agent.
 #*If the payment attempt is agent-assisted, the caller is transferred back to the agent and the customer and agent continue their conversation.
-#Genesys Cloud prompts the caller with the payment amount. This amount could be any of the following:
+#Genesys Cloud CX prompts the caller with the payment amount. This amount could be any of the following:
 #*Retrieved by the IVR via a data dip (outside of the scope of this used case)
 #*Based on what an agent has entered before initiating the payment capture IVR application
-#*Entered by the caller. If this is the case, Genesys Cloud enables the customer to enter a payment amount. (If the payment attempt is agent assisted, only DTMF input is permitted). The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount retrieved from the IVR or the agent.
+#*Entered by the caller. If this is the case, Genesys Cloud CX enables the customer to enter a payment amount. (If the payment attempt is agent assisted, only DTMF input is permitted). The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount retrieved from the IVR or the agent.
 #The customer enters their card number.
-#*Genesys Cloud checks via the integration whether the card number is valid and what type of card it is. Depending on the type of card, the customer is requested to provide further details (such as expiration date and/or CVV code).
+#*Genesys Cloud CX checks via the integration whether the card number is valid and what type of card it is. Depending on the type of card, the customer is requested to provide further details (such as expiration date and/or CVV code).
 #*After every field entry (for example, card number, expiration date, and CVV code), the entry is read back and the customer confirms or re-enters the entry.
-#Genesys Cloud accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
+#Genesys Cloud CX accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
 #If rejected, the customer can re-enter their card details until the maximum number of rejections is met, at which point:
-#*If the payment attempt is fully automated, Genesys Cloud transfers the customer to a queue with context for manual processing.
+#*If the payment attempt is fully automated, Genesys Cloud CX transfers the customer to a queue with context for manual processing.
-#*If the payment attempt is agent-assisted, Genesys Cloud transfers the caller back to the agent, and the customer and agent continue their conversation.
+#*If the payment attempt is agent-assisted, Genesys Cloud CX transfers the caller back to the agent, and the customer and agent continue their conversation.
-#If the payment is successful, Genesys Cloud plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
+#If the payment is successful, Genesys Cloud CX plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
 #If the payment attempt is fully automated, the call continues in the IVR application. If the payment attempt is agent-assisted, the caller can be transferred back to the original agent (optionally). The result of the payment is attached to the call for further processing.
 }}
@@ Line 77: / Line 77: @@
 |RealTimeReporting=Conversations for which an agent started a secure IVR Flow have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation. Conversations that involve a transfer from the IVR into the payment provider  shows the payment provider's IVR as a separate IVR segment on the conversation.
 |HistoricalReporting=Same as real-time Reporting
-|GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment)
+|GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud CX and the payment Gateway (or the CRM or another system that processes the payment)
 *Requirements for the payment provider:
 **REST-based API for payment integration

@@ Line 10: / Line 10: @@
 |UCBenefit=Improve the accuracy and efficiency of payments by phone.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offer customers the option of agent-assisted or fully automated phone payments.
 }}{{SMART Benefits

@@ Line 77: / Line 77: @@
 |RealTimeReporting=Conversations for which an agent started a secure IVR Flow have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation. Conversations that involve a transfer from the IVR into the payment provider  shows the payment provider's IVR as a separate IVR segment on the conversation.
 |HistoricalReporting=Same as real-time Reporting
 |GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment)
 *Requirements for the payment provider:
@@ Line 93: / Line 92: @@
 |Premise_Assumption=There is no applicable content for this section.
 }}
 }}

@@ Line 9: / Line 9: @@
 |UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Improve the accuracy and efficiency of payments by phone.
 }}
 |UCOverview=This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode.
@@ Line 71: / Line 77: @@
 |RealTimeReporting=Conversations for which an agent started a secure IVR Flow have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation. Conversations that involve a transfer from the IVR into the payment provider  shows the payment provider's IVR as a separate IVR segment on the conversation.
 |HistoricalReporting=Same as real-time Reporting
-|GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment)
+|DocVersion=V 1.0.2
 *Requirements for the payment provider:
 **REST-based API for payment integration
@@ Line 83: / Line 90: @@
 *Enabled organization for PCI.
 |RequiresAll=CE01, CE07
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=There is no applicable content for this section.
 }}
 }}

@@ Line 70: / Line 70: @@
 |AgentDeskRequirements=Use Genesys scripts to create an action to start a payment transfer. The scripts pass data for payment amount and other details that are required to complete the secure payment transaction.
 |RealTimeReporting=Conversations for which an agent started a secure IVR Flow have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation. Conversations that involve a transfer from the IVR into the payment provider  shows the payment provider's IVR as a separate IVR segment on the conversation.
-|HistoricalReporting=Same as Real Time Reporting
+|HistoricalReporting=Same as real-time Reporting
 |GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment)
 *Requirements for the payment provider:
@@ Line 84: / Line 83: @@
 *Enabled organization for PCI.
 |RequiresAll=CE01, CE07
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=There is no applicable content for this section.
 }}
 }}

@@ Line 2: / Line 2: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
-|UCBenefit=Improve revenue collection through speed to market and established best practice
+|UCBenefit=Improve revenue collection through speed to market and established best practice.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Penalties and Fines
@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Improve the accuracy and efficiency of payments by phone
+|UCBenefit=Improve the accuracy and efficiency of payments by phone.
 }}
 |UCOverview=This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode.
-|UCSummary=Provides the ability to quickly add a PA-DSS certified payment capture IVR application to a call flow to capture payments. The payment capture IVR application integrates with a third-party payment provider to complete the payment. The payment capture IVR application includes automatic card type detection and applies appropriate rules for collection and validation of the card data. Payments can be agent-assisted or fully automated.
+|UCSummary=Allows companies to add a PA-DSS certified payment capture IVR application to a call flow to capture payments quickly. The payment capture IVR application integrates with a third-party payment provider to complete the payment. The payment capture IVR application includes automatic card type detection. It also applies appropriate rules for collection and validation of the card data. Payments can be agent-assisted or fully automated.
 |PainPoints=* Inability to achieve PCI DSS for taking card payments
 * Low payment capture rates
@@ Line 31: / Line 31: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/7f7b2238-16e4-4281-b911-88ef0f341726/0
-|BusinessFlowDescription=# A customer is transferred to the payment capture IVR application. This transfer can occur either from another IVR application (outside of the scope of this use case) or by an agent who initiates a secure payment transfer. When an agent transfers a customer to the secure payment capture IVR application, the agent is temporarily removed from the call and is unable to listen to the conversation. In Genesys Cloud, the agent remains reserved to resume the call after the payment processing is completed.
+|BusinessFlowDescription=#A customer is transferred to the payment capture IVR application. This transfer can occur either from another IVR application (outside of the scope of this use case) or by an agent who initiates a secure payment transfer. When an agent transfers a customer to the secure payment capture IVR application, the agent is temporarily removed from the call and is unable to listen to the conversation. In Genesys Cloud, the agent remains reserved to resume the call after the payment processing is completed.
-# Genesys Cloud checks whether the customer has been identified. If not, Genesys Cloud routes the customer to a separate application for identification and verification. This functionality is covered by a separate use case, {{#mintydocs_link:topic=CE07}}.
+#Genesys Cloud checks whether the customer has been identified. If not, Genesys Cloud routes the customer to a separate application for identification and verification. This functionality is covered by a separate use case, {{#mintydocs_link:topic=CE07}}.
-# If identification and verification succeeds, the customer moves to the next step. If not:
+#If identification and verification succeeds, the customer moves to the next step. If not:
-#* If the payment attempt is fully automated, the customer is transferred to a queue with context for manual processing by an agent.
+#*If the payment attempt is fully automated, the customer is transferred to a queue with context for manual processing by an agent.
-#* If the payment attempt is agent-assisted, the caller is transferred back to the agent and the customer and agent continue their conversation.
+#*If the payment attempt is agent-assisted, the caller is transferred back to the agent and the customer and agent continue their conversation.
-# Genesys Cloud prompts the caller with the payment amount. This amount could be any of the following:
+#Genesys Cloud prompts the caller with the payment amount. This amount could be any of the following:
-#* Retrieved by the IVR via a data dip (outside of the scope of this used case)
+#*Retrieved by the IVR via a data dip (outside of the scope of this used case)
-#* Based on what an agent has entered before initiating the payment capture IVR application
+#*Based on what an agent has entered before initiating the payment capture IVR application
-#* Entered by the caller. If this is the case, Genesys Cloud enables the customer to enter a payment amount. (If the payment attempt is agent assisted, only DTMF input is permitted). The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount retrieved from the IVR or the agent.
+#*Entered by the caller. If this is the case, Genesys Cloud enables the customer to enter a payment amount. (If the payment attempt is agent assisted, only DTMF input is permitted). The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount retrieved from the IVR or the agent.
-# The customer enters their card number.
+#The customer enters their card number.
-#* Genesys Cloud checks via the integration whether the card number is valid and what type of card it is. Depending on the type of card, the customer is requested to provide further details (such as expiration date and/or CVV code).
+#*Genesys Cloud checks via the integration whether the card number is valid and what type of card it is. Depending on the type of card, the customer is requested to provide further details (such as expiration date and/or CVV code).
-#* After every field entry (for example, card number, expiration date, and CVV code), the entry is read back and the customer confirms or re-enters the entry.
+#*After every field entry (for example, card number, expiration date, and CVV code), the entry is read back and the customer confirms or re-enters the entry.
-# Genesys Cloud accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
+#Genesys Cloud accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
-# If rejected, the customer can re-enter their card details until the maximum number of rejections is met, at which point:
+#If rejected, the customer can re-enter their card details until the maximum number of rejections is met, at which point:
-#* If the payment attempt is fully automated, Genesys Cloud transfers the customer to a queue with context for manual processing.
+#*If the payment attempt is fully automated, Genesys Cloud transfers the customer to a queue with context for manual processing.
-#* If the payment attempt is agent-assisted, Genesys Cloud transfers the caller back to the agent, and the customer and agent continue their conversation.
+#*If the payment attempt is agent-assisted, Genesys Cloud transfers the caller back to the agent, and the customer and agent continue their conversation.
-# If the payment is successful, Genesys Cloud plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
+#If the payment is successful, Genesys Cloud plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
-# If the payment attempt is fully automated, the call continues in the IVR application. If the payment attempt is agent-assisted, the caller can be transferred back to the original agent (optionally). The result of the payment is attached to the call for further processing.
+#If the payment attempt is fully automated, the call continues in the IVR application. If the payment attempt is agent-assisted, the caller can be transferred back to the original agent (optionally). The result of the payment is attached to the call for further processing.
 }}
 |BusinessLogic=====Parameters to be Passed to the Payment Application====
 The payment capture IVR application requires the following parameters:
 * Customer or Account Identifier (recommended)
-* Outstanding Balance or Payment Amount (recommended)
+*Customer or Account Identifier (recommended)
-* Payment Reference (optional)
+*Outstanding Balance or Payment Amount (recommended)
 ====Configuration Settings====
 The following parameters are configurable within the system:
 * The maximum number of declined payments allowed before exiting the flow
-* The types of cards that are allowed for payment (such as Amex and Visa)
+*The maximum number of declined payments allowed before exiting the flow
-* The currency of the payment
+*The  allowed cards for payment (such as Amex and Visa)
-* Setting and details on the payment provider
+*The currency of the payment
-* Optionally a minimum payment amount in case the customer can specify the payment amount. For payment requests below this amount, there is an error flow where the customer is asked to enter the amount they want to pay.
+*Setting and details on the payment provider
-* The result to return when the maximum attempts are reached, possibly to send the call to an agent or initiate some other handling
+*Optionally a minimum payment amount in case the customer can specify the payment amount. For payment requests below this amount, there is an error flow where the application asks the customer to enter the amount they want to pay.
-|DistributionLogic=N/A
+*The result to return when the customer reaches the maximum attempts, possibly to send the call to an agent, or initiate some other handling
-|CustomerInterfaceRequirements=N/A
+|DistributionLogic=There is no applicable content for this section.
-|AgentDeskRequirements=Genesys scripts will be used to create an action to initiate an payment transfer. The scripts pass data for payment amount and other details needed to complete the secure payment transaction.
+|CustomerInterfaceRequirements=There is no applicable content for this section.
-|RealTimeReporting=Conversations for which a secure IVR Flow was initiated by an agent will have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation.Conversations that involve a transfer from the IVR into the payment provider will show the payment provider's IVR as a separate IVR segment on the conversation.
+|AgentDeskRequirements=Use Genesys scripts to create an action to start a payment transfer. The scripts pass data for payment amount and other details that are required to complete the secure payment transaction.
 |HistoricalReporting=Same as Real Time Reporting
-|DocVersion=v 1.0.1
+|DocVersion=V 1.0.1
-|GeneralAssumptions=*The integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment) is provided by the customer/partner.
+|GeneralAssumptions=*The customer / partner provides the integration between Genesys Cloud and the payment Gateway (or the CRM or another system that processes the payment)
 *Requirements for the payment provider:
 **REST-based API for payment integration
 *Certification of the full PCI environment is outside the scope of this use case.
 *Audio Prompts:
-**Genesys recommends that pre-recorded prompts be used for any dynamic playback of information such as payment amounts, dates, or order numbers, as this provides a higher quality caller experience than using text-to-speech.
+**Genesys recommends that pre-recorded prompts be used for any dynamic playback of information such as payment amounts, dates, or order numbers, as these prompts provide a better caller experience than using text-to-speech.
 **TTS is optional for playback of prompts.
 *Input modes:
-**If the agent initiates payment capture by conferencing the customer with the IVR, customer inputs will be DTMF only.
+**If the agent starts the payment capture by conferencing the customer with the IVR, customer inputs are DTMF only.
-**If payment capture is initiated from IVR, customer inputs will be using DTMF.
+**If payment capture is started from IVR, customer inputs are using DTMF.
-*Organization is enabled for PCI.
+*Enabled organization for PCI.
-|RequiresAll=CE07, CE43
+|RequiresAll=CE01, CE07
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
-|Premise_Assumption=N/A
+|Premise_Assumption=There is no applicable content for this section.
 }}
 }}

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