UseCases/Current/GenesysCloud/OP04 - Revision history

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

2021-11-09T21:28:13Z

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

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

2021-05-10T14:13:41Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-26T11:11:19Z

UCC: Moved platform assumptions under general assumptions

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T16:22:46Z

UCC: Acrolinx Updates

Shlandy93 at 17:09, October 12, 2020

2020-10-12T17:09:03Z

Shlandy93 at 13:53, October 12, 2020

2020-10-12T13:53:50Z

Shlandy93 at 11:45, October 12, 2020

2020-10-12T11:45:06Z

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

2020-07-15T12:05:29Z

Text replacement - "PureCloud" to "Genesys Cloud"

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WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

2020-07-15T11:34:45Z

Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/OP04 to UseCases/Current/GenesysCloud/OP04: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:31:02Z

WikiSysop moved page UseCases/Current/PureCloud/OP04 to UseCases/Current/GenesysCloud/OP04: Text replacement - "PureCloud" to "GenesysCloud"

@@ Line 3: / Line 3: @@
 |Title=Genesys Voice Services
 |Offering=GenesysCloud
 |UCOverview=While new communication channels continue to crop up, the importance of voice remains. The speed and agility of the Genesys™ Genesys Cloud™ contact center platform connects your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. The widest variety of voice services connectivity options in the industry gives customers unparalleled flexibility and choice.
 Customers can choose Genesys Cloud Voice (Genesys telecom) for VoIP, use the cloud-based Bring Your Own Carrier (BYOC) option, or BYOC on-premises using a Genesys Cloud Edge appliance for local survivability. Customers can keep a carrier contract or existing PBX infrastructure, or consolidate using Genesys as a single vendor for all needs.
@@ Line 23: / Line 19: @@
 BYOC Premises: Customers can define SIP trunks between premises-based Edge hardware devices and third-party systems.
 Whether customers use BYOC in the cloud or a local Edge appliance, the solution enables them to create efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for various number classifications.
 |UCSummary=Genesys Cloud telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For more interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.

@@ Line 158: / Line 158: @@
 Using historical reports with [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ dashboards and views] gives you an accurate picture of your contact center's performance.
 |GeneralAssumptions=All voice calls to external participants route through a Genesys Voice solution: Genesys Cloud Voice or Bring Your Own Carrier.
-|CustomerAssumptions=There is no applicable content.
-|PremiseAssumptionsAdditional=For more information about how BYOC Premises is defined, see https://help.mypurecloud.com/articles/byoc-premises-solutions/ .
+For a list of countries in which Genesys Cloud Voice is currently available, see https://help.mypurecloud.com/articles/purecloud-voice-global-coverage-2/ .
 BYOC Cloud is available in all regions where Genesys Cloud is available. To view BYOC Cloud requirements, see https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/ .
 }}

@@ Line 13: / Line 13: @@
 '''Genesys Cloud Voice'''
-Genesys Cloud Voice is an internet-based telephony service provided by Genesys that, when activated, provides public telephony access to Genesys Cloud services. (for example, Genesys Cloud Communicate and Genesys Cloud contact center). The Genesys Cloud Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform and registered Interconnected-VoIP provider, subject to all local telecom regulation.
+Genesys Cloud Voice is an internet-based telephony service provided by Genesys that, when activated, provides public telephony access to Genesys Cloud services. (for example, Genesys Cloud Communicate and Genesys Cloud contact center.) The Genesys Cloud Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform, and registered Interconnected-VoIP provider, subject to all local telecom regulation.
 With Genesys Cloud Voice, customers can simplify their software and vendor management, consolidating down to one vendor and one bill. Deployment is fast with this all-cloud solution that easily scales. After enabling Genesys Cloud Voice for an organization, the administrator can purchase new phone numbers (for example, 800 numbers and DIDs) from a Genesys Cloud-provided inventory. Alternatively, they can also port existing phone numbers to the service for use with Genesys Cloud. From there, administrators can assign phone numbers to users, IVR systems, managed phones, or campaigns. Pricing is based per phone number and usage-per-minute.
 '''Bring Your Own Carrier (BYOC)'''.
-Genesys Cloud BYOC refers to the ability for customers to define SIP trunks between Genesys Cloud and third-party devices or services. Customers can establish and maintain strategic carrier relationships and manage their own business voice costs. This service also eases deployment of global offices by enabling compliance with country-by-country telephony regulations. This also allows customers to apply the speed, scalability, and agility of the cloud. A premises-based appliance is also available for customers who want local survivability.
+Genesys Cloud BYOC refers to the ability for customers to define SIP trunks between Genesys Cloud and third-party devices or services. Customers can establish and maintain strategic carrier relationships and manage their own business voice costs. This service also eases deployment of global offices by enabling compliance with country-by-country telephony regulations. This service also allows customers to apply the speed, scalability, and agility of the cloud. A premises-based appliance is also available for customers who want local survivability.
 BYOC is available in two distinct offerings, named according to where the connection terminates against Genesys Cloud:
 BYOC Cloud: Customers can define SIP trunks between the Genesys Cloud cloud-based Edge & Media Tier and third-party systems over the public Internet.
@@ Line 98: / Line 98: @@
 *Does the customer want to keep this existing carrier relationship or port services to Genesys Cloud Voice?
-The first example below uses a toll-free 800 number. The number in this example can also be interchanged with the DID number. For example, any number reachable from the PSTN.
+The first example uses a toll-free 800 number. The number in this example can also be interchanged with the DID number. For example, any number reachable from the PSTN.
 Example 1
@@ Line 158: / Line 158: @@
 Using historical reports with [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ dashboards and views] gives you an accurate picture of your contact center's performance.
-|DocVersion=Ver 1.0.1
+|DocVersion=V 1.0.1
 |GeneralAssumptions=All voice calls to external participants route through a Genesys Voice solution: Genesys Cloud Voice or Bring Your Own Carrier.
 |CustomerAssumptions=There is no applicable content.

@@ Line 137: / Line 137: @@
 Keep Genesys Cloud separate from your browser and other work with the desktop app. The desktop app enables you to open Genesys Cloud automatically at startup, and then run it in the background. Download the desktop app for Windows or Mac.
-|AgentDeskRequirements=N/A
+|AgentDeskRequirements=There is no applicable content.
 |RealTimeReporting=Genesys Cloud provides real-time reporting for managers, supervisors, and agents. Real-time reporting includes contact center performance and metrics in dynamic views and dashboards. For more information about real-time reporting for your business requirements, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ About reports, views, and dashboards].
@@ Line 158: / Line 158: @@
 Using historical reports with [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ dashboards and views] gives you an accurate picture of your contact center's performance.
 |GeneralAssumptions=All voice calls to external participants route through a Genesys Voice solution: Genesys Cloud Voice or Bring Your Own Carrier.
-|CustomerAssumptions=N/A
+|CustomerAssumptions=There is no applicable content.
 |PremiseAssumptionsAdditional=For more information about how BYOC Premises is defined, see https://help.mypurecloud.com/articles/byoc-premises-solutions/ .
 |CloudAssumptionsAdditional=For a list of countries in which Genesys Cloud Voice is currently available, see https://help.mypurecloud.com/articles/purecloud-voice-global-coverage-2/ .
 BYOC Cloud is available in all regions where Genesys Cloud is available. To view BYOC Cloud requirements, see https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/ .
 }}

@@ Line 8: / Line 8: @@
 }}
 |UCOverview=While new communication channels continue to crop up, the importance of voice remains. The speed and agility of the Genesys™ Genesys Cloud™ contact center platform connects your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. The widest variety of voice services connectivity options in the industry gives customers unparalleled flexibility and choice.
-Customers can choose Genesys Cloud Voice (Genesys telecom) for VoIP, bring their own carrier with the cloud-based Bring Your Own Carrier (BYOC) option, or BYOC on-premises using a Genesys Cloud Edge appliance for local survivability. Customers can keep a carrier contract or existing PBX infrastructure, or consolidate using Genesys as a single vendor for all needs.
+Customers can choose Genesys Cloud Voice (Genesys telecom) for VoIP, use the cloud-based Bring Your Own Carrier (BYOC) option, or BYOC on-premises using a Genesys Cloud Edge appliance for local survivability. Customers can keep a carrier contract or existing PBX infrastructure, or consolidate using Genesys as a single vendor for all needs.
 Customers who choose Genesys Cloud are often attracted to the cloud technologies and microservices architecture that provide speed, stability, and agility for their business. Adopting a cloud solution for voice services is a future-proof approach—extending these same cloud benefits across a customer’s entire communications system.
 '''Genesys Cloud Voice'''
-Genesys Cloud Voice is an internet-based telephony service provided by Genesys that, when activated, provides public telephony access to Genesys Cloud services (for example, Genesys Cloud Communicate and Genesys Cloud contact center). The Genesys Cloud Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform and registered Interconnected-VoIP provider, subject to all local telecom regulation.
+Genesys Cloud Voice is an internet-based telephony service provided by Genesys that, when activated, provides public telephony access to Genesys Cloud services. (for example, Genesys Cloud Communicate and Genesys Cloud contact center). The Genesys Cloud Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform and registered Interconnected-VoIP provider, subject to all local telecom regulation.
 With Genesys Cloud Voice, customers can simplify their software and vendor management, consolidating down to one vendor and one bill. Deployment is fast with this all-cloud solution that easily scales. After enabling Genesys Cloud Voice for an organization, the administrator can purchase new phone numbers (for example, 800 numbers and DIDs) from a Genesys Cloud-provided inventory. Alternatively, they can also port existing phone numbers to the service for use with Genesys Cloud. From there, administrators can assign phone numbers to users, IVR systems, managed phones, or campaigns. Pricing is based per phone number and usage-per-minute.
@@ Line 22: / Line 22: @@
 BYOC Cloud: Customers can define SIP trunks between the Genesys Cloud cloud-based Edge & Media Tier and third-party systems over the public Internet.
 BYOC Premises: Customers can define SIP trunks between premises-based Edge hardware devices and third-party systems.
-Whether customers use BYOC in the cloud or by using a local Edge appliance, the solution enables them to create efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for various number classifications.
+Whether customers use BYOC in the cloud or a local Edge appliance, the solution enables them to create efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for various number classifications.
 |UCSummary=Genesys Cloud telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For more interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.
@@ Line 42: / Line 42: @@
 When you use Genesys Cloud Voice with a phone, it securely connects over the public Internet to the nearest available Genesys Cloud Voice region. After the phone connects to the Genesys Cloud Voice region, the phone authenticates and registers with the customer’s Genesys Cloud services. TLS encryption secures the communications between the phone and Genesys Cloud Voice service.
-For more information, see https://help.mypurecloud.com/articles/how-does-purecloud-voice-work/
+For more information, see https://help.mypurecloud.com/articles/how-does-purecloud-voice-work/.
 |BusinessImage=https://www.lucidchart.com/documents/edit/be5e832b-dc72-42b2-88be-9bd283b2b0e7/0
 |BusinessFlowDescription=#Our customer's customer calls an 800 number for sales or support assistance.
@@ Line 60: / Line 60: @@
 *Configure BYOC Cloud by means of a cloud-based PBX device or a premises-based PBX device.
-The following diagrams illustrate each of these options. For more information, see https://help.mypurecloud.com/articles/byoc-cloud-solutions/
+The following diagrams illustrate each of these options. For more information, see https://help.mypurecloud.com/articles/byoc-cloud-solutions/.
 '''A Cloud-Based Carrier Device'''
@@ Line 114: / Line 114: @@
 Example 3
-*Customer has an existing carrier relationship with Carrier ABC that owns their 800 numbers, but wants to consolidate and sees efficiencies in porting these numbers to Genesys Cloud Voice.
+*Customer has an existing carrier relationship with Carrier ABC that owns their 800 numbers. Customer wants to consolidate and sees efficiencies in porting these numbers to Genesys Cloud Voice.
 *Customer selects Genesys Cloud Voice and completes the necessary paperwork to transfer or port services from their previous carrier to Genesys Cloud Voice. For 800 numbers, this process is referred to 'resporg'. It updates the PSTN so that it knows what carrier to route the traffic to. In this example, PSTN has to be notified that the 800 number is now registered to Genesys Cloud Voice.
 |DistributionLogic=All voice calls to external participants route through a Genesys Voice Solution: Genesys Cloud Voice or Bring Your Own Carrier.
-The Number Plan / Number Assignment configuration defines all distribution logic of calls to business users or agents. Customers can assign a phone number to a user or to an IVR with ACD Routing. For more information on distribution logic after the number is routed per number assignment, please refer to Genesys Business Communications or Genesys Call Routing use cases, respectively.
+The Number Plan / Number Assignment configuration defines all distribution logic of calls to business users or agents. Customers can assign a phone number to a user or to an IVR with ACD Routing. For more information about distribution logic after routing the number per number assignment, please refer to Genesys Business Communications or Genesys Call Routing use cases.
 *Business users:  To assign a DID, see https://help.mypurecloud.com/articles/number-assignments/.
@@ Line 152: / Line 152: @@
 '''Dashboards'''
-[https://help.mypurecloud.com/articles/performance-dashboards-overview/ Performance Dashboards] allow you to monitor the real-time activity for the contact center. These include service level, ASA, and the number of customers interacting and waiting. Create dashboards to display selected metrics and performance data about your contact center. With the Metric and Chart widgets, you can select the metrics about the queues, users, wrap-up codes, flows, or flow outcomes you want to see on your dashboards.
+[https://help.mypurecloud.com/articles/performance-dashboards-overview/ Performance Dashboards] allow you to monitor the real-time activity for the contact center. These include service level, ASA, and the number of customers interacting and waiting. Display selected metrics and performance data about your contact center by creating Dashboards. With the Metric and Chart widgets, you can select the metrics about the queues, users, wrap-up codes, flows, or flow outcomes you want to see on your dashboards.
 <br />
@@ Line 158: / Line 158: @@
 Using historical reports with [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ dashboards and views] gives you an accurate picture of your contact center's performance.
 |GeneralAssumptions=All voice calls to external participants route through a Genesys Voice solution: Genesys Cloud Voice or Bring Your Own Carrier.
 |CustomerAssumptions=N/A
@@ Line 165: / Line 164: @@
 BYOC Cloud is available in all regions where Genesys Cloud is available. To view BYOC Cloud requirements, see https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/ .
 }}

@@ Line 2: / Line 2: @@
 |ID=OP04
 |Title=Genesys Voice Services
-|Offering=PureCloud
+|Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Deployment Costs

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