UseCases/Current/GenesysCloud/OP07 - Revision history

Shlandy93: UCC: Updated screenshots

2024-11-26T14:08:58Z

UCC: Updated screenshots

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

2021-11-09T21:27:53Z

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

Shane.landy@genesys.com: USC: Added maturity level

2021-05-12T12:29:38Z

USC: Added maturity level

Shane.landy@genesys.com at 11:13, May 12, 2021

2021-05-12T11:13:04Z

Shane.landy@genesys.com: UCC: Added Product Doc Links

2021-05-12T10:35:22Z

UCC: Added Product Doc Links

Shane.landy@genesys.com at 09:52, May 12, 2021

2021-05-12T09:52:02Z

Shane.landy@genesys.com at 16:33, May 11, 2021

2021-05-11T16:33:32Z

Shane.landy@genesys.com: Created page with "{{SMART UseCase |ID=OP07 |Title=Genesys Unified Communications |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Customer Experience |UCBenefit=Mak..."

2021-05-11T16:29:08Z

Created page with "{{SMART UseCase |ID=OP07 |Title=Genesys Unified Communications |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Customer Experience |UCBenefit=Mak..."

New page

{{SMART UseCase
|ID=OP07
|Title=Genesys Unified Communications
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Makes it easy for contact center agents to collaborate and communicate with subject matter experts across the company in real-time to help address customer inquiries more efficiently.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Productivity
|UCBenefit=Reduces the friction in the agent experience while helping them to be more efficient, engaged, and productive.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Improve first contact resolution, drive personalized experiences, and build customer loyalty by empowering agents with the expertise of the entire organization.
}}
|UCOverview=You can benefit from the productivity and communication capabilities of Genesys Cloud and collaboration tools such as Microsoft Teams and Zoom that make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and resolve issues within the first customer contact. Benefit from the flexibility of the Genesys Cloud™ platform and the productivity and supported communication capabilities. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences.

Agents use the integrated directory, search, and presence features to find a subject matter expert, determine availability and collaborate in real time with a single click. A single communication and collaboration interface for agents puts an end to switching between systems. Real-time access to experts gives them the ability to resolve issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls.
|UCSummary=Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud routing and artificial intelligence capabilities — with a single point of control.

<br />
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow='''MS Teams (Calling Plans) + Genesys Cloud PCV + MS Teams (Cloud) w/ Cloud SBC'''
|BusinessImage=111bf9f8-5b1c-419e-86d7-ebb0c73356ae
|BusinessFlowDescription===='''Genesys Cloud BYOC-Cloud + MS Teams (Cloud)'''===
'''''Use Case: Genesys Cloud inbound call transfer to MS Teams Remote User'''''

*Inbound call from PSTN to Genesys Cloud IVR
*Genesys Cloud IVR flow initiates call transfer to MS Teams Phone System (Cloud) User DID
*Genesys Cloud Dial Plan routes call through Genesys Cloud BYOC-Cloud Trunk to MS Teams Phone System (Cloud)
*MS Teams Phone System (Cloud) initiates call transfer to MS Teams Remote User
*MS Teams Phone System (Cloud) routes call through MS Teams Phone Trunk to MS Teams Remote User

'''''MS Teams Remote User warm transfer* call to Genesys Cloud User'''''

*MS Teams Remote User initiates warm transfer to Genesys Cloud User DID
*MS Teams Phone System (Cloud) initiates call through MS Teams Direct Routing Trunk to Genesys Cloud
*MS Teams ‘Dial Plan’ routes call through MS Teams Direct Routing Trunk to Genesys Cloud
*Genesys Cloud initiates call transfer to Genesys Cloud User
*Genesys Cloud routes call through Genesys Cloud Phone Trunk to Genesys Cloud User
*MS Teams user disconnects from call
}}{{SMART BusinessImageFlow
|BusinessFlow='''Genesys Cloud BYOC-Cloud Carrier + Zoom Phone Carrier and PBX'''
|BusinessImage=3630a90f-1395-4ba7-9050-36b30f89564e
|BusinessFlowDescription=<br />
==='''Genesys Cloud BYOC-Cloud + Zoom Phone'''===
'''''Use Case: Zoom Phone inbound call transfer to Genesys Cloud IVR'''''

*Inbound call from PSTN to Zoom Phone IVR
*Zoom Phone Integration initiates call transfer to Genesys Cloud
*Zoom Phone routes call through Genesys Cloud BYOC-Cloud Trunk to Genesys Cloud IVR
*PSTN caller hears Genesys Cloud IVR and selects from available options
*Genesys Cloud IVR routes call to correct entity (user, group, queue, etc.)

'''''Genesys Cloud User warm transfers* call to Zoom Phone User'''''

*Genesys Cloud User initiates warm transfer to Zoom Phone User
*Genesys Cloud initiates call Genesys Cloud BYOC-Cloud Trunk to Zoom Phone
*Genesys Cloud ‘Dial Plan’ routes call through Genesys Cloud BYOC-Cloud trunk to Zoom Phone
*Zoom Phone initiates call transfer to Zoom Phone User
*Zoom Phone routes call through Zoom Phone Trunk to Zoom Phone User
*Genesys Cloud User disconnects from call
}}
|AgentDeskRequirements=Agents handling voice interactions are able to see a new 'tab' associated with the UC integration (Teams, Zoom, other). Within this tab, UC integration users' presence from external platform is shown and telephone number associated with external platform is used when transferring calls:

[[File:MS Teams Integration Call Transfer Tab.png]]
|RealTimeReporting=N/A
|HistoricalReporting=UC Integrations utilize Genesys Cloud's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion.
|RequiresAll=OP04
|GeneralAssumptions=SIP connectivity between Genesys Cloud and the external platform via either BYOC-Cloud or BYOC-Premises.
|CustomerAssumptions=Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud organization. Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider.
|DocVersion=v 1.0.0
|RelatedDocs={{TSSection
|relatedarticles=[https://help.mypurecloud.com/articles/about-the-microsoft-teams-integration/ About the Microsoft Teams integration]
}}
}}

@@ Line 17: / Line 17: @@
 Agents use the integrated directory, search, and presence features to find a subject matter expert, determine availability and collaborate in real time with a single click. A single communication and collaboration interface for agents puts an end to switching between systems.  Real-time access to experts gives them the ability to resolve issues within the first contact.  Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls.
 |UCSummary=Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud CX routing and artificial intelligence capabilities — with a single point of control.
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 71: / Line 70: @@
 https://help.mypurecloud.com/articles/about-the-zoom-phone-integration/
-[[File:MS Teams Integration Call Transfer Tab.png]]
+[[File:UCC 1.png]]
 |RealTimeReporting=N/A
 |HistoricalReporting=UC Integrations utilize Genesys Cloud CX's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion.
-|RequiresAll=OP04
+|DocVersion=1.0.1
 |GeneralAssumptions=SIP connectivity between Genesys Cloud CX and the external platform via either BYOC-Cloud or BYOC-Premises.
 |CustomerAssumptions=Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud CX organization.  Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider.
-|DocVersion=1.0.0
+|RequiresAll=OP04
 }}

@@ Line 13: / Line 13: @@
 |UCBenefit=Improve first contact resolution, drive personalized experiences, and build customer loyalty by empowering agents with the expertise of the entire organization.
 }}
-|UCOverview=You can benefit from the productivity and communication capabilities of Genesys Cloud and collaboration tools such as Microsoft Teams and Zoom that make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and resolve issues within the first customer contact.  Benefit from the flexibility of the Genesys Cloud™ platform and the productivity and supported communication capabilities. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences.
+|UCOverview=You can benefit from the productivity and communication capabilities of Genesys Cloud CX and collaboration tools such as Microsoft Teams and Zoom that make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and resolve issues within the first customer contact.  Benefit from the flexibility of the Genesys Cloud CX™ platform and the productivity and supported communication capabilities. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences.
 Agents use the integrated directory, search, and presence features to find a subject matter expert, determine availability and collaborate in real time with a single click. A single communication and collaboration interface for agents puts an end to switching between systems.  Real-time access to experts gives them the ability to resolve issues within the first contact.  Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls.
-|UCSummary=Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud routing and artificial intelligence capabilities — with a single point of control.
+|UCSummary=Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud CX routing and artificial intelligence capabilities — with a single point of control.
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow='''MS Teams (Calling Plans) + Genesys Cloud PCV + MS Teams (Cloud) w/ Cloud SBC'''
+|BusinessFlow='''MS Teams (Calling Plans) + Genesys Cloud CX PCV + MS Teams (Cloud) w/ Cloud SBC'''
 |BusinessImage=111bf9f8-5b1c-419e-86d7-ebb0c73356ae
-|BusinessFlowDescription===='''Genesys Cloud BYOC-Cloud + MS Teams (Cloud)'''===
+|BusinessFlowDescription===='''Genesys Cloud CX BYOC-Cloud + MS Teams (Cloud)'''===
-'''''Use Case: Genesys Cloud inbound call transfer to MS Teams Remote User'''''
+'''''Use Case: Genesys Cloud CX inbound call transfer to MS Teams Remote User'''''
-*Inbound call from PSTN to Genesys Cloud IVR
+*Inbound call from PSTN to Genesys Cloud CX IVR
-*Genesys Cloud IVR flow initiates call transfer to MS Teams Phone System (Cloud) User DID
+*Genesys Cloud CX IVR flow initiates call transfer to MS Teams Phone System (Cloud) User DID
-*Genesys Cloud Dial Plan routes call through Genesys Cloud BYOC-Cloud Trunk to MS Teams Phone System (Cloud)
+*Genesys Cloud CX Dial Plan routes call through Genesys Cloud CX BYOC-Cloud Trunk to MS Teams Phone System (Cloud)
 *MS Teams Phone System (Cloud) initiates call transfer to MS Teams Remote User
 *MS Teams Phone System (Cloud) routes call through MS Teams Phone Trunk to MS Teams Remote User
@@ Line 33: / Line 33: @@
-'''''MS Teams Remote User warm transfer* call to Genesys Cloud User'''''
+'''''MS Teams Remote User warm transfer* call to Genesys Cloud CX User'''''
-*MS Teams Remote User initiates warm transfer to Genesys Cloud User DID
+*MS Teams Remote User initiates warm transfer to Genesys Cloud CX User DID
-*MS Teams Phone System (Cloud) initiates call through MS Teams Direct Routing Trunk to Genesys Cloud
+*MS Teams Phone System (Cloud) initiates call through MS Teams Direct Routing Trunk to Genesys Cloud CX
-*MS Teams ‘Dial Plan’ routes call through MS Teams Direct Routing Trunk to Genesys Cloud
+*MS Teams ‘Dial Plan’ routes call through MS Teams Direct Routing Trunk to Genesys Cloud CX
-*Genesys Cloud initiates call transfer to Genesys Cloud User
+*Genesys Cloud CX initiates call transfer to Genesys Cloud CX User
-*Genesys Cloud routes call through Genesys Cloud Phone Trunk to Genesys Cloud User
+*Genesys Cloud CX routes call through Genesys Cloud CX Phone Trunk to Genesys Cloud CX User
 *MS Teams user disconnects from call
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Genesys Cloud BYOC-Cloud Carrier + Zoom Phone Carrier and PBX'''
+|BusinessFlow='''Genesys Cloud CX BYOC-Cloud Carrier + Zoom Phone Carrier and PBX'''
 |BusinessImage=3630a90f-1395-4ba7-9050-36b30f89564e
 |BusinessFlowDescription=<br />
-==='''Genesys Cloud BYOC-Cloud + Zoom Phone'''===
+==='''Genesys Cloud CX BYOC-Cloud + Zoom Phone'''===
-'''''Use Case: Zoom Phone inbound call transfer to Genesys Cloud IVR'''''
+'''''Use Case: Zoom Phone inbound call transfer to Genesys Cloud CX IVR'''''
 *Inbound call from PSTN to Zoom Phone IVR
-*Zoom Phone Integration initiates call transfer to Genesys Cloud
+*Zoom Phone Integration initiates call transfer to Genesys Cloud CX
-*Zoom Phone routes call through Genesys Cloud BYOC-Cloud Trunk to Genesys Cloud IVR
+*Zoom Phone routes call through Genesys Cloud CX BYOC-Cloud Trunk to Genesys Cloud CX IVR
-*PSTN caller hears Genesys Cloud IVR and selects from available options
+*PSTN caller hears Genesys Cloud CX IVR and selects from available options
-*Genesys Cloud IVR routes call to correct entity (user, group, queue, etc.)
+*Genesys Cloud CX IVR routes call to correct entity (user, group, queue, etc.)
-'''''Genesys Cloud User warm transfers* call to Zoom Phone User'''''
+'''''Genesys Cloud CX User warm transfers* call to Zoom Phone User'''''
-*Genesys Cloud User initiates warm transfer to Zoom Phone User
+*Genesys Cloud CX User initiates warm transfer to Zoom Phone User
-*Genesys Cloud initiates call Genesys Cloud BYOC-Cloud Trunk to Zoom Phone
+*Genesys Cloud CX initiates call Genesys Cloud CX BYOC-Cloud Trunk to Zoom Phone
-*Genesys Cloud ‘Dial Plan’ routes call through Genesys Cloud BYOC-Cloud trunk to Zoom Phone
+*Genesys Cloud CX ‘Dial Plan’ routes call through Genesys Cloud CX BYOC-Cloud trunk to Zoom Phone
 *Zoom Phone initiates call transfer to Zoom Phone User
 *Zoom Phone routes call through Zoom Phone Trunk to Zoom Phone User
-*Genesys Cloud User disconnects from call
+*Genesys Cloud CX User disconnects from call
 }}
 |AgentDeskRequirements=Agents handling voice interactions are able to see a new 'tab' associated with the UC integration (Teams, Zoom, other).  Within this tab, UC integration users' presence from external platform is shown and telephone number associated with external platform is used when transferring calls. Please also see the below links for more information on MS Teams integration and Zoom Phone integration:
@@ Line 73: / Line 73: @@
 [[File:MS Teams Integration Call Transfer Tab.png]]
 |RealTimeReporting=N/A
-|HistoricalReporting=UC Integrations utilize Genesys Cloud's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion.
+|HistoricalReporting=UC Integrations utilize Genesys Cloud CX's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion.
 |RequiresAll=OP04
-|GeneralAssumptions=SIP connectivity between Genesys Cloud and the external platform via either BYOC-Cloud or BYOC-Premises.
+|GeneralAssumptions=SIP connectivity between Genesys Cloud CX and the external platform via either BYOC-Cloud or BYOC-Premises.
-|CustomerAssumptions=Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud organization.  Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider.
+|CustomerAssumptions=Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud CX organization.  Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider.
 |DocVersion=1.0.0
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |ID=OP07
-|Title=Genesys Unified Communications
+|Title=Genesys UCC Third-Party Integration
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits