UseCases/Current/GenesysEngage-onpremises/CE07 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T12:08:33Z

UCC: Removed references to Multicloud CX

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T12:54:07Z

UCC: Updated Agent Desktop to Agent Workspace

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:16:59Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

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

2021-11-09T21:11:37Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:06:58Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-11-09T20:29:24Z

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

Shane.landy@genesys.com: UCC: Added Video

2021-03-19T18:20:36Z

UCC: Added Video

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

2021-02-16T11:50:07Z

UCC: Updated benefits to align with calculators

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

2020-12-01T12:50:03Z

UCC: Updated benefits to align with calculators

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

2020-07-15T12:04:01Z

Text replacement - "PureEngage" to "Genesys Engage"

@@ Line 63: / Line 63: @@
 #Genesys plays a prompt that confirms the validation or informs the customer of the failure.
 #A configuration parameter determines where the caller should be routed to next. The possible options are listed below. However, these are outside the scope of the ID&V use case:
-#*Agent assisted service - the result of the identification and verification will be displayed to the agent making both the customer and agent experience better. This functionality requires implementation of the use case {{Link-SomewhereInThisProduct|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=CE02|context product=|context version=|context manual=|display text=Genesys Personalized Routing (CE02) for Genesys Multicloud CX}}
+#*Agent assisted service - the result of the identification and verification will be displayed to the agent making both the customer and agent experience better. This functionality requires implementation of the use case {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=CE02|display text=Genesys Personalized Routing (CE02) for Genesys Engage on-premises}}.
 #*Self service IVR such as transfer funds, make a payment.
 #*Progressive ID&V could occur before self-service depending on the type of interaction.  This option would be defined in a separate self-service module outside the scope of this use case.
@@ Line 114: / Line 114: @@
 * GUI Actions
 * Inbound SMS
 |GeneralAssumptions=The use case is supported for Cloud, Premise and Platform as a Service (IVR PaaS) .
-For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.
+For IVR PaaS, Genesys Intelligent Automation is deployed on premise.
 *To support PCI or similar compliance, on-premises environments must be architected and configured accordingly
@@ Line 140: / Line 141: @@
 |relatedarticles=*[https://docs.genesys.com/Documentation/IW/latest/Help/Welcome Workspace Desktop Edition Help]
 }}
 }}

@@ Line 132: / Line 132: @@
 |Video=526149198
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop enables agents to handle interactions, view Case Data, and transfer calls.
+|description=Agent Workspace enables agents to handle interactions, view Case Data, and transfer calls.
-|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop v9]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Workspace v9]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition

← Older revision		Revision as of 21:16, November 9, 2021
Line 117:		Line 117:


−	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in ~~Gxxx Exxx~~ on-premises or Genesys Multicloud CX.	+	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.

	*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly		*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly

@@ Line 63: / Line 63: @@
 #Genesys plays a prompt that confirms the validation or informs the customer of the failure.
 #A configuration parameter determines where the caller should be routed to next. The possible options are listed below. However, these are outside the scope of the ID&V use case:
-#*Agent assisted service - the result of the identification and verification will be displayed to the agent making both the customer and agent experience better. This functionality requires implementation of the use case {{Link-SomewhereInThisProduct|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=CE02|context product=|context version=|context manual=|display text=Genesys Personalized Routing (CE02) for Genesys Engage}}
+#*Agent assisted service - the result of the identification and verification will be displayed to the agent making both the customer and agent experience better. This functionality requires implementation of the use case {{Link-SomewhereInThisProduct|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=CE02|context product=|context version=|context manual=|display text=Genesys Personalized Routing (CE02) for Genesys Multicloud CX}}
 #*Self service IVR such as transfer funds, make a payment.
 #*Progressive ID&V could occur before self-service depending on the type of interaction.  This option would be defined in a separate self-service module outside the scope of this use case.

← Older revision		Revision as of 21:06, November 9, 2021
Line 117:		Line 117:


−	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in ~~Genesys Engage~~ on-premises or Genesys Multicloud CX.	+	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Gxxx Exxx on-premises or Genesys Multicloud CX.

	*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly		*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly

← Older revision		Revision as of 20:29, November 9, 2021
Line 117:		Line 117:


−	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys ~~Engage cloud~~. Agents can be enabled in Genesys Engage on-premises or Genesys ~~Engage cloud~~.	+	For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.

	*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly		*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly

@@ Line 4: / Line 4: @@
 |UCBenefit=Automated identification and verification in the IVR reduces agent handling time.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Passing identification and verification from IVR to the agent improves the customer experience.
 }}{{SMART Benefits
@@ Line 114: / Line 114: @@
 * GUI Actions
 * Inbound SMS
-|DocVersion=v 1.1.3
+|Optional=CE02
 |GeneralAssumptions=The use case is supported for Cloud, Premise and Platform as a Service (IVR PaaS) .
 For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Engage cloud. Agents can be enabled in Genesys Engage on-premises or Genesys Engage cloud.
 |CustomerAssumptions=*The company has a database that can be used to identify the customer. This database must provide the appropriate web services
 *The company provides access to an application to validate the customer identity
@@ Line 126: / Line 130: @@
 ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
-|Optional=CE02
+|DocVersion=v 1.1.3
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 10: / Line 7: @@
 |UCBenefit=Passing identification and verification from IVR to the agent improves the customer experience.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Containment Rate
-|UCBenefit=Automated identification and verification in the IVR allows customers to use self-service processes that reduce agent call volumes.
+|UCBenefit=Reduce agent handled inbound call volume by improving containment rate through a robust and flexible solution
 }}
 |UCOverview=In most IVR applications, customers call into companies, such as their credit card company, bank, or cable company, and must manually identify themselves. If the call goes to an agent, customers normally need to identify themselves again to the agent. This is frustrating and time consuming for callers. IVR systems can and should contain self-service to identify the customer automatically based on their caller ID, and this information should then be used throughout the call flow for progressive identification and verification (ID&V), passed as context to a visual session or passed to an agent. This makes customers feel that they want to do business with the company, as their identity is proactively recognized and maintained. For example, as soon as the call connects, a data dip should be completed to identify the customer based on their caller ID. The IVR application can then configure logic to greet the caller by name, skip identification for new self-services within the same call, or skip identification or verification if they move to a visual IVR.
 |UCSummary=The IVR system proactively identifies the caller at the beginning of the call. The IVR then asks the caller to identify themselves by entering information to verify their identity. Depending on the business logic configured in the Control Center, the system routes the caller to self-service in the IVR, a main menu, or an agent. If the customer needs to go through another self-service option, the customer's ID&V status persists. This ID&V status also persists if they transfer to a visual IVR and continue their journey there. Finally, if the caller transfers from the IVR to an agent, the system displays the data captured by the IVR to the agent, providing a better experience for both the caller and agent.
 |PainPoints=* Increasing competitive pressure
 * High customer churn
@@ Line 36: / Line 34: @@
 <br />
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Genesys Voice Platform (incl add'l capability), Genesys Voice Platform (incl add'l capability) - HA (Optional), Intelligent Automation Omnichannel Self-Service, Intelligent Automation Omnichannel Self-Service - HA (Optional), Genesys Infomart (Optional), Genesys Infomart - HA (Optional), Genesys Interactive Insights (Optional), SIP Interaction, SIP Interaction HA (optional), SIP Business Continuity (Optional), Interaction Workspace (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Requires GVP and Designer
@@ Line 46: / Line 41: @@
 * Client provides access to application to validate customer identity
 * Requires TTS for customer name playback (if in scope)
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Requires GVP and Genesys Intelligent Automation
@@ Line 85: / Line 79: @@
 ====General: Voice Prompts====
 The customer can flexibly change all voice prompts within this flow.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 121: / Line 114: @@
 * GUI Actions
 * Inbound SMS
 |GeneralAssumptions=The use case is supported for Cloud, Premise and Platform as a Service (IVR PaaS) .
 For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Engage cloud. Agents can be enabled in Genesys Engage on-premises or Genesys Engage cloud.
-|CustomerAssumptions=* The company has a database that can be used to identify the customer. This database must provide the appropriate web services
+|CustomerAssumptions=*The company has a database that can be used to identify the customer. This database must provide the appropriate web services
-* The company provides access to an application to validate the customer identity
+*The company provides access to an application to validate the customer identity
-* Company must have a unique identifier for their customers
+*Company must have a unique identifier for their customers
-* Complex alphanumeric inputs (for example, check digits) may require custom grammar development - available as optional add-on.
+*Complex alphanumeric inputs (for example, check digits) may require custom grammar development - available as optional add-on.
 ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
 |Optional=CE02
-|Exceptions=
+|PremiseAssumptionsAdditional=*To support PCI or similar compliance, on-premises environments must be architected and configured accordingly
-|SMART_PremiseAssumptions=
+*Genesys Intelligent Automation is a required sellable item.
-|PremiseAssumptionsAdditional=* To support PCI or similar compliance, on-premises environments must be architected and configured accordingly
+*As an additional add-on, ASR can be used for the numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
-* Genesys Intelligent Automation is a required sellable item.
+|CloudAssumptionsAdditional=*Cloud ID&V is authored with Designer
-* As an additional add-on, ASR can be used for the numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
+*Company has a database that can be used to identify the customer. This database must provide the appropriate web services and must be web accessible
-|SMART_CloudAssumptions=
+*Company provides access to an application to validate the customer identity
-|CloudAssumptionsAdditional=* Cloud ID&V is authored with Designer
+*Company must have a unique identifier for their customers
-* Company has a database that can be used to identify the customer. This database must provide the appropriate web services and must be web accessible
+*User input must be numeric in the basic version of this use case. Alphanumeric inputs require Automatic Speech Recognition (ASR) with complex custom grammar creation and is available as an optional add-on.
-* Company provides access to an application to validate the customer identity
+*To support PCI or similar compliance, premise environments must be architected and configured accordingly (cloud environments are PCI compliant and have other certifications, Intelligent Automation Omnichannel Self-Service is PA-DSS compliant for voice)
-* Company must have a unique identifier for their customers
+*As an additional add-on, ASR can be used for the numeric input (see above) and for the phrase "I don't have it" (and s
-* User input must be numeric in the basic version of this use case. Alphanumeric inputs require Automatic Speech Recognition (ASR) with complex custom grammar creation and is available as an optional add-on.
+|RelatedDocs={{TSSection
-* To support PCI or similar compliance, premise environments must be architected and configured accordingly (cloud environments are PCI compliant and have other certifications, Intelligent Automation Omnichannel Self-Service is PA-DSS compliant for voice)
+|sectionheading=Agent Desktop
-* As an additional add-on, ASR can be used for the numeric input (see above) and for the phrase "I don't have it" (and s
+|description=Agent Desktop enables agents to handle interactions, view Case Data, and transfer calls.
-|SMART_HybridAssumptions=
+|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop v9]
-|Requires=
+}}{{TSSection
-|Conditions=
+|sectionheading=Workspace Desktop Edition
-|DocVersion=v 1.1.2
+|description=Workspace enables agents to handle interactions, view Case Data, and transfer calls.
 }}