UseCases/Current/GenesysEngage-onpremises/EE21 - Revision history

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

2021-02-16T12:49:25Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE21 to UseCases/Current/GenesysEngage-onpremises/EE21: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:23Z

WikiSysop moved page UseCases/Current/PureEngage/EE21 to UseCases/Current/GenesysEngage-onpremises/EE21: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:12, April 16, 2020

2020-04-16T15:12:32Z

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

2020-01-20T21:07:04Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:05Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:05Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:43Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

Bgrenon: 1 revision imported

2018-08-22T18:22:54Z

1 revision imported

Bgrenon: 1 revision imported

2018-08-16T13:13:28Z

1 revision imported

New page

{{SMART UseCase
|SellableItems=No sellable items, Please reference prerequisits
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* The full use case outlined here is available in the cloud.
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* The full use case outlined here is available on premise.
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Recording IVR interactions provides a better understanding of how customers interact with it as a basis for improving customer experience.
}}{{SMART Benefits
|UCBenefitID=Reduced Penalties and Fines
|UCBenefit=Ensure compliance with operational and legal requirements by recording 100% of IVR interactions.
}}
|UCOverview=Genesys Interaction Recording is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite.

This solution enables the modern contact center to record the entire customer interaction, enabling the contact center to meet quality or regulatory compliance requirements.
|UCSummary=Delivers 100% voice recording of customer interactions within the IVR for compliance and regulatory requirements.
|CloudAssumptionsAdditional=* The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)
* The following activities are out of scope:
** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking Services, etc.
** Configuration of external storage system (such as SAN / NAS)
** Provisioning of recordings from other vendors
|PremiseAssumptionsAdditional=* The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)
* This use case supports Genesys GVP only–no 3rd-party IVRs
* Apache is the only load balancer currently supported for GIR
* GIR MCPs are not shared with GVP
|PainPoints=* Inability to record all calls reliably
* Lack of useful metadata about recorded calls
* No end-to-end recording, particularly when calls are transferred across multiple locations
* High Total Cost of Ownership (TCO) for recording
* Desire to move away from incumbent recording vendor
* Current recording solution doesn’t support SIP transformation strategy
|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
* Record 100% of the calls in your IVR and handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate calls.
* Include extensive metadata with each recorded call
* Record and stitch calls from cradle-to-grave, even across multi-site transfers
|CustomerAssumptions=* If IVR is used to collect payment information or other customer-sensitive data, then use case Genesys Selective Recording (EE30) or Genesys Compliance Recording (EE29) needs to be used as well.
* The following activities are out of scope:
** Configuration of network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking Services, etc.
** Configuration or setup of additional Load Balancer software/hardware (DNS method or other)
** Load balancing or cluster for API Servers
** Configuration of external storage system (such as SAN / NAS)
** Setup of lifecycle policy for archived files
** Installation of the standard out-of-the-box Workforce Desktop Edition
** Customization of other desktop applications to enable Dynamic Recording
** High Availability for the Apache Load Balancer
** Provisioning of recordings from other vendors
|RequiresOr=EE07, EE08
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following diagram shows the business flow of the use case:
|BusinessImage=https://www.lucidchart.com/documents/edit/43c92f08-e625-4c4b-8166-8ebef7424863/0
|BusinessFlowDescription=Customer makes a call to one of the service lines of the company.
# The call is routed to the IVR.
# An announcement is played to the customer that the call is going to be recorded.
# Genesys Interaction Recording starts the recording.
# If needed, the customer or the system transfers the call to an agent.
# Customer or IVR disconnects the call.
# Genesys Interaction Recording stops and stores the recording.
# Supervisor searches for, retrieves, and listens to a recording made by one of their agents.
# Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.
# Genesys Interaction Recording archives and purges recordings according to the rules defined in the system.
}}
|BusinessLogic=Details of the business flow described in the previous section depend on how the system is set up for your environment. This section describes the available options and how Genesys Professional Services does the initial setup for your environment.
====Metadata====
Metadata are tags that are added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data is available depends on the distribution logic implemented in your environment.
====Archiving and Purging Criteria====
Recordings can be archived and/or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers from the Genesys user interface. The corresponding policies are configured during setup. This use case provides one set of rules that are valid for all recorded calls. GIR does not manage archived files. It is the customer's responsibility to set up the lifecycle policy of these archives and purge them after the lifecycle period.
====Access Control====
Access control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. This use case includes a default set of roles that can be provided upon request.
====Pause / Resume recording====
The ability for the system to pause and resume a recording is configured as part of the VXML scripts within the IVR, based on your requirements.
|DistributionLogic=N/A
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=N/A
|RealTimeReporting=N/A
|HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording. As this is a compliance use case, the number of calls recorded per service/business line/customer segment is not relevant. The assumption is that 100% of calls are recorded.

In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
* Who accessed a recording
* Which recording
* When accessed
* Deletions
* Playback requests
* Exports
* Report exports
* Customer ID
* Interaction Type
* Reason Code
* All attached metadata
* Archive and Purging logs
|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)
*This use case supports Genesys GVP only–no 3rd-party IVRs
*Apache is the only load balancer currently supported for GIR
*GIR MCPs are not shared with GVP}}
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.0.2
}}
}}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Recording IVR interactions provides a better understanding of how customers interact with it as a basis for improving customer experience.
 }}{{SMART Benefits
@@ Line 10: / Line 7: @@
 |UCBenefit=Ensure compliance with operational and legal requirements by recording 100% of IVR interactions.
 }}
 |UCOverview=Genesys Interaction Recording is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite.
 This solution enables the modern contact center to record the entire customer interaction, enabling the contact center to meet quality or regulatory compliance requirements.
 |UCSummary=Delivers 100% voice recording of customer interactions within the IVR for compliance and regulatory requirements.
 |PainPoints=* Inability to record all calls reliably
 * Lack of useful metadata about recorded calls
@@ Line 26: / Line 21: @@
 * Include extensive metadata with each recorded call
 * Record and stitch calls from cradle-to-grave, even across multi-site transfers
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
@@ Line 59: / Line 50: @@
 ====Pause / Resume recording====
 The ability for the system to pause and resume a recording is configured as part of the VXML scripts within the IVR, based on your requirements.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 79: / Line 69: @@
 * All attached metadata
 * Archive and Purging logs
 |RequiresOr=EE07, EE08
-|Optional=
+|GeneralAssumptions=* The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)
 * This use case supports Genesys GVP only–no 3rd-party IVRs
 * Apache is the only load balancer currently supported for GIR
 * GIR MCPs are not shared with GVP
-|SMART_CloudAssumptions=
+|CustomerAssumptions=*If IVR is used to collect payment information or other customer-sensitive data, then use case Genesys Selective Recording (EE30) or Genesys Compliance Recording (EE29) needs to be used as well.
-|CloudAssumptionsAdditional=* The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)
+*The following activities are out of scope:
-* The following activities are out of scope:
+**Configuration of network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking Services, etc.
-** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking Services, etc.
+**Configuration or setup of additional Load Balancer software/hardware (DNS method or other)
-** Configuration of external storage system (such as SAN / NAS)
+**Load balancing or cluster for API Servers
-** Provisioning of recordings from other vendors
+**Configuration of external storage system (such as SAN / NAS)
-|SMART_HybridAssumptions=
+**Setup of lifecycle policy for archived files
-|Requires=
+**Installation of the standard out-of-the-box Workforce Desktop Edition
-|Conditions=
+**Customization of other desktop applications to enable Dynamic Recording
 |DocVersion=v 1.0.2
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*The Record IVR Interactions – Base package supports 100% of voice recording at the IVR Extension level only (no other recording methods)

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