UseCases/Current/GenesysEngage-onpremises/EE25 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T16:19:55Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:53Z

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

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

2021-11-09T20:28:57Z

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

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

2021-02-25T17:40:28Z

UCC: Moved platform assumptions under general assumptions

Shane.landy@genesys.com: UCC: Updated benefits

2021-01-22T12:34:10Z

UCC: Updated benefits

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

2020-07-15T12:03:21Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE25 to UseCases/Current/GenesysEngage-onpremises/EE25: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:46Z

WikiSysop moved page UseCases/Current/PureEngage/EE25 to UseCases/Current/GenesysEngage-onpremises/EE25: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-07-15T11:27:53Z

Text replacement - "PureEngage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

2020-07-15T11:27:01Z

Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

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

2020-01-20T20:50:32Z

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

@@ Line 4: / Line 4: @@
 |UCBenefit=Measuring agent-level compliance with company and legal requirements reduces systematic risk of compliance failures and associated costs.
 }}
-|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
+|UCIntro=This use case also supports PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
 |UCOverview=Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction.
@@ Line 50: / Line 50: @@
 * Confirmation from customers
 |DistributionLogic=N/A
 |AgentDeskRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration.
@@ Line 60: / Line 57: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the [https://docs.genesys.com/Special:Repository/8.5.5%20SpeechMiner%20User%20Manual.pdf?id=87707030-0b26-4986-a2f9-f7e276db2a17 User Manual].
-|RequiresAll=EE22
+|DocVersion=v 1.1.4
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech and Text Analytics'''
@@ Line 74: / Line 71: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
-|DocVersion=v 1.1.3
+|RequiresAll=EE22
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Multicloud CX customers from Q2 2018 for customers using Genesys Interaction Recording.

@@ Line 4: / Line 4: @@
 |UCBenefit=Measuring agent-level compliance with company and legal requirements reduces systematic risk of compliance failures and associated costs.
 }}
-|UCIntro=This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
 |UCOverview=Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction.

@@ Line 75: / Line 75: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
 |DocVersion=v 1.1.3
-|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
+|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Multicloud CX customers from Q2 2018 for customers using Genesys Interaction Recording.
-Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
+Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Multicloud CX.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCIntro=This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
 |UCOverview=Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction.
 Using Interaction Analytics provides the ability to monitor 100% of interactions, check for the occurrence or non-occurence of specific words and phrases related to a range of legal and regulatory compliance obligations, and prove the level of compliance with these obligations. This is impossible to do with sampling of recordings.
 |UCSummary=Provide comprehensive monitoring and validation of compliance with legal, regulatory and organization obligations and both individual agent and overall organizational levels to reduce risk of compliance failures, ligitation, financial impacts, and damage to organization reputation or brand.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
@@ Line 60: / Line 60: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the [https://docs.genesys.com/Special:Repository/8.5.5%20SpeechMiner%20User%20Manual.pdf?id=87707030-0b26-4986-a2f9-f7e276db2a17 User Manual].
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech and Text Analytics'''
@@ Line 73: / Line 74: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
 |DocVersion=v 1.1.3
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Penalties and Fines
 |UCBenefit=Measuring agent-level compliance with company and legal requirements reduces systematic risk of compliance failures and associated costs.
 }}
 |UCSummary=Provide comprehensive monitoring and validation of compliance with legal, regulatory and organization obligations and both individual agent and overall organizational levels to reduce risk of compliance failures, ligitation, financial impacts, and damage to organization reputation or brand.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduces reputation risk associated with instances of non-compliance with legal, regulatory or best practice behaviour.
 }}
-|UCIntro=This use case supports PureEngage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
 |UCOverview=Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction.

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

@@ Line 78: / Line 78: @@
 |RequiresAll=EE22
 |PremiseAssumptionsAdditional=The use case is fully supported for Genesys Engage on-premises deployment.
-|CloudAssumptionsAdditional=Use in conjunction with 3rd-party recording solutions is NOT supported for PureEngage Cloud.
+|CloudAssumptionsAdditional=Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.
@@ Line 86: / Line 86: @@
 Text analytics is not yet available in Cloud,except for PureConnect Cloud customers.
 |DocVersion=v 1.1.3
-|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for PureEngage Cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
+|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
-Use in conjunction with 3rd-party recording solutions is NOT supported for PureEngage Cloud.
+Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.