UseCases/Current/GenesysEngage-onpremises/EE29 - Revision history

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

2021-02-16T12:51:42Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE29 to UseCases/Current/GenesysEngage-onpremises/EE29: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:09Z

WikiSysop moved page UseCases/Current/PureEngage/EE29 to UseCases/Current/GenesysEngage-onpremises/EE29: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:17, April 16, 2020

2020-04-16T15:17:42Z

Shlandy93 at 12:29, March 31, 2020

2020-03-31T12:29:43Z

Shlandy93 at 18:49, March 10, 2020

2020-03-10T18:49:01Z

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

2020-01-20T22:23:38Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:07Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:07Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:45Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Provides consumer protection, trust and transparency.
 }}{{SMART Benefits
@@ Line 10: / Line 7: @@
 |UCBenefit=Recording 100% of calls with no lost calls reduces compliance risk and penalties.
 }}
 |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 and/or regulatory compliance requirements.
 |UCSummary=This use case provides 100% voice recording of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications, and long-term storage.
 |DesiredState=* Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 61: / Line 50: @@
 ====Health and Alarming====
 Log level alarming is present for the critical components within GIR. MCP utilizes the SNMP MA for trap capture and upstream messaging.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 82: / Line 70: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=N/A
 |RequiresOr=EE07, EE08
-|Optional=
+|GeneralAssumptions=* The Record Interactions – Base package supports 100% voice recording at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.
 * GIR MCPs will not be shared with GVP.
@@ Line 102: / Line 84: @@
 ** High Availability for the Apache load balancer
 ** Provisioning of recordings from other vendors
 |DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The Record Interactions – Base package supports 100% voice recording at the DN level only (no other recording methods).

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Provides consumer protection, trust and transparency.
 }}{{SMART Benefits
@@ Line 7: / Line 10: @@
 |UCBenefit=Recording 100% of calls with no lost calls reduces compliance risk and penalties.
 }}
 |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 and/or regulatory compliance requirements.
 |UCSummary=This use case provides 100% voice recording of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications, and long-term storage.
 |DesiredState=* Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 50: / Line 61: @@
 ====Health and Alarming====
 Log level alarming is present for the critical components within GIR. MCP utilizes the SNMP MA for trap capture and upstream messaging.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 70: / Line 82: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=N/A
 |RequiresOr=EE07, EE08
 |PremiseAssumptionsAdditional=* The Record Interactions – Base package supports 100% voice recording at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.
@@ Line 84: / Line 102: @@
 ** High Availability for the Apache load balancer
 ** Provisioning of recordings from other vendors
 |CloudAssumptionsAdditional=This use case is available in the cloud
 |DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The Record Interactions – Base package supports 100% voice recording at the DN level only (no other recording methods).

@@ Line 13: / Line 13: @@
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Validated GIR Setup following 100% recording smart cases EE7/8/21
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/e217ed88-16bb-4028-a192-df0bc7d687e9/0

@@ Line 10: / Line 10: @@
 This solution enables the modern contact center to record the entire customer interaction, enabling the contact center to meet quality and/or regulatory compliance requirements.
 |UCSummary=This use case provides 100% voice recording of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications, and long-term storage.
-|PainPoints=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.</span>
+|DesiredState=* Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits

@@ Line 86: / Line 86: @@
 ** Provisioning of recordings from other vendors
 |CloudAssumptionsAdditional=This use case is available in the cloud
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The Record Interactions – Base package supports 100% voice recording at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.

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