UseCases/Current/PureConnect/CE08 - Revision history

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

2021-02-16T13:37:21Z

UCC: Updated benefits to align with calculators

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

2020-12-01T13:04:42Z

UCC: Updated benefits to align with calculators

Shlandy93 at 12:29, August 11, 2020

2020-08-11T12:29:17Z

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

2020-01-20T23:05:51Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:16Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:16Z

Published

Shlandy93 at 16:37, November 1, 2018

2018-11-01T16:37:05Z

Shlandy93 at 16:36, November 1, 2018

2018-11-01T16:36:07Z

Shlandy93 at 16:35, November 1, 2018

2018-11-01T16:35:34Z

Shlandy93 at 16:34, November 1, 2018

2018-11-01T16:34:29Z

@@ Line 10: / Line 10: @@
 |UCBenefit=Reduce fraud related penalties by using a PA-DSS certified application
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offer customers the option of agent-assisted or fully automated phone payments.
 }}{{SMART Benefits
@@ Line 111: / Line 111: @@
 * Number of times a caller hung up within the payment application
 * Average duration of task per outcome
 |RequiresAll=CE07
 |Optional=CE01, CE02
-|PremiseAssumptionsAdditional=*The integration between Genesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later between Genesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
+|GeneralAssumptions=*The integration between Genesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later between Genesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
 *Certification of the full PCI environment is outside the scope of this use case.
 *Audio prompts:
@@ Line 125: / Line 124: @@
 Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server, Certification of the full PCI environment is outside the scope of this use case, Customer will provide access to XML/HTTP(S) interface for integration to Payment Gateway
-|CloudAssumptionsAdditional=*Payment Gateway Integration occurs via http(s) post web-service.
-*PCI compliancy is handled in Cloud.
+* Payment Gateway Integration occurs via http(s) post web-service.
-*Use case may use DTMF or ASR.
+* PCI compliancy is handled in Cloud.
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The integration betweenGenesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later betweenGenesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
 * Certification of the full PCI environment is outside the scope of this use case.

@@ Line 9: / Line 9: @@
 |UCBenefitID=Reduced Penalties and Fines
 |UCBenefit=Reduce fraud related penalties by using a PA-DSS certified application
 }}
 |UCOverview=This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode.
@@ Line 105: / Line 111: @@
 * Number of times a caller hung up within the payment application
 * Average duration of task per outcome
 |RequiresAll=CE07
 |Optional=CE01, CE02
-|PremiseAssumptionsAdditional=* The integration between Genesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later between Genesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
+|PremiseAssumptionsAdditional=*The integration between Genesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later between Genesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
-* Certification of the full PCI environment is outside the scope of this use case.
+*Certification of the full PCI environment is outside the scope of this use case.
-* Audio prompts:
+*Audio prompts:
-** Genesys recommends that pre-recorded prompt recordings be used for any dynamic playback of information such as payment amounts, or order numbers, as this provides a higher quality caller experience than using text-to-speech.
+**Genesys recommends that pre-recorded prompt recordings be used for any dynamic playback of information such as payment amounts, or order numbers, as this provides a higher quality caller experience than using text-to-speech.
-** Sellable item Concatenated Prompts Recordings is the preferred option.
+**Sellable item Concatenated Prompts Recordings is the preferred option.
-** TTS is optional for playback of prompts.
+**TTS is optional for playback of prompts.
-* Input modes:
+*Input modes:
-** If the agent initiates payment capture by conferencing the customer with the IVR, customer inputs areDTMF only. DTMF clamping is used to prevent the agent from hearing DTMF inputs.
+**If the agent initiates payment capture by conferencing the customer with the IVR, customer inputs areDTMF only. DTMF clamping is used to prevent the agent from hearing DTMF inputs.
-** If payment capture is initiated from IVR, customer inputs can be voice or DTMF.,
+**If payment capture is initiated from IVR, customer inputs can be voice or DTMF.,
 Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server, Certification of the full PCI environment is outside the scope of this use case, Customer will provide access to XML/HTTP(S) interface for integration to Payment Gateway
-|CloudAssumptionsAdditional=* Payment Gateway Integration occurs via http(s) post web-service.
+|CloudAssumptionsAdditional=*Payment Gateway Integration occurs via http(s) post web-service.
-* PCI compliancy is handled in Cloud.
+*PCI compliancy is handled in Cloud.
-* Use case may use DTMF or ASR.
+*Use case may use DTMF or ASR.
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The integration betweenGenesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later betweenGenesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
 * Certification of the full PCI environment is outside the scope of this use case.

@@ Line 38: / Line 38: @@
 * Genesys Intelligent Automation uses Nuance ASR and TTS for Speech enablement
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following flow describes the use case from the perspective of the main actors, especially customers.
+|BusinessFlow=(1) The following flow describes the use case from the perspective of the main actors, especially customers.
 |BusinessImage=https://www.lucidchart.com/documents/edit/88f91b38-c3f6-43df-88fc-0ea3f1ace6ca/0
-|BusinessFlowDescription=# <span style="color: rgb(68, 74, 82);">A customer is transferred to the payment application by another </span>IVR application. (outside of the scope of this use case). The requested payment amount is transferred to the payment application.
+|BusinessFlowDescription=#<span style="color: rgb(68, 74, 82);">A customer is transferred to the payment application by another </span>IVR application. (outside of the scope of this use case). The requested payment amount is transferred to the payment application.
-# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect]
+#The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect]
-# If identification and verification succeeds, the customer moves to the next step. If not, the customer is transferred to an agent with context.
+#If identification and verification succeeds, the customer moves to the next step. If not, the customer is transferred to an agent with context.
-# The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
+#The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
-# A voice prompt is played to ask the customer to enter their card details. The following happens:
+#A voice prompt is played to ask the customer to enter their card details. The following happens:
-#* The customer enters their card number.
+#*The customer enters their card number.
-#* The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
+#*The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
-# The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller will state whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number is configurable.
+#The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller will state whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number is configurable.
-# If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
+#If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
-# If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
+#If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
-# If rejected, the customer can re-enter their card details until the maximum number of rejections is met, then the Customer is transferred to an agent with context.
+#If rejected, the customer can re-enter their card details until the maximum number of rejections is met, then the Customer is transferred to an agent with context.
-# If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
+#If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
-# The call transfers back and continues in the IVR application. The result of the payment is attached to the call for further processing.
+#The call transfers back and continues in the IVR application. The result of the payment is attached to the call for further processing.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=Agent Conference Scenario
+|BusinessFlow=(2) Agent Conference Scenario
 |BusinessImage=https://www.lucidchart.com/documents/edit/0753b69a-e2c9-42bf-866c-2db86bd63d97/0
-|BusinessFlowDescription=# A customer is transferred to the payment application by conference from an agent with DTMF (Dual Tone Multi Frequency) clamping enabled. The agent is part of the call. The requested payment amount is transferred to the payment application.
+|BusinessFlowDescription=#A customer is transferred to the payment application by conference from an agent with DTMF (Dual Tone Multi Frequency) clamping enabled. The agent is part of the call. The requested payment amount is transferred to the payment application.
-# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect.]
+#The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect.]
-# If identification and verification succeeds, the customer moves to the next step. If not, the IVR is removed from the conference, and the customer and agent continue their conversation.
+#If identification and verification succeeds, the customer moves to the next step. If not, the IVR is removed from the conference, and the customer and agent continue their conversation.
-# The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
+#The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
-# A voice prompt is played to ask the customer to enter their card details. The following happens:
+#A voice prompt is played to ask the customer to enter their card details. The following happens:
-#* The customer enters their card number.
+#*The customer enters their card number.
-#* The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
+#*The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
-# The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller will state whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number must be enabled as the agent is part of the conference.
+#The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller will state whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number must be enabled as the agent is part of the conference.
-# If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
+#If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
-# If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
+#If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This will either be rejected or successful.
-# If rejected, the customer can re-enter their card details until the maximum number of rejections is met, then the Customer is transferred to an agent with context.
+#If rejected, the customer can re-enter their card details until the maximum number of rejections is met, then the Customer is transferred to an agent with context.
-# If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
+#If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point, dynamic information, such as a transaction reference or order number, can also be played.
-# The IVR is removed from the conference and the customer and agent continue their conversation.The result of the payment is attached to the call for further processing
+#The IVR is removed from the conference and the customer and agent continue their conversation.The result of the payment is attached to the call for further processing
 }}
 |BusinessLogic=This section describes the business rules that drive the decisions that the Genesys system makes within the payment capture application,such as how the business rules are configured.
 ====Parameters to be passed to the payment application====
 The payment application requires the following parameters:
 # Customer or Account Identifier (mandatory)
-# Outstanding Balance or Payment Amount (mandatory)
+#Customer or Account Identifier (mandatory)
-# Payment Merchant ID (optional)
+#Outstanding Balance or Payment Amount (mandatory)
-# Payment Reference (optional)
+#Payment Merchant ID (optional)
-# Call type Conference (required if payment attempt is agent-assisted)
+#Payment Reference (optional)
 ====Configuration Settings====
 The following parameters are configurable within the system:
 * The minimum payment amount (required). For payment requests below this amount, there is an error flow where the customer is asked to enter the amount they want to pay.
-* The maximum number of declined payments allowed before exiting the flow.
+*The minimum payment amount (required). For payment requests below this amount, there is an error flow where the customer is asked to enter the amount they want to pay.
-* The result to return when the maximum attempts are reached, possibly to send the call to an agent or initiate some other handling.
+*The maximum number of declined payments allowed before exiting the flow.
-* The types of cards that are allowed for payment (such as Amex and Visa)
+*The result to return when the maximum attempts are reached, possibly to send the call to an agent or initiate some other handling.
-* The currency of the payment.
+*The types of cards that are allowed for payment (such as Amex and Visa)
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A

@@ Line 118: / Line 118: @@
 * PCI compliancy is handled in Cloud.
 * Use case may use DTMF or ASR.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* The integration betweenGenesys Intelligent Automation and the payment gateway (or CRM or other system used to process the payment) is provided by the customer/partner. This is an XML over HTTP(S) interface which typically requires a small translation later betweenGenesys Intelligent Automation and the backend systems in order to ensure the required data contract is met.
 * Certification of the full PCI environment is outside the scope of this use case.

@@ Line 26: / Line 26: @@
 * Application is integrated with Payment Gateway, completes payment through Gateway
 * When successful, application informs customer of successful payment
 |SellableItems=PureConnect: Voice XML Interpreter, PureConnect: Secure Input IVR, PureConnect Cloud: PureConnect Cloud PCI Zone (Monthly Fee), PureConnect Cloud: PureConnect Cloud PCI Zone Setup (Setup Fee), Intelligent Automation Omnichannel Self-Service, Intelligent Automation Omnichannel Self-Service - HA (Optional), PureConnect: Speech Recognition Services (Optional), PureConnect: MRCP ASR Feature License (Optional), See list of optional Nuance items in NOTES section
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 40: / Line 41: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/88f91b38-c3f6-43df-88fc-0ea3f1ace6ca/0
 |BusinessFlowDescription=# <span style="color: rgb(68, 74, 82);">A customer is transferred to the payment application by another </span>IVR application. (outside of the scope of this use case). The requested payment amount is transferred to the payment application.
-# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://all.docs.genesys.com/UseCases/Current/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect]
+# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect]
 # If identification and verification succeeds, the customer moves to the next step. If not, the customer is transferred to an agent with context.
 # The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
@@ Line 56: / Line 57: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/0753b69a-e2c9-42bf-866c-2db86bd63d97/0
 |BusinessFlowDescription=# A customer is transferred to the payment application by conference from an agent with DTMF (Dual Tone Multi Frequency) clamping enabled. The agent is part of the call. The requested payment amount is transferred to the payment application.
-# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[[UseCases/Current/PureConnect/CE07|Genesys Customer Authentication (CE07) for PureConnect]]
+# The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case,[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE07 Genesys Customer Authentication (CE07) for PureConnect.]
 # If identification and verification succeeds, the customer moves to the next step. If not, the IVR is removed from the conference, and the customer and agent continue their conversation.
 # The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.

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