UseCases/Current/PureConnect/OP01 - Revision history

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

2021-02-26T11:05:44Z

UCC: Moved platform assumptions under general assumptions

Shlandy93 at 12:34, August 11, 2020

2020-08-11T12:34:30Z

Shlandy93 at 15:34, March 10, 2020

2020-03-10T15:34:49Z

Shlandy93 at 14:15, February 26, 2020

2020-02-26T14:15:41Z

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

2020-01-20T20:43:07Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:20Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:19Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:54Z

1 revision imported: Updating for Maturity Level

Bgrenon: Published

2019-04-22T10:00:00Z

Published

Bgrenon: 1 revision imported

2018-08-22T19:06:34Z

1 revision imported

@@ Line 64: / Line 64: @@
 [https://help.genesys.com/cic/mergedProjects/wh_rh/desktop/interaction_reporter_introduction.htm Interaction Reporter Help]
-|GeneralAssumptions=* The customer is an existing PureConnect on-premises customer.
+|GeneralAssumptions=*The customer is an existing PureConnect on-premises customer.
-* Or, the customer is an existing PureConnect cloud customer.
+*Or, the customer is an existing PureConnect cloud customer.
 |DocVersion=v 1.0.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=The customer is an existing PureConnect on-premises customer.}}
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=The customer is an existing PureConnect Cloud customer.}}
 }}

@@ Line 27: / Line 27: @@
 |PremiseAssumptions=The customer is an existing PureConnect on-premises customer.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/bbafce35-04a3-45a3-b53f-cd34a52e4704/0
 |BusinessFlowDescription='''Inbound PBX call or call to a business user'''
@@ Line 32: / Line 33: @@
 Call options provided
 # The call routes to a business user.
-# The business user can use the client to pick up the call.
+#The call routes to a business user.
-#* If the business user has the find-me/follow-me option configured, the call is routed to the forward number configured.
+#The business user can use the client to pick up the call.
-#* If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voice mail.
+#*If the business user has the find-me/follow-me option configured, the call is routed to the forward number configured.
-# Unified communications provides notification of pending voice mail.
+#*If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voice mail.
 }}{{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/641536f4-a37b-4508-a839-03f2766cb40a/0
 |BusinessFlowDescription=ACD user connects to PBX user
 # The ACD agent needs to reach out to a subject matter expert in the enterprise.
-# The ACD user can see the status of the subject matter expert in the client.
+#The ACD agent needs to reach out to a subject matter expert in the enterprise.
-# The ACD user can perform a warm-transfer to the subject matter expert.
+#The ACD user can see the status of the subject matter expert in the client.
 }}
 |BusinessLogic=''N/A''
 |DistributionLogic=An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.
 # The ACD agent needs to reach out to a SME in the enterprise.
-# The ACD agent can see the status of the SME in the client.
+#The ACD agent needs to reach out to a SME in the enterprise.
-# The ACD agent can perform a warm-transfer to the SME.
+#The ACD agent can see the status of the SME in the client.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=See the PureConnect Installation and Configuration Guide  [https://help.genesys.com/cic/mergedProjects/wh_iandc/desktop/ic_installation_and_configuration_guide.htm PureConnect Installation and Configuration Guide ].

@@ Line 18: / Line 18: @@
 *The customer owns multiple siloed PBX platforms.
 *Existing PBX is managed and maintained as a solution separately from Genesys.
 |DesiredState=*Allows single source of administration and support.
 *Allows single source of administration and support for all PBX functionality.

@@ Line 12: / Line 12: @@
 |UCOverview=Companies are looking to reduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a way to have a single platform for powering both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution.Companies are tired of dealing with multiple cobbled-together communications solutions that require more resources to deploy and maintain, increase cost of ownership, and leave the business without a good way of collaborating across teams and business units. Customers and employees are too important to just maintain the status quo.With a unified platform, enterprises smartly connect departments, workgroups, contact centers, branch offices, and remote and mobile workers. The unified platform supports basic dial tone capability, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, and presence management. Companies want a platform that extends beyond call control to provide multichannel customer service calls, faxes, email, and messaging that handles all types of communications quickly and consistently. Platform business users require streamlined real-time monitoring and end-to-end reporting capabilities that make it easy to ensure service quality across channels. Equally as important to the business are applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys to improve service performance on a continuous basis.In keeping with multi-modality requirements, companies must empower their employees, especially their sales force and field organizations with mobility-based applications to give them the same functionality as their in-office counterparts: company-wide presence, one-number find-me/follow-me, conferencing, ad-hoc call recording, and unified messaging, as well as speech-enabled access to email, calendars, and contacts from anywhere. Selecting a unified platform that supports basic to advanced communication capabilities becomes a competitive advantage.
 |UCSummary=This use case offers rich IP PBX functionality, together with basic unified communications features. Features include: IP PBX call processing, auto-attendant, full-featured operator console, complete desktop phone features, enhanced desktop client features, SIP softphone, real-time presence management, on-demand call recording and monitoring, conferencing, corporate and workgroup directories, embedded call controls for desktop applications, instant messaging, voice mail and unified messaging, multilingual support, and reporting. All of this functionality is built in to the Interaction Center server, so it’s merely a licensing exercise to use.
-|PainPoints=* The customer's current enterprise PBX is no longer under warranty.
+|PainPoints=*The customer's current enterprise PBX is no longer under warranty.
-* There is uncertainty whether current infrastructure is being maintained by the manufacturer.
+*There is uncertainty whether current infrastructure is being maintained by the manufacturer.
-* The customer is spending too much money maintaining outdated equipment.
+*The customer is spending too much money maintaining outdated equipment.
-* The customer has to outsource support for an enterprise PBX.
+*The customer has to outsource support for an enterprise PBX.
-* The customer owns multiple siloed PBX platforms.
+*The customer owns multiple siloed PBX platforms.
-* Existing PBX is managed and maintained as a solution separately from PureConnect.
+*Existing PBX is managed and maintained as a solution separately from Genesys.
-* The customer's current enterprise PBX solution is no longer under warranty.
+*The customer's current enterprise PBX solution is no longer under warranty.
-* There is uncertainty whether current infrastructure is being maintained by the manufacturer.
+*There is uncertainty whether current infrastructure is being maintained by the manufacturer.
-* The customer is spending too much money maintaining outdated equipment.
+*The customer is spending too much money maintaining outdated equipment.
-* The customer has to outsource support for an enterprise PBX.
+*The customer has to outsource support for an enterprise PBX.
-|DesiredState=* Add enterprise users onto the PureConnect infrastructure that the customer currently uses for contact center.
+|DesiredState=*Allows single source of administration and support.
-* Allows single source of administration and support.
+*Allows single source of administration and support for all PBX functionality.
-* Allows single source of administration and support for all PBX functionality.
+*Enterprise users are added onto the Genesys infrastructure that the customer currently uses for contact center.
-* Enterprise users are added onto the PureConnect infrastructure that the customer currently uses for contact center.
+*Support and maintenance for both PBX and contact center is consolidated into one platform.
-* Software revisions are released consistently to provide continuous innovation to PureConnect PBX features.
+*Supports PBX growth through licensing to deliver exactly what the customer needs.
 |MaturityLevel=Defined
 |CloudAssumptions=The customer is an existing PureConnect Cloud customer.

@@ Line 74: / Line 74: @@
 |Cloud_Assumption=The customer is an existing PureConnect Cloud customer.
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=The customer is an existing PureConnect on-premises customer.}}
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=The customer is an existing PureConnect Cloud customer.}}
 }}

← Older revision	Revision as of 12:24, April 24, 2019
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@@ Line 30: / Line 30: @@
 * PureConnect PBX greatly reduces overall solution complexity which makes it easier to use and manage.
 * Supports PBX growth through licensing to deliver exactly what the customer needs.
 |CloudAssumptions=The customer is an existing PureConnect Cloud customer.
 |PremiseAssumptions=The customer is an existing PureConnect on-premises customer.

← Older revision	Revision as of 13:10, April 22, 2019
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← Older revision	Revision as of 10:00, April 22, 2019
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← Older revision	Revision as of 19:06, August 22, 2018
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