Difference between revisions of "UseCases/Current/PureConnect/OP01"

Latest revision as of 11:05, February 26, 2021

This topic is part of the manual PureConnect Use Cases for version Current of Genesys Use Cases.

Simplify contact center and business communications

What's the challenge?

Companies are tired of dealing with the complex maze of separate 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. Customers and employees are too important to just maintain the status quo.

What's the solution?

Consolidate multiple systems to a single, reliable platform for both contact center and business users. With a unified platform, enterprises can seamlessly connect with customers, partners and teams anywhere. Enjoy fast deployment, simplified administration, improved efficiency and reduced total cost of ownership.

Other offerings:

Use Case Overview

Story and Business Context

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.

Use Case Benefits*

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:

Use Case Benefits	Explanation
Reduced Administration Costs	Implement a single all-in-one platform to reduce equipment and operational costs, streamline centralized administration and reporting, and save on personnel and training from a single vendor
Reduced Deployment Costs	Automate key parts of deployment through auto-configured PureConnect gateways for IP networks and VoIP, auto-provisioning and management of IP phones, and pushed-out client updates via Interactive Update™. Take advantageof incremental application licensing and multi-site location independence with disaster recovery, which is easily scalable and cost effective.
Reduced IT Operational Costs	Leverage your existing technical expertise with a standards-based platform that openly integrates with third-party PBX systems, IP PBX systems, IVR systems, and call recorders – or simply use the built-in features. It integrates easily to databases, web services, messaging platforms, back-office systems, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets. Take advantage of the platform's open interoperability that eliminates vendor lock-in to proprietary hardware. Save on phones and hardware by using softphones with a browser and network or Internet connection

^*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

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.

Use Case Definition

Business Flow

(1)

Business Flow Description Inbound PBX call or call to a business user

Call options provided

The call routes to a business user.
The business user can use the client to pick up the call.
- If the business user has the find-me/follow-me option configured, the call is routed to the forward number configured.
- 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.
Unified communications provides notification of pending voice mail.

Business Flow

(2)

Business Flow Description 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 user can perform a warm-transfer to the subject matter expert.

Business and Distribution Logic

Business Logic

N/A

Distribution Logic

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 can perform a warm-transfer to the SME.

User Interface & Reporting 

Agent UI

See the PureConnect Installation and Configuration Guide PureConnect Installation and Configuration Guide .

Reporting

Real-time Reporting

See the Interaction Reporting Help landing page in the PureConnect Documentation Library and the PureConnect Reporting Technical Reference.

Reporting Help Landing Page

Reporting Technical Reference

Historical Reporting

Interaction Reporter is an IC Business Manager application that allows you to run pre-defined reports, using filters to configure report parameters.

Interaction Reporter Help

Customer-facing Considerations

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required:	At least one of the following required:	Optional	Exceptions
None	None	None	None

General Assumptions

The customer is an existing PureConnect on-premises customer.
Or, the customer is an existing PureConnect cloud customer.

Document Version

Version v 1.0.1 last updated February 26, 2021

@@ 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.
+|DesiredState=*Allows single source of administration and support.
-* There is uncertainty whether current infrastructure is being maintained by the manufacturer.
+*Allows single source of administration and support for all PBX functionality.
-* The customer is spending too much money maintaining outdated equipment.
+*Enterprise users are added onto the Genesys infrastructure that the customer currently uses for contact center.
-* The customer has to outsource support for an enterprise PBX.
+*Support and maintenance for both PBX and contact center is consolidated into one platform.
-|DesiredState=* Add enterprise users onto the PureConnect infrastructure that the customer currently uses for contact center.
+*Supports PBX growth through licensing to deliver exactly what the customer needs.
-* Allows single source of administration and support.
+|MaturityLevel=Defined
-* Allows single source of administration and support for all PBX functionality.
-* Enterprise users are added onto the PureConnect infrastructure that the customer currently uses for contact center.
-* Software revisions are released consistently to provide continuous innovation to PureConnect PBX features.
-* Support and maintenance for both PBX and contact center is consolidated into one platform.
-* 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.
 |BusinessImageFlow={{SMART BusinessImageFlow
+|BusinessFlow=(1)
 |BusinessImage=https://www.lucidchart.com/documents/edit/bbafce35-04a3-45a3-b53f-cd34a52e4704/0
 |BusinessFlowDescription='''Inbound PBX call or call to a business user'''
@@ Line 38: / 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.
+#Unified communications provides notification of pending voice mail.
 }}{{SMART BusinessImageFlow
+|BusinessFlow=(2)
 |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.
+#The ACD user can perform a warm-transfer to the subject matter expert.
 }}
 |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.
+#The ACD agent can perform a warm-transfer to the SME.
 |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 65: / 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.
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|DocVersion=v 1.0.1
-|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.
-}}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=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.}}
 }}

PureConnect Use Cases

Explore

List All

Difference between revisions of "UseCases/Current/PureConnect/OP01"

Latest revision as of 11:05, February 26, 2021

What's the challenge?

What's the solution?

Contents

Use Case Overview

Story and Business Context

Use Case Benefits*

Summary

Use Case Definition

Business Flow

Business Flow

Business and Distribution Logic

Business Logic

Distribution Logic

User Interface & Reporting

Agent UI

Reporting

Real-time Reporting

Historical Reporting

Customer-facing Considerations

Interdependencies

General Assumptions

Document Version