User: Bgrenon/8

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SC Input Capability Matrix PS Delivery Cohort
Place an X in this column if component is available today Place an X in this column if component is available today Please note any customizations  /  Integrations or specific requirements which are required for "To Be" G=Available

C=Conditional L=Limited Features 3rd = 3rd Party required for capability PS=Capability can be achieved by PS engagement

H=Hybrid

EA=Early Adopter NA=Not Available RM=Roadmap

Data from March 2018 / needs revision Capability is included in the following package

B=Basic I=Intermediate A=Advanced

As Is To Be Required Customizations Pure Cloud PureConnect Cloud PureEngage Cloud PS Delivery Cohort
G G G
3rd 3rd (Vidyo) NA
x N G G G
X G H NA
G H NA
G, L

Limited Capability compared to PureConnect

G 3rd
TDM tie-line from TDM PBX to local SIP Gateway

SIP tie-line from SIP gateway to local PureCloud Edge

TDM tie-line from TDM PBX to local SIP Gateway

SIP tie-line from SIP gateway to PureConnect Cloud Server via MPLS

Not typical

TDM tie-line from TDM PBX to local SIP Gateway SIP tie-line from SIP gateway to PureEngage Cloud Server via MPLS

SIP tie-line from SIP IP PBX to local PureCloud Edge (optional SBC) SIP tie-line from SIP IP PBX to PureConnect Cloud Server via MPLS (optional SBC) SIP tie-line from SIP IP PBX to PureEngage Cloud Server via MPLS (optional SBC)
SIP tie line from local Lync/Skype front end server to local PureCloud Edge

(status sync not available)

SIP tie line from local Lync / Skype front end server to PureConnect Cloud Server via MPLS

(status synch available)

SIP tie line from local Lync / Skype front end server to PureEngage Cloud Server via MPLS

(status synch not available)

SIP tie-line from CUCM to local PureCloud Edge

(No 3rd party call control information available)

SIP tie-line from CUCM to PureConnect Cloud Server via MPLS

(3rd party call control information is available)

Sip tie-line from CUCM to PureEngage Cloud via MPLS
G G

Leverages a customer e-mail system for store and forward capabilities

G
G NA NA
L NA NA
RM

Q1'19

G G (voice only)
G G G
G G G

Customers cannot change routing apps / rules - RM Q3'18

NA G

Fax routed as e-mail

PS

Fax routed as Cloud Contact Center E-mail

G G

Via 3rd party SMS broker

RM-Q1'19
G,L

Twitter only

RM

Q1'19

RM

Q1'19

G G G
G H

Uses PureCloud Co-browse

G
NA NA NA
GA

Support Facebook Messenger, Twitter Direct Message and LINE

RM 2019 EA: Facebook, Twitter

RM: WhatsApp 1Q'19

NA NA RM

1Q'19

NA NA RM

Knowledge Center 1Q'19

L

Chat and Email only.  Messaging RM 2H'19

PS EA

Task Routing 1Q'19

RM

H1'19 using Altocloud integration with PureCloud (excluding callback which will come in a later phase)

NA EA

Altocloud 1Q'19

RM

H1'19 using Altocloud integration with PureCloud

NA EA

Altocloud 1Q'20

G G G
G G G
RM, L

2019 Limited compared to PureEngage widgets - will not include mobile apps Will release Chat with Genesys widgest with Altocloud (ETA Q2'19)  During 2019 will continue to roll out feature of Genesys Widgets to PureCloud customers

L,

RM-1H'19

G
G PS EA
NA PS RM

Q1'19

NA NA EA

Task Routing 1Q'19

RM

H2'19

G RM

Open Media 2Q'19

RM

Q1'19

RM

H1'18

3rd (digital)
G G G
G

Outbound on Behalf of Queue

TBD RM

CX Contact 1Q'19

G G G
G G NA
RM H1 2019 G

Nuance

G

Nuance

PS PS PS
NA NA NA
3rd NA RM

Q1'19

EA RM

2019

EA
G Lex RM

2019

EA
G G G
G

Verint

G

Verint, Nice (IEX/TotalView), Aspect eWFM, GMT, InVision, Injixo (Cloud only), Pipkins (RTA only)

RM

Q4'18 Verint, Nice (IEX/TotalView), Aspect eWFM

PS PS PS
G G G
NA 3rd NA
G G G, L

Screen Recording with Voice Interaction

NA G NA
3rd PS G, L

Speech Omly

G G G
NA NA NA
NA NA NA
G G NA
G (via Decisions) G (via Decisions) G (via Decisions)
G G, L G, L
G G NA
GA PS PS, L
G G G
PS PS PS
G

SalesForce, Zendesk, Others via Appfoundry

G G, L

SalesForce (GA), Oracle ServiceNow (PS) or WWE can have browser-based CRM in iFrame (PS)

G G G
G G 3rd, PS
G,L

Limited compared to PureEngage. Supports e-mail / chat

G G
G G 3rd
G G G
G

https://help.mypurecloud.com/articles/managed-phones-models-and-features-matrix/

G

Polycom VVX phones

G, L

See Supported Media Interfaces Guide, Supported Hard Phones EA: Device Mgmt for AUDC and Polycom Desk phones

G

WebRTC Softphone (not SIP)

G G, EA

Genesys SIP Endpoint for Agent Desktop

G G G (Pulse)

G (Stats API)

G G L, PS
G
G G G
With local PureCloud Edge With local SIP Proxy / Media Server L

Custom

G G NA
PureCloud 1, 2 & 3

HIPPA Compliance, PCI DSS (with Secure Pause), GDPR Compliance PureCloud 2 & 3 PCI DSS (with Secure IVR) SSAE 16 SOC 2 Type II

PCI-DSS 3.1 Level 1 Service Provider, SOC 2 Type II, ISO 27001: 2013, HIPAA/HITECH Compliance.

Authentication and Authorization, Audit Trails, Secure Transport, Secure Storage. Genesys PureConnect Cloud hosts our services at third-party datacenters. These datacenters hold SSAE-16 SOC 1 Type II, SOC 2 Type II, or ISO 27001 certifications as applicable to the region where they reside.

GDPR, PCI-DSS 3.1 Level 1 Service Provider, SOC 2 Type II, ISO 27001: 2013, HIPAA/HITECH Compliance.
Authentication and Authorization, Audit Trails, Secure Transport, Secure Storage.
Genesys PureEngage Cloud hosts our services at third-party datacenters. These datacenters hold SSAE-16 SOC 1 Type II, SOC 2 Type II, or ISO 27001 certifications as applicable to the region where they reside.
RM: FedRAMP 2H'18
See Genesys Cloud Security Whitepaper.
Microsoft  ADFS, Microsoft Azure Premium, Okta, OneLogin, SalesForce, SAML 2.0 Microsoft  ADFS, SalesForce, SAML 2.0, Ping, IBM Lighthouse External Authentication using LDAP
L: SSO 2H'19
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