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Gplus Adapter for Salesforce

Genesys Gplus Adapter for Salesforce enables integration of the Genesys Agent Workspace with Salesforce Sales or Service Cloud. In addition to the features provided by the Agent Workspace, the adapter includes key integration points:

• “Screen Pop” – display and/or create a Salesforce object such as contact, account, or case, or open a Sales for Object Flow.
• Create an Activity Task as a log of the call, with standard and customizable exchange of information between Genesys and Salesforce.
• Invoke Salesforce Apex.
• Support for the Service Client API to be invoked from Salesforce.
• Click-to-dial from Salesforce phone number fields.

Gplus Adapter for Microsoft Dynamics 365

Genesys Gplus Adapter enables you to integrate inbound voice interactions with MS Dynamics 365 Sales or Customer Service applications. It offers screen pop of Dynamics 365 entities such as contact, account, or cases. Voice-interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference.

• Support for Microsoft Dynamics 365 Cloud Customer Engagement Application, Sales or Customer Service application.
• Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 1.0.
• Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 2.0.
• Support for Microsoft Universal Service Desk using CIF V1.0 or 2.0.

Gplus Adapter for ServiceNow

Genesys Gplus Adapter enables you to integrate inbound voice interactions with ServiceNow. It offers screen pop of ServiceNow objects such as contact, account, or cases. Voice interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference. Other features include basic agent real-time performance tracker and click-to-dial outbound calling from ServiceNow.

• Support for ServiceNow Geneva or later releases.
• ServiceNow Customer Service Management application needs to be enabled.

!Vendor !Phone Model !Firmware Version |- |AudioCodes |All 4xxHD Phones (420HD, 430HD, 440HD) |2.x (2.2.2+) |- |Genesys |420HD |2.x (2.2.2+) |- |Polycom |VVX IP Phones (VVX300, VVX400, VVX500, VVX600, etc.) |4.x, 5.x |- |Polycom |SoundPoint IP Phones (320, 335, 450, 550, 650, 670, etc.) |3.2.x, 4.0.x (v4.0.3.7562+) |}

• Agent & Skills management
• Bulk user provisioning (import and export of configuration data)
• Agent and supervisor workspace management and configuration
• Managing Caller ID for Outbound calls through the desktop
• Managing screen pop content
• Managing agent views
• Change control and audit

• User interfaces – standard interfaces to contact center services such as Agent and Supervisor workspace, Workforce Management, and Reporting. These interfaces are used by agents, supervisors, and managers.
• Administration interfaces – used by Contact Center administrators, supervisors, and managers to configure users, resources (such as IVR), and applications based on their roles.
• Support interfaces – used by authorized contact center administrators to submit requests with Genesys Customer Care and to view service status and schedule.

• Preview Dialing – Distribute calls from a list to the agent’s desktop on request.
• Progressive Dialing – Initiate an outbound call when an agent is available and no calls are in queue.
• Predictive Dialing – Leverage a predictive dialing algorithm to pace outbound calls, including compliance, auto pacing, and unproductive call filtering (voicemail, busy, disconnected numbers).
• Blending Inbound/Outbound – The dialer supports the blending of inbound calls and outbound campaigns, allowing agents to balance their time in a manner that delivers higher customer satisfaction and service levels.
• Outbound Automated Voice Messaging – Automated message notification service enables you to proactively notify customers about upcoming appointments, prescription availability, or other key events.

Separate provisioning fees will apply for Genesys to create and manage outbound dialing campaigns and enable blended inbound/outbound dialing on the customer’s behalf.

For SMS, Genesys supports short codes, text-enabled toll-free numbers, long codes, and alpha sender IDs.

Outbound SMS and Email can be used for marketing and sales promotions, proactive status notifications, collections efforts, and interactive surveys.

When used in conjunction with the inbound SMS and Email routing services, customer responses to proactive email and SMS messages can be routed to an appropriately skilled and enabled agent to continue the conversation.

Predictive Routing improves KPIs related to customer service and sales use cases. For customer service, the KPIs include Average Handle Time (AHT), Net Promoter Score (NPS), and First Call Resolution (FCR). Sales use cases can improve metrics such as Collection Pay Rate, Churn Reduction, and Sales Conversion Rate.

Predictive Routing is a managed service that builds upon existing customer data and skills-based routing.

IWD works in concert with existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) as well as homegrown legacy systems, to create a universal task list, which is sorted based on business value. IWD comes with specific integration capabilities called capture points, which support RESTful APIs to ingest tasks and webhooks to keep the source systems informed on all changes pertaining to these tasks.

Built-in task management and near real-time dashboards give administrators granular control over their backlog of work items.

PaaS IVR supports pure self-service, as well as call transfer to a customer demarcation point. Subsequent routing to customer-hosted assisted service (agents) is handled by the customer. PaaS IVR can also support routing to Genesys Multicloud CX agents, enabled through a Professional Services engagement. PaaS IVR includes administrative and reporting capabilities.

PaaS IVR supports the Genesys Intelligent Automation platform as a premise application server. Other VoiceXML-compatible premise application server platforms can be used as well. Contact Genesys Product Management for details.

• Automate tasks and assist with queries across multiple channels—web, mobile, social, SMS, and messaging apps
• Alleviate strain on your contact center employees while improving the customer experience and controlling costs

Chatbots can be configured and handed over to an agent within business hours or offer a callback when outside of business hours or at busy times.

• AI-driven Natural Language Understanding
• Third-party speech-to-text, text-to-speech and intent determination
• Designer support for:
  • Amazon Lex
  • Google Dialogflow
• Mix and match native and third-party bots even within a single interaction

Genesys Interaction Recording

To address the quality recording needs, users can record all calls or just a portion. Call recordings can be based on standard telephony information or call routing data. For example, you can choose to record only “platinum customer” calls. All caller data you identify as relevant is also stored with the recording, enabling search. For example, you can search by standard telephony information such as caller ID. Call recordings can also be paused and resumed based on external events; for example, the service can trigger a pause during the collection process so that credit card information is not recorded. Users can access call recordings from any location with secure network connectivity.

IVR Recording

Call recordings can optionally include the IVR portion of each voice interaction. This allows for complete end-to-end capture of the customer experience from IVR answer to Agent hang up.

Screen Recording

Users can record computer screens for either all voice interactions or just a portion. When enabled, screen recordings are captured as adjunct resources when the voice interactions are recorded.

Quality Management

To address the needs of both training and quality purposes, users can listen to, score, and administer call recordings as part of a larger quality management program.

Workforce Management

The service delivers a comprehensive Workforce Management (WFM) solution, allowing forecasting, scheduling, adherence, and other standard administrative tasks through a web-based interface. By providing minimal configuration requirements and a rich set of pre-built contracts, shifts, and breaks, WFM makes it easy to get started. Users can see their current schedules through a standard web-based interface, while supervisors can view schedules, make shift adjustments, and perform schedule swaps. Additional WFM capabilities can also be configured by Professional Services as an optional service under a SoW.

Interaction Analytics – Speech

You can analyze up to 100% of agent/customer recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.