Resources home

Genesys Cloud offers web, mobile, and desktop apps to provide flexible access to Genesys Cloud capabilities. The web app allows access from any browser. Mobile apps for iOS and Android enable users to stay connected on the go. The desktop app separates Genesys Cloud from the browser and allows it to run in the background. Key features include collaboration, scheduling, and communicating on mobile apps as well as automatic startup and background running on the desktop app. The apps aim to provide seamless access to Genesys Cloud functionality across devices.

Genesys Cloud is a cloud-based contact center platform that leverages microservices architecture, single core architecture, and Genesys Cloud Voice architecture on AWS to enable continuous delivery of new features and capabilities. It provides voice, messaging, AI, analytics, and workforce engagement capabilities through APIs and web interfaces. Key details include its use of Elasticsearch, single sign-on with identity providers, and deployment across multiple AWS regions with special requirements in India and UAE. It utilizes a continuous delivery model to frequently deploy incremental changes and communicate them through pre-release notes and release notes.

Genesys Cloud is a contact center platform that helps prepare for adoption by providing advice from Genesys consultants on key areas like planning, enablement, testing, and more. The articles cover preparation questions and actions to collect data, identify business needs, educate teams, make schedules, assign roles, analyze planning data, and prepare for testing. Recommendations include reading the articles, discussing questions and actions as a team, delegating tasks to appropriate agents, remaining flexible but avoiding major disruptions, and focusing on action items to ensure readiness to partner on system configuration.

of the key points from the section summaries, following the specified format: Genesys Cloud provides a cloud contact center platform with omnichannel routing, workforce engagement, and analytics features. Customers designate a primary contact to act as a liaison with Genesys support. Genesys Cloud Customer Care offers 24/7 support focused on customer experience via resources like the Genesys Cloud Resource Center, My Support portal, eLearning, and phone. Severity levels from critical (level 1) to medium (level 3) define issue impact. Target response times are 10 minutes for critical, 2 hours for high/medium, and 2 hours for low. Features include root cause analysis and response policies for effective, efficient support. Cases are submitted by phone for critical issues, or through the portal otherwise. Genesys prioritizes issues by severity, aiming to restore functionality quickly. Critical platform issues aim for restoration within 4 hours, high severity within 2 business days, and medium severity within 5 business days.

Genesys Cloud provides legal agreements, privacy policy, terms and conditions, service level agreements, warranty information, and intellectual property details. It offers general copyright, trademark, terms and conditions, and service level agreements. There are specific terms and conditions for purchasing Genesys Cloud services, trials, security, and professional services. Genesys Cloud also provides social third-party terms and conditions and a beta feature agreement. It outlines copyright, trademark, patent information, and procedures for copyright infringement claims.

Genesys Cloud core regions have full availability of features and services, except Agent Copilot which has partial availability in EMEA (Zurich). Satellite regions Middle East (UAE), Asia Pacific (Osaka), and EMEA (Zurich) have partial availability of Cloudfront content delivery and firewall allowlisting. Specific capabilities unavailable are Answer Highlight and RAG for Agent Copilot in EMEA (Zurich), and Cloudfront content delivery for firewall allowlisting in Middle East (UAE) and Asia Pacific (Osaka). Full availability is expected in coming weeks as announced on November 1, 2024.

Genesys Cloud Resource Center provides how-to and reference articles, FAQs, glossary, and video library to learn about Genesys Cloud product features, capabilities, and use cases. Review Release Notes for latest updates. Access Resource Center from within Genesys Cloud product. Get help for product pages and search help. View APIs, development platform, and CLI info on Genesys Developer Center. Connect with peers and experts on Genesys Knowledge Network, Genesys Community, and Genesys Customer Advocacy Program.

Genesys Cloud playbooks outline solutions to address business needs, providing guided journeys with step-by-step instructions and practical examples to help users master Genesys Cloud tools. Playbooks showcase key features and use cases to optimize customer journeys proactively.

Genesys Cloud Professional Services offers help to organizations of all sizes, from self-starters needing little assistance to those requiring dedicated help and ongoing engagement. Services include Success Services for 24/7 emergency phone support, priority queuing, enablement events/webinars, and a named services manager. The Jumpstarts offering provides quick deployment of Genesys Cloud with best practices for inbound voice and recording. The shared success model enables customers to become increasingly self-sufficient.

Genesys Cloud provides robust security and compliance capabilities across various standards and regulations. It enables GDPR, CCPA, FedRAMP, HIPAA, HDS, and PCI DSS compliance. Key features include data encryption, access controls, audit logs, and advanced security monitoring. Genesys prioritizes customer data privacy and provides transparency through detailed compliance documentation. Customers can configure security settings like retention policies and credit card masking to meet their specific needs. Overall, Genesys Cloud aims to make compliance simple while ensuring the highest levels of data protection.

Genesys Cloud provides online training courses, quick start packages, partner enablement services, and customer care support to help organizations set up and use Genesys Cloud's features for call routing, assigning roles, and enabling self-service. The platform aims to enable organizations to control their customer engagement journey with minimal effort through cloud-based services and self-support. Key capabilities include call routing, role assignment, telephony provisioning, and access to enablement resources like training courses and professional services.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud provides use cases that describe enhanced customer experience solutions to meet real-world business needs. Genesys Cloud use cases outline business scenarios and solutions applicable in Genesys Cloud, including Work Automation, Customer Authentication, Voice Payment, Outbound Dialer, SMS & Email Notifications, Email Routing, Chat Routing, Co-Browse, SMS Routing, Chatbots, Messaging, Predictive Engagement, Voicebots, Personalized Routing with Callback, Contact Center Optimization, Virtual Agent, Agent Assist, Agent Copilot, Business Communications, CRM Collaboration, Voice Services, UCC Third-Party Integration, Quality Assurance and Compliance, Resource Management, Employee Performance, and Unified Experience from Genesys and ServiceNow. The use cases provide key technical details on features and capabilities to support specific customer engagement use cases.