Genesys Innovations Guide · predictions, speech and text analytics, routing decisions, self-service automation and more. The real-time interaction explosion Customer service interactions

Genesys Innovations GuideSummer 2019

2Genesys Innovations Guide — Summer 2019Genesys Innovations Guide — Summer 2019

“Genesys Cloud is our platform for shared innovation. By developing our newest functionality on Genesys Cloud, we can deploy it across all of our products.”

Merijn te BooijChief Marketing Officer, Genesys

“Genesys AI delivers intelligence across engagement channels and applications, addressing increasing volume and complexity, making it easier to deliver the best customer and employee experiences.”

Peter GrafChief Product Officer, Genesys

Genesys innovation vision and strategy

At Genesys, our goal is to provide solutions and services that empower companies to deliver exceptional experiences across customer service, sales and marketing. Building on our summer and winter innovations in 2018, we’ve expanded our Genesys Cloud platform, designed for rapid innovation, and Genesys AI. Together, they power exceptional customer and employee experiences with real-time predictions, speech and text analytics, routing decisions, self-service automation and more.

The real-time interaction explosionCustomer service interactions are expected to triple within the next three years. With so many ways to communicate, it can be hard to offer a stand out customer and employee experience. Genesys is helping businesses tackle the challenge by using AI to automate routine and repetitive tasks, while at the same time making human work simpler.

Important information about this document• Product roadmap details included in this document are for informational purposes only. It represents the current Genesys plan of record

for the associated platforms and products. Genesys, at its sole discretion, has the right to add or delete any features or functionalities from the current feature roadmap.

• Dates communicated in the seasonal market innovations are only indicative of Genesys current assessment and are subject to change. Genesys does not commit that any specific features or functionality will ultimately be released, made generally available or provided.

• The terms and conditions, including pricing, of any features or functionalities that may be described in the seasonal market innovations that are ultimately released, made generally available or provided under an agreement are subject to future negotiations and future agreement on the terms and conditions that would govern any sale.

• There are no penalties, liquidating damages or other remedies associated with changes to the product plans, including cancellation of any specific feature or functionality or delay in the timing of development.

• This document lays out the high-level direction and intent for 2019.

http://www.genesys.com

3Genesys Innovations Guide — Summer 2019

Digital, AI and cloud are converging

Digital engagement, or omnichannel for that matter, produces tons of data. Artificial intelligence (AI) needs to understand that real-time engagement data in order to optimize customer journeys. The best place to run AI-powered applications is from the cloud due to scale, speed of innovation and the flexibility of computing power required for AI algorithms. And with digital engagement from the cloud, companies can ease adoption of new channels to best serve their customers.

Genesys AI for frictionless AI managementNew Genesys AI capabilities make it easier to connect and manage flawlessly native and third-party AI. This makes it possible for multiple AI applications to work together harmoniously in real-time, delivering truly frictionless customer experiences across marketing, sales and service. You’ll get 60–80% faster time-to-value from AI investments – and report on them.

With hundreds of technical applications integrated with our customer experience platform today, Genesys is the only company in the industry able to orchestrate any AI for self- and assisted service. This includes Kate, the customer and employee virtual assistant powered by Genesys AI, as well as third-party solutions such as Amazon Lex, Apple Business Chat, Google Cloud Contact Center AI, Nuance and IBM Watson. And you won’t need advanced data science or technical skills to get started.

AI

Cloud

Digital

Real-time engagement data

Ease of consumption

Speed of innovation



Our recommendation. Your choice.Transform with Genesys Cloud for fastest innovation and lowest TCO.

Transform with Genesys CloudLow-risk migration, fastest innovation and lowest TCO.

Accelerate with cloud servicesBlend innovations with your existing contact center.

Continue with GenesysTraditional software upgrades for hosted/on-premises.

Genesys Cloud

Genesys Cloud is our platform to bring you rapid innovation – and designed to deliver more value, faster. By developing our newest functionality on Genesys Cloud, we can better deploy it across our products – creating one platform to power all your customer conversations. This enables new innovations in AI, digital and workforce engagement management to be quickly developed and consumed by Genesys products.

Genesys provides the highest-growth CCaaS platform in the industry, with benefits for companies of all sizes. And we’ve done it via a secure and powerful architecture that reduces costs, delivers continuous innovation and AI, and simplifies the most complex problems in delivering the best customer experiences.

Transform your business with Genesys CloudWhen you move to Genesys Cloud, we protect your investment technically and commercially with financial credits, frictionless implementation and expert guidance. You can adopt new technologies while they’re fresh, such as predictive routing, AI, chatbots and workforce engagement management – all with reduced operational costs and increased operational agility. Genesys use cases, agile delivery methods and centers of excellence combine to ensure a successful migration with speed and scale.

With hundreds of technology applications integrated with our customer experience platform today, just ask one of our many customers that have transformed their customer experience environment with Genesys Cloud. Give us a call or chat and we’ll connect you with one of them.

https://www.genesys.com/resources/gartner-magic-quadrant-for-ccaas

https://www.genesys.com/resources/gartner-magic-quadrant-for-ccaas

https://www.genesys.com/contact-us



Key summer innovations 2019

Genesys AI-powered journeysNew Genesys AI capabilities help companies craft seamless customer experiences across channels and touchpoints, both employee and automated engagements, while measuring and improving performance. By orchestrating the use of third-party AI together with our native AI, Genesys advances your customer through their journey from sales and marketing through service. You benefit from optimal routing, reporting and engagement across all channels, including services provided by third-party AI components.

Genesys applications and toolsets are designed to be user-friendly. You won’t need advanced data science or technical skills to get started with Genesys AI. Think of Genesys AI as the conductor of a full customer experience orchestra – bringing the technology together to make every moment with your customers count. Genesys AI allows you to:

OrchestrateConnect and manage third-party and native Genesys technology to connect customers to bots and/or customers to employees across real-time and non-real-time interactions – sharing relevant contextual information between the parties.

Measure

Genesys AI augments workforce management data and aggregates data across the entire Genesys Cloud platform – capturing, measuring and reporting on interactions and performance metrics across the complete customer journey to improve employee and contact center performance.

Optimize

These insights are used to improve workforce planning, forecasting and scheduling, identify employee knowledge gaps, and capture best practices for training purposes. Genesys AI boosts contact center, sales, marketing, and service teams’ performance through continuous optimization.

Customer journey

Business intelligence with interaction analytics

Predictive engagement with customers online

Self-service with chatbots and voicebots

Understand the voice of the customer

Optimize agent skills via Performance DNA

AI-powered forecasting and scheduling

Predictive routing for best agent match

Assist employees in real time

Employee journey

Genesys AI-powered journeys



Accelerated time-to-value with enhanced orchestration of AI journeys

Enrich CX with expanded support for messaging and bots

Span marketing, sales and service with Genesys Altocloud enhancements

Continuously improve with new real-time analytics and visualization

DNB: INTEGRATING AI INTO THE CX JOURNEY

“Genesys sews everything together to make the perfect customer journey.” Anders BråtenHead of Technical Operations and Customer SolutionsDNB

New in summer 2019Create differentiated experiences with Genesys AI-powered journeys – accelerate 60–80% faster time-to-value:

• Enhanced user experience for fast and easy orchestration of automated and assisted journeys, across any voice or text-based channel.

• More AI options that give you greater flexibility and expanded reach, for both native Genesys and third-party AI integrations.

• Pre-built micro-applications and task-driven routing blocks that save hundreds of hours of development; build once, deploy on any channel.

• Measure performance and make faster decisions with end-to-end analytics and built-in bot dashboard: • Get insights into customer intent• Increase containment rates• Optimize bot usage

https://youtu.be/gGYUrqPYiJY



Expand your customer experience reach with chatbots

Digital engagements are expected to increase by 3x in the next three years. Build a bot once, deploy on any channel:

• Genesys AI native chatbots for messaging and text-based channels, and voicebot capabilities using Natural Language Understanding (NLU) understanding via Genesys Dialog Engine. Now available for PureConnect and PureEngage™ solutions.

• Amazon Lex chatbots for messaging and text-based channels, in addition to previously announced voicebot orchestration. Now available across PureCloud, PureConnect and PureEngage.

• Google Contact Center AI is now available across all Genesys platforms. PureEngage and PureConnect now support chatbots for messaging and text-based channels, in addition to previously announced voicebot orchestration via Google Dialogflow. PureCloud now supports Google Dialogflow voicebot orchestration with messaging and chat coming soon.

Enrich your customer experience with messaging channels and conversational interfaces

• WhatsApp, one of the most popular messaging apps in the world, is now available for PureCloud and PureEngage, allowing you to connect with your customers where they spend their time. * Select availability during early adoption period.

• Plain text is boring; elevate your messaging and chat conversations with rich media. Add interactive elements and suggested actions with just a tap, including quick replies, buttons, images, list pickers and more. Or choose a template for speedy deployment.

• Make conversations with your customers more personalized using Facebook emojis to add emotional context.

Span marketing, sales and service with Genesys Altocloud enhancements

Altocloud, now available on all Genesys platforms: Increase conversions by +4%, improve NPS by 16%, and reduce cost per lead by up to 60%.

• Create better web experiences by providing predictive engagement capabilities for monitoring individual customer journeys on your website and then applying machine learning, dynamic personas and outcome probabilities to help identify the right moments for proactive engagement via a chat.

Continuously improve with new real-time analytics and visualizations

• Make decisions faster to improve your customer experience with many new analytics and data visualization toolsets across the portfolio. Genesys now makes it incredibly easy for supervisors and agents to monitor what’s happening in real time.

• Optimize your KPIs by comparing performance between traditional routing and Genesys Predictive Routing, giving you a side-by-side comparison of how Genesys AI will improve CSAT, NPS, AHT, revenue and more.

New security and compliance capabilities

• PureEngage Cloud product-related enhancements as part of the broader FedRAMP assessment and authorization process are complete. Full completion is anticipated during Q3.



Customer success

Connect to your outcomes fasterWith any Genesys subscription, cloud or on-premises, you get PureSuccess – our model of guidance and services designed so you can quickly achieve the full value you’ve signed up for. PureSuccess contains expert guidance to help you set clear goals and track them. Then we accelerate results with engagements tailored to your phase of the customer experience journey.

You won’t be left alone to figure out how to succeed. This is a partnership, so you’ll have our industry-leading expertise in addition to our industry-leading innovations. We’ll work together to illuminate the path to your next goal, and your next goal, and your next.

PureSuccess



Your path to successWe’ve been making these connections for a while, and we know the paths to success that many businesses have used. After getting acquainted with your customer experience objectives, we’ll build a plan together that connects you with your desired outcomes quickly and accurately – throughout the life of our relationship.

For some, that means applying a mix of technical training and readiness assessments for adopting a new channel. For others, it means pairing an advanced API engagement with a review of the testing strategy for adding new integrations. And as your needs change over the years, so will our recommendations. Your Genesys Advisor keeps you on an evolutionary path that produces outcomes while consistently growing your ability to adapt to change independently.

Coming soon: Customer success for on-premises ownership

Later this year, we’ll begin rolling out the same experience we provide for our cloud customers to our on-premises customers with perpetual licenses. We’re moving toward a single style of service that’s based on cloud trends and the realization of outcomes, regardless of where or how a solution is deployed. Ask your Genesys Advisor about ways to accelerate your outcomes today.

Design

Vision re-evaluation

Implementation

Deploy

Optimization

Evolve

OperationUseInvestigation Plan

Testing

Success measurement



Genesys AppFoundry Focus on customers and partners

It’s important to choose a cloud solution provider that offers an application ecosystem that lets you extend your customer experience innovation. The Genesys AppFoundry ecosystem of third-party software – now more than 280 applications – makes it easy for you to get the best value from your Genesys solution. The Genesys AppFoundry program simplifies sourcing, procurement, deployment and support of third-party integrations and add-on applications. We’re continually expanding the partner ecosystem and therefore, your ability to integrate with more third-party solutions, especially in the areas of AI, automation and CRM integrations. CRM integrations that we’ve already built with AppFoundry partners include connectors into Microsoft Dynamics 365, Salesforce.com, ServiceNow, SugarCRM, Microsoft Unified Service Desk, Freshdesk, Oracle ServiceCloud, Oracle Siebel, SAP and more.

CRM Integrations by Genesys and AppFoundry partners can be used within CRM Applications utilizing our Embeddable Framework, or side by side with existing Genesys Desktops. These integrations transport data between Genesys and the CRM system at the speed of the interaction so that incoming data is displayed in real time. Since the customer gets identified and authenticated through a self-service process, agents get the full customer record in their CRM system so that they can greet the customer by name. The same applies for transfers, redirects and re-connects. Genesys CRM integrations go far beyond simple, offering a truly seamless integration.

For partners, the AppFoundry provides a direct path to market for their solutions as a searchable marketplace for customers. It streamlines sales and deployment of new applications because customers purchase from Genesys and deploy directly out of their cloud. The AppFoundry Marketing Program lets partners effectively outsource their digital marketing activities to Genesys and benefit from a broader reach and marketing expertise.This is an efficient, cost-effective way to market solutions, especially for smaller partners.

Free trials

In 2018, we introduced Premium Applications. We’re bringing this exceptional user experience for our customers to the next level by introducing free trials with multiple partners. Now, you can trial select third-party integrations on the PureCloud® platform for free and “kick the tires” to see if the app is right for you.

Only Premium Applications are available for free trials, so you can simply select the free trial and click to install the application in less than five minutes.

AppFoundry



Key deliveries across the portfolio

The next section of this document shows what’s new by product. Here are a few of the key innovations for each product:

Third-party and native bots – Amazon Lex, Google Dialogflow and Genesys Dialog Engine

New Designer UX with analytics built-in, including bot dashboard and end-to-end performance

WhatsApp messaging

Outbound SMS campaigns and agent-initiated SMS contacts

Altocloud integration

Third-party and native bots – Amazon Lex, IBM Watson, Google Dialogflow and Genesys Dialog Engine

Bot orchestration with intelligent automation

Genesys widget configuration

CX Insights – 11 new real-time agent and workgroup dashboards help supervisors monitor performance


Third-party bots – Amazon Lex and Google Dialogflow

Bot orchestration sophistication with Architect

WhatsApp messaging (Beta)

Quality and workforce management enhancements

Drag-and-drop dashboards, new views, analytics galore


PureCloud PureConnect PureEngage



PureCloud

Genesys Innovations Guide Summer 2019



Orchestration

Genesys AltocloudIncrease conversions by +4%, improve NPS by 16% and reduce cost per lead by up to 60%. Predictive engagement capabilities, powered by Genesys AI, let you monitor individual customer journeys on your website and apply machine learning, dynamic personas and outcome probabilities to help identify the right moments for proactive engagement via chat.

Amazon Lex for messaging channelsLeverage the power of Lex – the conversational engine behind Amazon Alexa – in your self-service strategy. Automate routine interactions using AI-powered messaging bots, powered by Genesys AI, now on messaging channels such as SMS, Facebook Messenger, Twitter, LINE and WhatsApp.

Architect flow designer omnichannel sophisticationGain up-market features that allow you to weave third-party integrations into your call flows, including voice and messaging channels. Powered by Genesys AI, the PureCloud platform now supports Amazon Lex and Google Dialogflow (coming soon) with several more coming in Winter 2019.

Architect flow designer with string build

Genesys AI



Omnichannel experience

DigitalWhatsApp messaging channel

Businesses should communicate like people do. Connect with customers on their preferred channel. We’ve added support for WhatsApp – the most popular messaging app in the world.

* Select availability during early adoption period. Contact your Genesys representative for more details.

Message delivery status notifications

Agents working with messaging interactions now receive confirmation of a successful message delivery and a warning when a message delivery fails, improving productivity and efficiency.

Monitor multiple messaging accounts from the same provider

If you have multiple accounts on a single messaging platform, you can configure ACD integrations for each of those accounts. This improves efficiency while enabling you to monitor performance improvements for each account.

Self-ServiceVariable-based web chat flows

New support lets you manage web chat interactions in your call flows, similar to the messaging call flow routing capabilities. Routing is based on variables, and we offer variable-based options to manage web chat auto-responses – improving efficiency and productivity.

InboundDutch language support for TTS and ASR

• Full support for Dutch IVR prompts and runtime, telephony user interface (TUI) text-to-speech (TTS) and speech recognition (ASR)

• Third-party text-to-speech availability• New options for text-to-speech include Amazon

Polly, Google TTS and Acapela Voice

OutboundTrigger data actions via pre-call or wrap-up rule

Using the “data action” rule condition, a pre-call or wrap-up rule can evaluate response data from the PureCloud Public API, Salesforce, Zendesk or REST API endpoints, allowing you to prevent outbound calls based on the data value returned.

Script enhancements

New script improvements make your job easier. Users can now toggle between horizontal or vertical formats for non-voice scripts. For script designers, you can insert images directly from your workspace in Content Management rather than specifying a URL.

Insert script images directly from Content Management



Workforce experience

Quality ManagementWeb-based multichannel customer surveys

Create and send web-based surveys to customers after a voice, chat, email or message interaction is completed. Supervisors can see survey results through analytics views to improve customer feedback and “Voice of the Customer” programs.

Agent evaluation enhancements

Help your agents improve performance. Configure new recording policies to automatically assign a required number of evaluations over a period of time. After the evaluation is completed, send a notification alerting the agent to review.

Bulk recording export to Amazon S3 storage

Configure a policy to automatically export interaction recordings to your Amazon S3 storage for archiving or processing through third-party applications.

Workforce managementIntraday rescheduling

Workforce management professionals can run intraday schedules in shifts and breaks to re-optimize staff allocation. This helps you accommodate late or unplanned events like agent absenteeism and sickness.

User permissions

PureCloud administrators can establish more granular access control policies for workforce management users at the functional level. Examples include shift definition, forecasts creation, schedule changes and others.

Shift trading

PureCloud agents can now run shift-trading scenarios through PureCloud Workforce Management for better work-life balance and scheduling flexibility for employees.

Forecasting improvements

Data used for automated forecasting, powered by Genesys AI, has been extended from “the last 8 weeks” to “All available” in order to increase forecasting accuracy.

Send web-based customer surveys and see analytics on the results



Analytics & ReportingPerformance dashboards/wallboards

Uncover actionable insights faster with performance dashboards. Customize your dashboard layout with drag-and-drop widgets to display real-time metrics and performance data that are most important to you. Dashboards are completely interactive, giving you the ability to filter, sort, drill into the details or zoom out for the big picture.

My Performance View for agents

View your individual agent performance, including metrics like time in statuses, evaluations and schedules. New performance views provide more detailed information and customization options than the classic agent dashboard.

Customize your performance dashboards

Spot IVR performance issues with a single flow

IVR Flow Performance views

Monitor the effectiveness of your IVR to spot performance issues with a specific flow and gather data about self-service success. Summary and detail data give you an accurate and comprehensive picture of how well your IVR is performing.

Improved outbound dialing reporting

The Dialer “Campaign Detailed Attempt History” report now shows each individual outbound campaign attempt instead of a single conversation so you can better understand how your campaigns are working. Newly added fields include caller ID number and name to help with regulatory compliance.



Open platform

Access control available for all regionsIntroduced for select regions in Winter 2018, access control is now available for all regions. Fine-tune your configurations with more granular access controls to PureCloud objects within the organization, beginning with locations, sites, IVR flows, queues, roles and agents. Access control also enables more granular permission to users who have visibility into objects such as interactions, recordings, presence history and audit data.

PureCloud Chat APIBuild your own PureCloud chat component within your company’s mobile or web applications using our Chat API.

Analytics API enhancementsDevelopers can now:

• Retrieve the longest waiting and longest interaction conversations in a queue

• Filter conversation detail records by all timer and counter conversation metrics

• Retrieve IVR flow interaction details

Private embedded client frameworkIf you’re creating integrations that you don’t intend to publicly commercialize, you can now use a private version of our embeddable client framework.

System for Cross-Domain Identity Management (SCIM) support Quickly and securely provision or de-provision and manage PureCloud user accounts with System for Cross-domain Identity Management (SCIM). SCIM is an open standard used by Single Sign-On (SSO) services and identity providers to manage people across a variety of cloud services. Initial support is for Microsoft Azure, and will later include Google, OneLogin and Okta.

PureCloud Voice expansionPureCloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in Germany, Sweden, Finland and Belgium.

Improved Security for Bring Your Own Carrier (BYOC)We’ve enhanced security and encryption for BYOC. We use SRTP and publicly signed TLS certificates to secure communications between the PureCloud platform and third-party telecom devices or services.


18Genesys Innovations Guide — Summer 2019 18


PureConnect



Orchestration

You’ll realize faster time-to-value with the enhanced orchestration of Genesys AI-powered journeys.

Third-party AI integration powered by Genesys AI for the PureConnect™ platform:

• Google Dialogflow• IBM Watson• Amazon Lex• Genesys Dialog Engine

Intelligent Automation Use Genesys Intelligent Automation, powered by Genesys AI, to orchestrate multiple bot and NLU engines, including the native Genesys solution, Dialog Engine. This gives you insights into customer intent, combined with end-to-end reporting for enhanced customer experiences.

Genesys Altocloud Increase conversions by +4%, improve NPS by 16% and reduce cost per lead by up to 60%. Predictive engagement capabilities, powered by Genesys AI, let you monitor individual customer journeys on your website and apply machine learning, dynamic personas and outcome probabilities to identify the right moments for proactive engagement via chat.

Genesys Altocloud for the PureConnect platform

Genesys AI




Improved omnichannel desktop with Interaction ConnectGenesys Widget Configuration lets you easily configure web widgets using the power of Genesys Widget framework on the Interaction Connect desktop.

Enhanced self-service with Genesys Intelligent AutomationNow you can streamline operations and coordinate your media across channels and devices, using Genesys Intelligent Automation.




CX Insights Analytics and data visualizations toolset let you view and manage dashboards for faster decision-making, and to make it easier for supervisors to monitor what’s happening in real time:

• 11 new real-time agent and workgroup dashboards provide a real-time view of workgroup and agent activity and help supervisors monitor performance and stay on top of things.

• New historical IVR dashboards help supervisors and managers understand and optimize what’s happening when customers have their first touch with your organization.

AI-driven forecasting for new workforce management user interface:With a single click, powered by Genesys AI, workforce planners can speed outcomes by 60% through automation of a typical forecasting process. New capabilities include:

• Time-series analysis to find periodicity in historical data, such as capturing data that follows the same patterns on a weekly or bi-weekly basis.

• Outlier detection takes care of historical data cleansing, such as handling missing data and outliers.

• Pattern detection found across detected time cycles, such as weekly or bi-weekly – examples include positive, negative or flat trends in call volume and average handle time.

• 97% accuracy with best-of-best forecasting method is chosen from a library of more than 26 algorithms.

See details of customer IVR experience with historical IVR dashboards




PureEngagePureEngage and PureEngage Cloud



Orchestration

Genesys voicebots Digital engagements are expected to increase by 3x in the next year. With Genesys, you can build a bot once and deploy on any channel.

Integrate Genesys AI-powered bots or third-party bots while leveraging Genesys omnichannel orchestration and routing. This helps you handle more complex and personalized customer engagement. Support for open-dialog (virtual assistant) applications includes:

• Google Speech Transcription: Genesys voicebots with support for Google Speech-to-Text enable you to surface meaningful data from customer interactions.

• Nuance Speech Suite 11 Support for PureEngage: This feature allows existing Nuance ASR customers to use Dragon Speech/Voice (transcription capabilities) and enables customers to support voicebots with Nuance.

Genesys Altocloud Predictive Engagement for PureEngage Cloud Increase conversions by +4%, improve NPS by 16% and reduce cost per lead by up to 60%.This cloud-based, Genesys AI-powered solution gives you real-time journey optimization. It proactively monitors website behaviors, predicts outcomes and personalizes engagement over the most appropriate channel.



Intelligent Automation – Dialogflow integration Use Genesys Intelligent Automation with Google Dialogflow to orchestrate multiple bot and NLU engines, including the native Genesys solution, Dialog Engine. Get insights into customers’ intents, combined with end-to-end reporting for enhanced customer experience.

Designer for PureEngage Cloud Chatbot and voicebot integration to Lex, Dialogflow and Dialog Engine. Now you have a single point of configuration, management, administration and reporting for all digital channels enabling you to execute on your comprehensive omnichannel strategy.

Genesys AI

https://www.youtube.com/watch?v=4PgR_xCdT0c




We’re continuing to expand our support for asynchronous messaging and social media with more to come later this year.

WhatsApp channel supportCreate real, mindful and non-intrusive experiences and engage with customers on one of the top three messaging networks.

Rich media options with messaging and chatbots• Normalized rich media authoring is a visual

editing tool to create and manage rich media experiences in your messaging interactions.

• Rich messaging enhancements enable a richer messaging experience by employing interactive elements and suggested actions (with the tap of an icon), including quick replies, generic template, buttons, images and templates for speedy deployment.

Facebook emojisThis feature adds emotional context to conversations while communicating with customers by sending and receiving emojis over the Facebook channel.

Other messaging enhancements for PureEngage Cloud include self-service support for email creation and campaign management.

Launch of Facebook and Twitter (public and private) on PureEnagage CloudSupport your customers and communicate with them using Facebook, Facebook Messenger and Twitter.

Genesys Workspace web agent desktop The Genesys agent desktop offers flexibility with an easy UI that’s focused on services and not just APIs. Additional features include:

• Outbound campaign push offers a preview of the interaction and case information before starting the call

• Webchat emoji, focus time and last-agent routing improve omnichannel experience

• Create custom personas for your chat channel and change them based on channel

• PureEngage Cloud also offers WCAG2.1 support and improved accessibility of co-browse for the visually impaired

Genesys CX InsightsAnalytics and data visualizations toolsets to create customizable dashboards for faster decision-making, now available for the PureEngage platform.

Live chat with PureEngage On-Premises




AI-driven forecasting for new workforce management user interfaceWith a single click, powered by Genesys AI, workforce planners can speed outcomes by 60% through automation of a typical forecasting process. Capabilities include:

• Time-series: Runs time-series analysis to find periodicity in historical data, e.g., data follows the same patterns in weekly or bi-weekly basis

• Outlier detection: Takes care of historical data cleansing (handling missing data, outliers)

• Pattern detection: Finds the data patterns across the detected time cycles (weekly, bi-weekly), for example positive, negative or flat trends in call volume and average handle time.

• 97% accuracy with best-of-best forecasting method is chosen from a library of more than 26 algorithms.

Updated operating environmentsInteraction Recording, Quality Management and Interaction Analytics now support MS SQL Server 2014 SP3, MS SQL Server 2017 and Windows Server 2016.

Workforce management OpenJDK supportExisting workforce management users will be able to continue using Java-based workforce management supervisor capabilities.

Quality Management reporting enhancementsThis feature enables new reporting capabilities for existing Genesys Quality Management users. For the Quality Management report template, users can now specify session creation date parameters, in addition to the existing completion date when running a report. For PureEngage Cloud only, Quality Management supports SSO/SAML to authenticate and login users through a federated identity provider, such as Okta or OneLogin.

Interaction Analytics new language supportInteraction Analytics now includes Hindi language pack for call recognition.

Interaction recording improvementsFor PureEngage

Elastic Search component scalability has been improved to provide faster response times when accessing the Speech Miner user interface for recording look-up and searching.

For PureEngage Cloud

Interaction Recording users utilizing MPLS now have access to the Recording and Quality Management user interface that bypasses the public internet.

AI-driven forecasting has a new workforce management user interface

Genesys AI



Open platform

Softphone support for Citrix VDI environments (Windows and eLux Linux-based clients) Now you can run a softphone within your virtualized environment without configuration issues. PureEngage Cloud customers can also run it in eLux Linux-based clients.

PureEngage Cloud customers can also customize the agent interface and integrate with third-party workforce management systems. Our new external APIs enable extreme flexibility and total customization of PureEngage Cloud, including detailed documentation and tools. There’s also more interaction automation and more business intelligence available through custom reports, dashboards and data insights.

We’ve added APIs for the agent workspace, statistics, task routing, authentication, provisioning, cloud data download, consumer messaging, engagement services and customer experience contact.

If you need additional help, check out our new Developer Console. It gives you a place to play, innovate and test out configurations and integrations in a developer sandbox – with support for digital channels.

https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/DeveloperConsole




Winter preview



A look at what’s coming for Genesys Cloud and Genesys AI in winter 2019

Orchestrating customer journeys across sales, marketing and serviceWe’re continuing to build out Genesys Altocloud capabilities across our Genesys platforms. Genesys Altocloud holistic customer journey capabilities will expand beyond web monitoring to include the entire customer journey. Integration across voice and digital channels, as well as integration with marketing automation platforms, such as Marketo and Salesforce, will allow you to monitor and apply machine learning, dynamic personas and outcome probabilities. These capabilities let you identify the right moments for proactive engagement via any voice or digital channel. You’ll be empowered to shape the best possible journeys – ones that offer better sales conversions and an improved customer experience.

Bring Your Own Bot for PureCloud will offer integration and orchestration of any bot. Deploying a bot in a siloed approach leaves much to be desired. It’s difficult to know how that bot is performing, to compare that experience to other engagements and to measure the overall effectiveness of your customer experience. With Genesys, you’ll have an approach that lets you orchestrate, analyze and adjust your experiences – both automated and assisted.

In winter 2019, Predictive Routing, powered by Genesys AI, is targeted to be available for both PureCloud and PureConnect, in addition to PureEngage. Predictive Routing uses machine learning to optimize interactions, reducing overhead to manage static queues for more efficient inbound call delivery to agents. This results in better agent performance, higher customer satisfaction and improved revenue generation.

New Genesys Cloud digital and orchestration capabilities are coming soon for on-premises deployments. You can continue enjoying your on-premises call center while adding new digital channels as cloud services – preserving your investment while accelerating your capabilities. Genesys on-premises customers will also be able to use the powerful Genesys Designer for experience orchestration across bots and assisted engagements, with built-in performance dashboards.

Enhancing your omnichannel experienceExpanded SMS broadcast capabilities will include use cases for outbound survey management, payments, fraud alerts, collections and more with bi-directional SMS engagement. Agents can also initiate an outbound SMS directly within the agent desktop.

Winter will bring new preferred-agent routing capabilities to PureCloud allowing routing of inbound interactions to the last-known agent or based on business outcomes you define.

Journey mapping in PureConnect will give agents a visualization of historical customer engagement across channels, including access to play-back multichannel recordings from those engagements. This complete context means higher-quality, more personalized customer engagements for faster resolution.

Workforce engagement with Automation@WorkMany new enhancements are planned for our workforce engagement and optimization portfolio. Look for new Genesys Cloud capabilities that extend Automation@Work to become an integral part of the Genesys portfolio, with automation capabilities that help employees work smarter, not harder. Additionally, new ad-hoc coaching capabilities will be available in the PureCloud platform, so that supervisors can schedule a coaching session when it makes sense.

Open platform, security and complianceGenesys Winter Innovations will feature our completion of the FedRAMP assessment and authorization process. The security enhancements made to the PureEngage Cloud software have been completed in summer 2019; the final certification process is expected to be completed in the second half of 2019.


ABOUT GENESYSGenesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes. Genesys on-premises and cloud solutions are built to be fluid, instinctive and profoundly empowering. Combining the best of technology and human ingenuity, we work the way you think.

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Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2019 Genesys. All rights reserved.

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Documents

Genesys Innovations Guide · predictions, speech and text analytics, routing decisions, self-service automation and more. The real-time interaction explosion Customer service interactions