PureEngage Cloud Migration Guide
Welcome Enterprise Legacy Cloud (Echopass) users to the PureEngage Cloud Migration Guide. In this guide we will map your use cases to the components you will be using in PureEngage Cloud.
The purpose of this guide is to provide PureEngage Cloud documentation resources that assist Enterprise Legacy Cloud (ELC) users who are migrating to a PureEngage Cloud environment. Each chapter focuses on a feature or application in PureEngage Cloud. The chapter section titles represent tasks you performed in ELC, and the section text provides a description of a comparable task in PureEngage Cloud as well as links to detailed PureEngage Cloud documentation.
The following table provides a list of ESM (also known as Cloud Administrator) applications, corresponding PureEngage Cloud applications, and a brief description of the tasks you can perform using the PureEngage Cloud application. The table also contains a Roles column that indicates the role level required for a specific application. The roles referenced in the table are as follows:
- Agent: A person who processes and handles customer interactions and requests.
- Supervisor: A person who manages a group of team leaders and/or agents and also assists with processing customer interactions and requests.
- Administrator: A person who manages the contact center from an operations standpoint (provisioning, monitoring, etc.).
|Roles||ESM (Cloud Administrator) application||PureEngage Cloud application||Tasks|
|Administrator||EchoAdmin||Agent Setup|| Create and manage agent accounts.
|Administrator||EchoRouting||Designer|| Develop Self Service and Assisted Service applications.
|Supervisor, Agent||EchoContact||Agent Desktop|| Use various channels to interact with customers and co-workers.
|Administrator||EchoCallback||Callback|| Callback allows customers to provide the system with a phone number to be used for immediate callback, scheduled callback, or both.
|Administrator, Agent, Supervisor||EchoReports, EchoPulse, EchoInsite||Reporting|| PureEngage Cloud offers both real-time and historical reporting.
|Administrator||Outbound||Outbound|| Genesys Outbound enables clients to administer and manage their outbound campaigns.
|Administrator, Supervisor||Genesys Workforce Management||Work Force Optimization and Workforce Management|| Analyze and manage agent performance and customer interactions.
|Administrator||Third party integrations||Custom Integrations||Custom back-end integrations and SFDC integrations.|