Bgrenon/WordPaste

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Overview:

Story and Business Context:

Companies are looking toreduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a way to have a single platform for powering both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution.Companies are tired of dealing with multiple cobbled-together communications solutions that require more resources to deploy and maintain, increase cost of ownership, and leave the business without a good way of collaborating across teams and business units. Customers and employees are too important to just maintain the status quo.With a unified platform, enterprises smartly connect departments, workgroups, contact centers, branch offices, and remote and mobile workers. The unified platform supports basic dial tone capability, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, and presence management. Companies want a platform that extends beyond call control to provide multichannel customer service calls, faxes, email, and messagingthathandles all types of communications quickly and consistently. Platform business users require streamlined real-time monitoring and end-to-end reporting capabilities that make it easy to ensure service quality across channels. Equally as important to the business are applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys to improve service performance on a continuous basis.In keeping with multi-modality requirements, companies must empower their employees, especially their sales force and field organizations with mobility-based applications to give them the same functionality as their in-office counterparts: company-wide presence, one-number find-me/follow-me, conferencing, ad-hoc call recording, and unified messaging, as well as speech-enabled access to email, calendars, and contacts from anywhere. Selecting a unified platform that supports basic to advanced communication capabilities becomes a competitive advantage.

Benefits:

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or line of business:

• Reduced Administration Costs: Asingle all-in-one platform approachenables you to better control communications while reducing costs. The PureConnect solution centralizes multichannel processing, system configuration, administration, and reporting. And because the customer doesn't have to source multiple vendors, fewer servers are required, allowing for a smaller data center footprint and resulting in a reduction in equipment and operational costs.
• Reduced Deployment Costs:
  • o The platform provides easy deployment and administrationthrough the ability to auto-configure PureConnect gateways for IP networks and VoIP. It also provides the ability to auto-provision and manage cost-saving IP phones. The PureConnect Interactive Update™ application handles service updates automatically.
  • o A scalable all-software architecture providesincremental application licensing that makes scalability straightforward and cost effective, as does its multi-site location independence and disaster recovery. With this capability, customers can deploy and manage applications – as needed, when needed – even to multiple sites and users wherever they’re located. The reliable, integrated application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.
• Reduced IT Operational Costs:
  • o The platform provides cost-effective multichannel customer service calls, faxes, email, web chats, SMS, online forms, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.
  • o The platform supports open interoperability and eliminatesvendor lock-in to proprietary hardware. Customers can leverage the standards-based platform to openly integrate with third-party PBX systems, IP PBX systems, IVR systems, and call recorders – or simply use the built-in features. It integrates easily to databases, web services, messaging platforms, back-office systems, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets.
  • o Desk phones are no longer necessary.Users are able to break free of location and hardware restraints and reduce business communications costs with a simple softphone. Users can make and take calls with just a browser and the Internet.

^*This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.

Summary:

This use case offers rich IP PBX functionality, together with basic unified communications features. Features include: IP PBX call processing, auto-attendant, full-featured operator console, complete desktop phone features, enhanced desktop client features, SIP softphone, real-time presence management, on-demand call recording and monitoring, conferencing, corporate and workgroup directories, embedded call controls for desktop applications, instant messaging, voice mail and unified messaging, multilingual support, and reporting. All of this functionality is built in to the Interaction Center server, so it’s merely a licensing exercise to use.

Business Flow Description:

Inbound PBX call or call to a business userCall options provided

1. The call routes to a business user.
2. The business user can use the client to pick up the call.
   1. If the business user has the find-me/follow-me option configured, the call is routed to the forward number configured.
   2. If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voice mail.
3. Unified communications provides notification of pending voice mail.

ACD user connects to PBX user

1. The ACD agent needs to reach out to a subject matter expert in the enterprise.
2. The ACD user can see the status of the subject matter expert in the client.
3. The ACD user can perform a warm-transfer to the subject matter expert.

Use Case Requirements (UI, Desktop, Reporting)

Business Logic

N/A

Distribution Logic

An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.

1. The ACD agent needs to reach out to a SME in the enterprise.
2. The ACD agent can see the status of the SME in the client.
3. The ACD agent can perform a warm-transfer to the SME.

Agent Desktop Requirements

See the PureConnect Installation and Configuration Guidehttps://help.genesys.com/cic/mergedProjects/wh_iandc/desktop/ic_installation_and_configuration_guide.htm

Reporting

See the Interaction Reporting Help landing page in the PureConnect Documentation Library

• https://help.genesys.com/cic/desktop/reporting.htm

PureConnect Reporting Technical Reference

• https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/reporting_tr.pdf

Assumptions

List any assumptions that are relevant for the realization of this use case. These include (non-exhaustive list):

General Assumptions

• The customer is an existing PureConnect on-premises customer.
• Or, the customer is an existing PureConnect cloud customer.

Use Case Interdependencies

• There are no use case interdependencies.

Premises-specific Assumptions

The customer is an existing PureConnect on-premises customer.

Cloud-specific Assumptions

The customer is an existing PureConnect Cloud customer.

Services - Use Case Additional Input

Services Input	Provide any details that will be helpful for Services Team in the use case implementation''''
Product	PureConnect
Bill of Materials
Prerequisites	The customer has an existing PureConnect installation. Specific sellable items are assumed to be in place.
ServicesDependencies	This section is specific for PS and to identify any assumptions that the PS Design relies on to deliver the use case. It may need to be a General or Services assumption.
Services: Order of Magnitude
Standardization Potential