Genesys Europe B.V.

PureEngage Cloud

The Genesys PureEngage Cloud Customer Experience platform provides organisations with a complete customer contact service that will deliver consistent, seamless and personalised experiences across all touch-points. Whether via self-service or human-assisted, Genesys ensures alignment with the stage and type of the citizen’s journey.

Features

  • Complete, market leading omnichannel contact centre solution.
  • Agent Desktop – omnichannel desktop with complete interaction history.
  • Call steering—play announcements, collect information with DTMF and speech recognition.
  • Real-time reporting—Management by exception across all media.
  • Historical reporting—Comprehensive analysis of all interaction data.
  • Call recording and analytics—Fully compliant for quality and analysis.
  • Workforce management—forecast, schedule, and track performance.
  • Control – User-friendly UI for modification of IVR and routing.
  • Integration – Open standards and API-based for third-party application integration.
  • Browser based – compliant and user friendly web interfaces.

Benefits

  • Improve Customer Experience – First Call Resolution, personalization and consistency.
  • Improve Net Promoter Score.
  • Improve productivity, reduce handling times, avoid transfers and repeat information.
  • Reduce Total Cost of Ownership – Simplified single application.
  • Exceed SLAs – dynamic routing prioritisation.
  • Improve compliance – with quality monitoring evaluations.
  • Improve reactivity – with access to real-time monitoring and analytics.
  • Improve agility - support new locations or lines of business.
  • Anywhere access – work from any PC with internet access.
  • Service customers on the channels they want.

Pricing

£148 per user per month

Service documents

Framework

G-Cloud 11

Service ID

3 1 8 5 9 0 8 2 1 9 5 5 2 1 0

Contact

Genesys Europe B.V.

Kashaf Chaudhry

01276 457000

G-Cloud@genesys.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
- PSTN DDI or compatible SIP Endpoint
- Microsoft Internet Explorer 10+ or Google Chrome web browser
System requirements
Modern web browser (e.g. Google Chrome or Firefox)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is focused on your Support experience through a global, live answer 7X24 Support model.

1-Critical: A severe impact or degradation to Customer's business operations caused by intermittent disruption of Genesys Cloud Service.
Response Target: 15 minutes

2-High: Genesys Cloud Service is available and operational; moderate impact to Customer's business operation.
Response Target: 2 business hours

3-Medium: Genesys Cloud Service is available and operational; nominal and immaterial adverse impact to Customer's business operations.
Response Target: 4 business hours

4-Low: Customer requires information or assistance on the Genesys Cloud Service capabilities or configuration.
Response Target: 1 business day
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
• Business Care for Cloud is included with your service and provides self-guided access to Genesys Cloud knowledge, web portal case submission and proactive service advisories, platform and network monitoring 24x7, all platform upgrades and updates, unlimited, 24x7 phone support for case submission, defined response targets and access to real-time incident status via mobile devices. We also include engagement with a Genesys Advisor to ensure you achieve the business outcomes expected.
• Addition PureSuccess services catalog items are available.
• Genesys Care can optionally provide a Technical Account Manager (TAM). The TAM serves as a designated point of contact to Genesys Care whose goal is to establish and maintain a solid understanding of your business goals, operations, and priorities. A TAM combines that understanding with their Genesys expertise to mitigate risks to your operations.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our offer includes core training for standard, role-based training delivered via an eLearning environment for Agents, Supervisors and Administrators.
• Agents: Agent Desktop, Workforce Management for Agents, Using Salesforce Gplus Adapter
• Supervisors: Agent Desktop for Supervisors, Agent Setup, Platform Administration, Real-time Reporting, Historical Reporting, Workforce Management for Supervisors, Genesys Interaction Recording UI, Using Quality Management, Configuring GVP, Using GVP Reports
• Administrators: Designer for Business Users, Outbound

The Genesys University team specializes in creating and delivering training and enablement plans on the Genesys Customer Experience portfolio. Curriculums can be built to increase product knowledge, drive adoption and maximize the return on your CX technology investment. Our efforts help companies worldwide achieve faster time to value, improve productivity and mitigate risk so they can focus on delivering great customer experiences. This training can be delivered on-site or at Genesys offices.

Comprehensive role-based user guides are available online and to download.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Genesys will make Transition Services available subject to the parties’ execution of a separate statement of work at Genesys’ then-current time and material rates.
End-of-contract process
An agreed exit plan will be executed for which additional Professional Services fees may be applicable.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
No
API
Yes
What users can and can't do using the API
The PureEngage Cloud APIs are a collection of web APIs offered in PureEngage Cloud that send and receive data over HTTP in JSON (JavaScript Object Notation). You can use these APIs to create your own custom applications that integrate with Genesys.

You can use the Provisioning API to configure your Genesys environment, create users, and retrieve configuration data. You can use this API to:

- Create, read, update, and delete users
- Get skills for a user
- Import and export users
- Get DNs or agent groups
- Create, read, update, and delete application options that are available within Agent Setup

You can use the Statistics API to create a subscription for multiple statistics and then receive notifications when the values of those statistics change.

You can use the Workspace API to develop your own custom agent applications that integrate with Genesys. These applications can include features such as:

- Manage agent state
- Perform basic call control
- Perform conferences and transfers
- Enable supervisor monitoring
- Create, read, update, and delete user data
- Enable call recording
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Please refer to our service definition document for more information.

Scaling

Independence of resources
Genesys PureEngage Cloud is architected in such a way that Tenant data is isolated and securely separated to ensure that one tenant’s operations do not negatively impact another tenant’s operations. Additionally, resources are dynamically allocated (based on specific SLA) to ensure a well performing service.

Analytics

Service usage metrics
Yes
Metrics types
Please refer to the service definition document.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The Genesys Cloud service includes the ability to provide data export services. This includes the ability to export and integrate data collected from:
- Cloud workforce management
- Agent, Queue, Call Flow and Interaction metrics across all channels
- Interaction recordings and metadata
Data exports are automated and can be downloaded, using secure FTP, based on the customer preferred schedule.
Data export formats
  • CSV
  • Other
Other data export formats
WAV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The Genesys Cloud Service includes such characteristics as 24x7 systems monitoring and administration. Upon completion of Provisioning, the Genesys Cloud Service (excluding WFO and Reports) will be available 24x7x365 except for downtime in respect of which Customer has received at least 3 days’ notice and which downtime will not exceed five (5) hours per month (“Scheduled Downtime”). Genesys will use commercially reasonable efforts to (i) provide Scheduled Downtime during off-peak business hours (10pm – 5am eastern); and (ii) avoid Scheduled Downtime that would impact all Genesys Cloud Service data centers at the same time.
In the event that the Genesys Cloud Service is available for less than 99.99% of the total applicable time (excluding Scheduled Downtime) due to a “production outage” where the platform cannot process calls on behalf of Customer for the applicable month, Customer may request a credit subject to the Customer’s provision of written notice of such unavailability within thirty (30) days after the end of the applicable month. Such notice must contain a description of service incident including the date and approximate beginning and end time of the production outage service incident for Genesys’ verification.
Approach to resilience
Please refer to the service definition document.
Outage reporting
Service reporting of any outages is via Customer Care channels including email notification.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Role based access control and segmented management interfaces.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CIS – Certification & Information Security Services GmbH
ISO/IEC 27001 accreditation date
19/03/2018
What the ISO/IEC 27001 doesn’t cover
Please contact us for more information.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Verizon Business Services
PCI DSS accreditation date
02/11/2018
What the PCI DSS doesn’t cover
Please contact us for more information.
Other security certifications
Yes
Any other security certifications
  • HIPAA
  • SSAE18/ISAE3402

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Our security and operational controls are based on industry standard practices to meet ISO 27001, ISO 9001, HIPAA, PCI Service Provider Level 1, and SSAE16 Service Organization Control (SOC) guidelines. PureEngage Cloud also utilizes infrastructure deployed on Amazon Web Services (AWS). AWS provides the following letters of compliance and/or certification: ISM, ASD, ISO 9001:2008, ISO 27001:2013, ISO 27018:2014, ISO 27017:2015, Multi-Tier Cloud Security Standard Level-3 (CSP) Certification. AWS also undergoes frequent SOC 3 audits. A copy of the certifications and audit reports for AWS are available on the AWS website at http://aws.amazon.com/compliance/published-certifications.

We also adopt certain best practices:
• Centralized security information and event management (SIEM) is used to provide correlation of events and alerts.
• All connections to PureEngage Cloud secured via HTTPS and TSL.
• Encrypting all call recordings

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All changes follow a strictly defined change management process compliant with the PCI-DSS 3.2, ISO 27001, and SSAE-16.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Environments are scanned at least monthly. Security vulnerabilities are patched within 30 days. All other patches are applied on a quarterly basis
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Proactive monitoring supplies data for daily review by analysts and automatic processes provide event correlation. All potential incidents are immediately investigated and remediated as appropriate.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Each incident first goes through a triage process to determine if the platform is behaving as designed and the issue was due to a false alarm or a real condition, if the incident is a real issue, triage will determine the approximate cause. Once the approximate cause of the incident is determined, the incident will be assigned to the organisation best able to resolve the immediate incident. Each incident has an escalation path that depends on the organisation to which it is assigned, with defined intervals for escalating to the next level based on the severity of the incident.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£148 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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