Genesys Telecommunications Laboratories BV

Genesys PureEngage Cloud

The Genesys 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 —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.

Pricing

£105 per user per month

Service documents

G-Cloud 10

813309231493668

Genesys Telecommunications Laboratories BV

Kashaf Chaudhry

01276 457000

G-Cloud@genesys.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements
  • PSTN DDI or compatible SIP Endpoint
  • Microsoft Internet Explorer 10+ or Chrome web browser version 38+

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please refer to the service definition document.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Genesys Care for the Cloud is focused on optimizing your support experience through a global, live answer 7X24x365 support model, while helping you realize the full value of your solution and driving unprecedented outcomes. By offering one core level of support plus optional add-on services, you can tailor the level of cloud support you need and put the power of your Genesys Customer Experience Platform to work for you.
• 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.
• Flex Care for Cloud is an optional service and provides high touch services, designed to support critical environments.
o 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

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 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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems Other
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Please refer to the service definition document.
Accessibility testing Please refer to the service definition document.
API Yes
What users can and can't do using the API Please refer to the service definition document.
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Please refer to the service definition document.

Scaling

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

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
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 In-house
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process No
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 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
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

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 Details are available on request
Outage reporting Service reporting of any outages is via Customer Care channels including email notification.

Identity and authentication

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
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

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 User-defined
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Please refer to the service definition document.
ISO/IEC 27001 accreditation date Please refer to the service definition document.
What the ISO/IEC 27001 doesn’t cover Please refer to the service definition document.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Please refer to the service definition document.
PCI DSS accreditation date Please refer to the service definition document.
What the PCI DSS doesn’t cover Please refer to the service definition document.
Other security certifications No

Security governance

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 All policies are internal and annually reviewed by several 3rd parties for compliance and enforcement. Internal audits provide feedback about non-compliance and disciplinary action is taken to re mediate non-compliance.

Operational security

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, 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 even 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

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £105 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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