Genesys Cloud CX - Jumpstart Package

Discovery & Design

• Kickoff Session
• Introduce the Genesys team, discuss engagement timeline and review Cloud readiness
• Up to three (3) days of Discovery and Requirements session(s) with one (1) dedicated remote resource to gather functional requirements
• Completion of relevant Functional Worksheet(s)

Genesys Cloud Infrastructure Adivsory Service

The purpose of the Genesys cloud network consulting is to help customers understand the network configuration required to access Genesys Cloud, and VoIP resources to provide resilient and dynamic streaming audio options. Genesys will deliver the following items as part of a Genesys Cloud Infrastructure Advisory Service:

1. Infrastructure Advisory Service: Genesys will provide an Advisory Service with customer technical resources to present Genesys Cloud VoIP streaming options (WebRTC, SIP, BYOC, Genesys Cloud Voice).
2. Firewall Configuration Requirements: Genesys will consult with the customer to present the requirements for successful communications through the customer firewall/infrastructure to Genesys Cloud communications endpoints (AWS, local edges, internet domains, etc.)

Genesys Cloud SIT Assistance (VoIP)

Genesys Cloud System Integration testing will be performed to verify successful communications to Genesys . Cloud infrastructure endpoints for seamless streaming VoIP audio. System Integration Testing (VoIP) will ensure the following:

1. Ability to place and receive call with bi-directional audio
2. Troubleshoot communications issue related to successful streaming audio
3. Troubleshoot/verify SIP/WebRTC audio to Genesys Cloud communications endpoints
4. Perform packet analysis to troubleshoot/isolated Genesys Cloud Communications issues

Customer Responsibilities

Any recommendation Genesys provides to deploy and/or remediate identified communications issues will be based on general best practices for deploying Genesys Cloud. Customer is responsible for evaluating the risk of applying these recommendations within their own environment and effecting any changes within their own network.

Genesys Callback

No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment (Genesys Call Routing for Genesys Cloud) with configurable wait time announcements and callback offers.

Genesys Voice Recording

You need to reliably record calls to help agents get better, enhance the customer experience, and manage risk. When recordings are not complete or available, you risk being out of compliance and lose valuable information that could be used to improve efficiency and make customers happier. Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, reliably records 100% of calls, makes it easy to search and access recordings, and doesn't lose a beat with transfers.

Genesys Quality Management

Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it's not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions and then generate the results in a consistent and automated manner. Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are the most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you're strong and where you could improve.

Early Adoption Service

This is a remote, 30-day engagement with the Genesys Concierge team to focus on your ongoing operational and technical questions related to your configured Genesys Cloud solution. Includes access to Concierge Services for thirty (30) calendar days: • Up to twenty (20) minutes daily, business-hours check-ins with customer contact to support the Genesys Cloud solution and assist with configuration questions • Provides ability to send messages that are non-critical in nature directly to Early Adoption lead

Genesys Beyond Subscriptions

This package includes TWO (2) named 12-month subscriptions to Genesys BeyondCX. BeyondCX is a comprehensive, subscription-based eLearning program that equips contact center leaders and agents with the skills needed to bring human and digital interactions together to deliver a truly unique and meaningful customer experience.

*Assumptions: *

• You must have a configured, production Genesys Cloud solution *
• Genesys recommends one or more of the Genesys Cloud certifications in order to successfully administer the platform and realize maximum value from Genesys Cloud