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Q: Does my Genesys Platform support home / remote users?A: Yes. All Genesys systems support home/remote agents, including Genesys (PureEngage), PureConnect and Genesys Cloud (PureCloud).Q: What level of functionality will my users have while working remotely?A: Voice can be provided for remote users with minimal configuration and rapid availability.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: What are the minimum technical requirements for basic functionality?A: If your agents have voice endpoints (landline, mobile) at their remote location, they can be configured to service voice calls using remote agent voice Functionality. If your agents also have a personal computer and internet connection, they can gain access to the contact center on your corporate network in a variety of ways.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: Can I use the web version of client applications if I have not deployed all the needed Genesys components?A: Yes. If you have a cloud system, client applications are natively accessible through the web. If you have a premises-based system, please contact your local Genesys representative or Customer Care, who will be able to assist.Q: How do I validate that my network will ensure that my agents can work efficiently in a remote scenario?A: Genesys can help verify your Network Topology and provide consultation on best practices, required bandwidth for your network (LAN/WAN), security requirements and data privacy.Q: If I enable basic functionality, what kind of phones can my remote users utilize?A: Genesys voice will work with every phone even over PSTN (IP phone/mobile/landline). If your system supports WebRTC, it will work with the browser.Q: If my users work remotely, do they require additional Genesys licensing?A: Additional licenses are not required to work remotely. If you are experiencing an increase in customer interactions, we do have a Temporary Licensing Program that can assist you during this time. Please contact your Genesys representative who can advise you on available options.Q: Can I setup and configure remote agents myself, or do I need to engage Genesys?A: Genesys voice requires minimal configuration and can be enabled using your own internal

HomeSalesforce Lightning Experience Note: This article applies to Genesys Cloud for Salesforce.You can use Genesys Cloud for Salesforce with Salesforce Classic or Lightning Experience. The managed package that you download from the App Exchange includes two definition files: one for Salesforce Classic and one for Lightning Experience. You can associate your Salesforce user with either definition file, but not both simultaneously.Tip: For a better overall experience and additional functionality with Genesys Cloud for Salesforce, use Lightning apps with console navigation.Lightning apps setupTo use Genesys Cloud for Salesforce with Lightning Experience, set up your Lightning apps to use the Salesforce softphone. In Lightning Experience, click Gear in the top toolbar. Click Setup. Search for App Manager. Under Apps, click App Manager. Either edit an existing Lightning app by clicking Arrow and Edit), or create a Lightning app by clicking New Lightning App. Under App Setting, click Utility Items. Click Add Utility Item. Select Open CTI Softphone. Leave the default settings and click Save.For more information, see Add a Utility Bar to Lightning Apps in the Salesforce documentation.Lightning Experience limitationsLightning Experience in Genesys Cloud for Salesforce depends on the robustness of the Lightning Experience functionality. Currently, Lightning Experience has a few limitations with CTI that Salesforce Classic does not. Interaction attributesLightning Experience does not allow Genesys Cloud for Salesforce to save interaction attributes to fields that the Salesforce user does not have access to. For example, you configure Genesys Cloud for Salesforce to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in reports.Note: In Lightning Experience, agents must have write access to fields that are used in Activity Field Mapping. For more information, see Map interaction attributes. Screen

To install and configure Tenfold for Salesforce Service Cloud Voice (BYOT), complete the instructions in the following sections:Supported CRMs:SalesforceSupported PBX systems:Avaya CC Elite (CM/AES) with ACI (to enable real-time call transcriptions)IntroductionService Cloud Voice is a CTI solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a better phone-based service experience. By means of the Bring Your Own Telephony initiative, a product line that enables Salesforce Ecosystem Partners to integrate non-Amazon Connect phone systems into Salesforce Service Cloud Voice, Tenfold now offers Tenfold for Service Cloud Voice, the Tenfold product integrated with Service Cloud Voice.Service Cloud Voice helps agents improve their performance in multiple ways:Customer calls are more personalized, consistent, and efficient through better tools and insights for agents.Call transcription allows agents to be more productive by removing the need for note taking and end-of-call wrap-ups.Einstein provides predictive AI features and a single source of truth to agents.Running phone channels inside Service Cloud lets agents learn more about callers from social media and the web.Agents and supervisors can get real-time Omni-Channel visibility from the console, improving training and coaching.GlossaryAvaya Conversational Intelligence (ACI): Avaya Conversational Intelligence (ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. ACI provides Tenfold with real-time call transcriptions.Bring Your Own Telephony (BYOT): An alias of Service Cloud Voice for Partner Telephony. This is the program name for integrating non-Amazon Connect phone systems with Salesforce Service Cloud Voice.Identity Provider (IdP): An identity provider (IdP) is a service that stores and manages digital identities. Companies use these services to allow their employees or users to connect with the resources they need. They provide a way to manage access, adding or removing privileges, while security remains tight.Tenfold Cloud: Tenfold’s born in the cloud iPaaS platformTenfold Cloud Connect (TCC): TCC is Tenfold’s next-generation on-premise framework for integrating with on-premise phone systems like Avaya CM, Cisco Finesse, and Genesys PureEngage, to name a few.Voice Call: A core object of Salesforce Service Cloud Voice. This object represents the logged phone call replacing the need for logging a phone call activity in the Task object. This record has advanced functionality such as showing post-call analysis, real-time transcription, and more.Benefits of Tenfold with Service Cloud VoiceThe Tenfold platform integrates your Avaya system with Salesforce Service Cloud Voice to enable critical call center functionalities within Salesforce.Service Cloud Voice makes the following Tenfold features available via Avaya:FeatureDescription NotesScreen popPops the VoiceCall record associated with the phone call.Click to dialEnables dialing a phone number by clicking on it.Phone numbers must be stored within Salesforce in the E.164 format.The voice platform must accept E.164 format phone numbers, including the leading plus sign (+).Tenfold only passes digits within the phone number field. The only non-integer that is passed is a leading plus sign (+).Call controlsControls the call natively

Genesys Mixer Synthesis quickly explores a variety of practical mixer circuits, so that RF circuit and system designers of all skill levels can start with a working topology, tuned to their frequency plan. Other Genesys capabilities can then be used to extend the mixer performance, consider novel design approaches, and make the design more manufacturable by analyzing sensitivity to component tolerances.Genesys Mixer Synthesis is best used in conjunction with the Harbec harmonic balance nonlinear circuit simulator. It provides a series of starting application templates for synthesizing 11 different mixer topologies. Designers use the synthesis results as the basis for realizing designs using commercial devices, substrates, and physical model sets. Mixer Synthesis also makes a good technology evaluation tool, comparing the strengths and weaknesses of various mixer topologies with regard to conversion gain, image rejection, and other performance parameters.Product Features11 topologies, including BJTs, FETs, and passive diodesProvides insights into the theory of operation, applicable frequency range, and performance tradeoffsThis powerful synthesis capability is available in the following Genesys bundles:W1322BP Genesys Core, Synthesis BundleW1324BP Genesys Core, Synthesis, Circuit BundleW1325BP Genesys Core, Synthesis, EM BundleW1326BP Genesys Core, Synthesis, Circuit, System BundleW1327BP Genesys Core, Synthesis, Circuit, EM BundleW1328BP Genesys Core, Synthesis, Circuit, System, EM BundleW1336BP Genesys Core, Synthesis, Circuit, System, Modulated RF BundleW1338BP Genesys Core, Synthesis, Circuit, System, Modulated RF, EM Bundle

Genesys is set to productize contact center technology from LogMeIn Bold360, Exceed.ai and Pointillist acquisitions to better compete with Microsoft, Zoom and Salesforce. Contact center technology vendor Genesys plans to release new tools that better orchestrate messages across voice and online channels, including a new integration with Zoom Phone. "Experience orchestration" will be the theme of Genesys' Xperience 2022 digital user conference on Wednesday. Expected to be released are new conversational AI features that generate and track customer service engagements and automate some aspects of service with AI-enabled knowledge base content through digital channels such as chatbots, email and social sites such as WhatsApp and Facebook Messenger. The features are built from LogMeIn Bold360 technology that Genesys acquired last year, as well as the acquisitions of Pointillist and Exceed.ai. Genesys also will bundle Zoom Phone unified communications as a service (UCaaS) with Genesys contact center systems. It also integrates with competing UCaaS providers such as 8x8 and RingCentral. Genesys will offer Zoom Phone through its sales channel because customer demand has picked up for Genesys bundled with Zoom UCaaS, said Mike Szilagyi, senior vice president and COO of product management at Genesys. The Genesys-Zoom bundle makes joint functions such as transparent presence -- to connect contact center agents with experts in the company who might be able to help solve customer problems -- more straightforward to integrate, Szilagyi said. Early users of the bundle may be existing Zoom video conferencing customers. Companies that would utilize the Genesys-Zoom package will likely be large enough to support a contact center of 20 agents or more, Szilagyi said. Cloud capabilities the future of customer service The partnership sounds like it might be a prelude to bigger things to come between Genesys and Zoom, said Dan Miller, founder of Opus Research. Genesys' relationship with Zoom is a bit more complex than with other telephony and video conferencing providers, as Zoom was one of the primary companies -- along with Salesforce and ServiceNow -- backing the company's $580 million funding round in December. Genesys also directly competes with Zoom for contact center business, as Zoom

October, 150 in November, and 180 in December, Genesys will charge you based on the peak usage, which was 200 concurrent users in October. This model ensures you’re paying for the maximum capacity you might need during the billing period, accommodating any fluctuations in usage throughout that time frame. Genesys’ concurrent user pricing model is only available for businesses with all their offices in the same region.Now that we’ve addressed that, let’s examine the exact cost and features of different Genesys packages.Genesys PackagesBest ForFeaturesPricing (Billed Annually)Genesys Cloud 1 (Voice)Small businesses looking for cloud contact center softwareBlended call center supportCall routing and interactive voice response (IVR)Call recording and callbackAPI accessUnified communications$75/user (per month)Genesys Cloud 2 (Digital)Small and mid-sized organizations scaling their digital communicationQuality managementDigital workspaces for contact center agentsMedia sharing toolsKnowledge base$95/user (per month)Genesys Cloud 2 (Digital + Voice)Mid-sized and enterprise businesses delivering omnichannel experiencesCustomer journey configurationFull-on analytics across channelsOmnichannel reporting and performance dashboardsCallback (IVR and web)$115/user (per month)Genesys Cloud 3 (Digital + WEM)Enterprise businesses streamlining their contact center operationsEmployee activity dashboardsAI-powered scheduling and forecastingSentiment analysisVoice of customer capabilities$135/user (per month)Genesys Cloud 3 (Digital + WEM + Voice)Enterprise businesses with extensive workflow management capabilities Gamification for employee engagementSpeech and text analyticsVoice outbound campaignsHistorical reporting$155/user (per month)Add-on (AI Experience)Voice and Digital plan subscribersPredictive engagementAgent assistantStarts at $40/monthGenesys Cloud EXAdvanced workforce management across all plans Resource managementPerformance managementStarts at $90/month Genesys Cloud 1 (Voice)Starting at $75/user per month, Genesys Voice is ideal for smaller businesses looking to implement a cloud contact center. It