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Genesys Cloud offers web, mobile, and desktop apps to provide flexible access to Genesys Cloud capabilities. The web app allows access from any browser. Mobile apps for iOS and Android enable users to stay connected on the go. The desktop app separates Genesys Cloud from the browser and allows it to run in the background. Key features include collaboration, scheduling, and communicating on mobile apps as well as automatic startup and background running on the desktop app. The apps aim to provide seamless access to Genesys Cloud functionality across devices.

Genesys Cloud is a cloud-based contact center platform that leverages microservices architecture, single core architecture, and Genesys Cloud Voice architecture on AWS to enable continuous delivery of new features and capabilities. It provides voice, messaging, AI, analytics, and workforce engagement capabilities through APIs and web interfaces. Key details include its use of Elasticsearch, single sign-on with identity providers, and deployment across multiple AWS regions with special requirements in India and UAE. It utilizes a continuous delivery model to frequently deploy incremental changes and communicate them through pre-release notes and release notes.

Genesys Cloud is a contact center platform that helps prepare for adoption by providing advice from Genesys consultants on key areas like planning, enablement, testing, and more. The articles cover preparation questions and actions to collect data, identify business needs, educate teams, make schedules, assign roles, analyze planning data, and prepare for testing. Recommendations include reading the articles, discussing questions and actions as a team, delegating tasks to appropriate agents, remaining flexible but avoiding major disruptions, and focusing on action items to ensure readiness to partner on system configuration.

Genesys Cloud's comprehensive support system operates globally with 24/7 availability through multiple channels, including web portal, phone, and self-service options. Support access is granted to designated contacts who complete the My Support registration process, with credentials delivered within 48 hours. The service implements a tiered support structure based on license types (Collaborate, Communicate, or Genesys Cloud CX 1-4) and features specialized support models for US and EEA regions. Issues are categorized into three primary severity levels: Critical (Level 1) for business-critical failures, High (Level 2) for degraded performance, and Medium (Level 3) for non-critical issues. Response times vary by severity, with Critical issues receiving 10-minute phone response and others getting 2-hour responses through the support portal. Platform-level restoration targets range from 4 hours for Critical issues to 5 business days for Medium severity, with Root Cause Analysis provided within five business days for Critical incidents. Case management requires designated contacts to perform initial troubleshooting, maintain active engagement, and provide detailed information including organization ID and issue descriptions. Cases can be escalated based on priority and business impact, with specific requirements for both high and low-priority escalations. Unresponsive cases are closed after three business days, while resolved cases close three days after resolution if no issues are reported. Recent documentation updates have refined terminology, updated portal links, and streamlined the case escalation process.

Genesys Cloud provides legal agreements, privacy policy, terms and conditions, service level agreements, warranty information, and intellectual property details. It offers general copyright, trademark, terms and conditions, and service level agreements. There are specific terms and conditions for purchasing Genesys Cloud services, trials, security, and professional services. Genesys Cloud also provides social third-party terms and conditions and a beta feature agreement. It outlines copyright, trademark, patent information, and procedures for copyright infringement claims.

Genesys Cloud core regions have full availability of features and services, except Agent Copilot which has partial availability in EMEA (Zurich). Satellite regions Middle East (UAE), Asia Pacific (Osaka), and EMEA (Zurich) have partial availability of Cloudfront content delivery and firewall allowlisting. Specific capabilities unavailable are Answer Highlight and RAG for Agent Copilot in EMEA (Zurich), and Cloudfront content delivery for firewall allowlisting in Middle East (UAE) and Asia Pacific (Osaka). Full availability is expected in coming weeks as announced on November 1, 2024.

The Genesys Cloud Resource Center offers how-to and reference articles, FAQs, a glossary, and a video library to help you learn about Genesys Cloud features, capabilities, and use cases. Review the Release Notes for the latest updates. You can access the Resource Center directly from within the Genesys Cloud product. Need help while using the product? Use the Resource Center to get support for product pages and search topics. To explore APIs, the development platform, or CLI tools, visit the Genesys Cloud Developer Center. To connect with peers and experts, join the Genesys Knowledge Network, the Genesys Community, or the Customer Advocacy Program.

Genesys Cloud playbooks outline solutions to address business needs, providing guided journeys with step-by-step instructions and practical examples to help users master Genesys Cloud tools. Playbooks showcase key features and use cases to optimize customer journeys proactively.

Genesys Cloud Professional Services offers help to organizations of all sizes, from self-starters needing little assistance to those requiring dedicated help and ongoing engagement. Services include Success Services for 24/7 emergency phone support, priority queuing, enablement events/webinars, and a named services manager. The Jumpstarts offering provides quick deployment of Genesys Cloud with best practices for inbound voice and recording. The shared success model enables customers to become increasingly self-sufficient.

Genesys Cloud provides robust security and compliance capabilities across various standards and regulations. It enables GDPR, CCPA, FedRAMP, HIPAA, HDS, and PCI DSS compliance. Key features include data encryption, access controls, audit logs, and advanced security monitoring. Genesys prioritizes customer data privacy and provides transparency through detailed compliance documentation. Customers can configure security settings like retention policies and credit card masking to meet their specific needs. Overall, Genesys Cloud aims to make compliance simple while ensuring the highest levels of data protection.

Genesys Cloud provides online training courses, quick start packages, partner enablement services, and customer care support to help organizations set up and use Genesys Cloud's features for call routing, assigning roles, and enabling self-service. The platform aims to enable organizations to control their customer engagement journey with minimal effort through cloud-based services and self-support. Key capabilities include call routing, role assignment, telephony provisioning, and access to enablement resources like training courses and professional services.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud provides use cases that describe enhanced customer experience solutions to meet real-world business needs. Genesys Cloud use cases outline business scenarios and solutions applicable in Genesys Cloud, including Work Automation, Customer Authentication, Voice Payment, Outbound Dialer, SMS & Email Notifications, Email Routing, Chat Routing, Co-Browse, SMS Routing, Chatbots, Messaging, Predictive Engagement, Voicebots, Personalized Routing with Callback, Contact Center Optimization, Virtual Agent, Agent Assist, Agent Copilot, Business Communications, CRM Collaboration, Voice Services, UCC Third-Party Integration, Quality Assurance and Compliance, Resource Management, Employee Performance, and Unified Experience from Genesys and ServiceNow. The use cases provide key technical details on features and capabilities to support specific customer engagement use cases.