We are all affected in some way by the Coronavirus outbreak. In times like these, you want to do everything possible to protect the health of your employees and to help contain the spread of COVID-19. To this end, several businesses around the world have enacted a work-from-home policy and we want to make sure you’re informed about your Genesys product’s technical capabilities that enable remote work.
Genesys
(PureEngage Premise)
Genesys Cloud
PureConnect Premise and Cloud
Genesys Cloud (PureCloud)
Enablement
Genesys built-in remote worker feature
Supports home/remote agents working from any location
Supports home/remote agents working from any location
Supports home/remote agents working from any location
Will work with any voice endpoint incl. PSTN (IP phone/mobile/landline)
Will work with any voice endpoint incl. PSTN (IP phone/mobile/landline)
Will work with any voice endpoint incl. PSTN (IP phone/mobile/landline)
Will work with any voice endpoint incl. PSTN (WebRTC/IP phone/mobile/landline)
No Genesys Desktop software required
No Genesys Desktop software required
No Genesys Desktop software required
No Genesys Desktop software required
To utilize a SIP endpoint, a PC is required
To utilize a SIP endpoint, a PC is required
To utilize a SIP endpoint, a PC is required
To utilize a SIP endpoint, a PC is required
No additional Genesys licenses required
No additional Genesys licenses required
No additional Genesys licenses required
No additional Genesys licenses required
Minimal Genesys configuration required
Minimal Genesys configuration required
Minimal Genesys configuration required
Minimal Genesys configuration required
Genesys (PureEngage Premise)
Genesys Cloud
PureConnect Premise and Cloud
Genesys Cloud (PureCloud)
Requires Genesys desktop (Workspace Desktop or Workspace Web edition)
All functionality available via web browser providing the web browser meets minimum requirements for Genesys Cloud and the agent has access to the company VPN.
Both client apps are supported: Interaction Desktop & Interaction Connect; Genesys recommends Interaction Connect
All functionality available via web browser providing the web browser meets minimum requirements for Genesys Cloud and the agent has internet access
Agent will work as in the office and will receive a screen-pop
All channels supported; e.g. voice and digital.
Other apps from the PureConnect Suite can work over the internet (with some restrictions)
All channels supported; e.g. voice and digital
Depending on network connectivity, allows agents to work on digital channels.
All applications are available via VPN and can be delivered via remote desktop sessions or VDI capabilities (Windows Terminal Services, Citrix etc.)
Internet bandwidth has to be sufficient for reliable voice communication.
All applications are available via VPN and can be delivered via a remote desktop session or VDI Capabilities (Windows Terminal Services, Citrix etc.)
Internet bandwidth has to be sufficient for reliable voice communication
No additional Genesys licenses needed
Agents working on digital channels only do not require a voice endpoint
Reporting and WFM are fully functional
WebSockets can be used only for apps utilizing Session Manager
Minimal Genesys configuration required
Other apps like Attendant or Administrator can work over VPN or in a remote desktop session
Minimal Genesys configuration required
No additional Genesys licenses needed
In all scenarios, corporate guidelines with regards to privacy and compliance with GDPR and other privacy regulations must be followed. For example, secure transactions in a non-office/non-managed environment where external factors are more difficult to manage e.g. Customer confidential data discussed over a voice call where other people could be present.
Genesys Cloud
PureConnect
Genesys
For questions or inquiries related to the above, please see our FAQ or contact Customer Care.
