Enabling agents to work from home

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.

Solution Description

Voice-only routing

Genesys Engage
(PureEngage Premise)

Genesys Engage Cloud

PureConnect Premise and Cloud

Genesys Cloud (PureCloud)

Enablement

Genesys Engage 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

Considerations and assumptions

  • Remote workers must have a voice endpoint that can be used.
  • For premises-based systems, limited reporting capabilities; for cloud-based systems, full reporting is available.
  • WFM and Forecasting Impact
  • For premises-based systems, no screen-pop or application access; for cloud-based systems, screen-pops to other cloud-based CRM tools should function.
  • For premises-based systems, potential PSTN cost for every remote agent logged in;  this doesn’t apply to cloud-based systems if agents leverage WebRTC.

Voice and digital with screen-pop using Genesys built-in remote worker/station feature

Genesys Engage (PureEngage Premise)

Genesys Engage 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 Engage 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

Considerations and assumptions

  • Remote workers must have a voice endpoint that can be used.
  • Agents have internet access/connectivity
  • Must be able to reach the corporate network (VPN)
  • Must have enough bandwidth to ensure quality of speech
  • Premises-based systems require a Genesys-supported VDI environment with Genesys desktop deployed; this does not apply to cloud-based systems
  • For premises-based systems, a Genesys SIP phone must be installed on the remote worker’s PC; for cloud-based systems, agents can use browser-based WebRTC
  • Access to company intranet might be required for UIs access and SIP connectivity

Security

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.

Reference Materials

Genesys Cloud

PureConnect

  • Web Applications Installation Guide (iConnect) – Click Here
  • PureConnect Apps in Terminal Services environment – Click Here
  • Connecting IceLib Applications over the internet (wss://) – Click Here
  • Interaction SIP Bridge – Click Here
  • Remote Stations – Click Here
  • Recommended SIP IP phones – Click Here

Genesys Engage

  • Genesys Engage SIP-Server deployment guide – Click Here
  • Genesys Engage supported IP phones – Click Here
  • Genesys Engage virtualization support Click Here
  • Genesys Engage WDE (Including ClickOnce and Virtual support) – Click Here
  • Genesys Engage WWE deployment guide – Please contact your Genesys representative​

For questions or inquiries related to the above, please see our FAQ or contact Customer Care.

Live Assistance

Live Assistance