{"id":203348,"date":"2020-01-15T05:51:11","date_gmt":"2020-01-15T13:51:11","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=203348"},"modified":"2020-01-15T05:51:13","modified_gmt":"2020-01-15T13:51:13","slug":"genesys-reference-architecture-blueprints","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-reference-architecture-blueprints","title":{"rendered":"Genesys Reference Architecture Blueprints"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Genesys Reference Architecture Blueprints<\/h1><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Reference-Architecture-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Reference-Architecture-DS-resource_center-EN.jpg\" alt=\"Genesys Reference Architecture Blueprints\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Benefits<\/h4><ul>\n<li>Ensures optimal integration of all capabilities and channels to maximise ROI<\/li>\n<li>Accelerates deployment to realise benefits more quickly<\/li>\n<li>Reduces project risk by leveraging a proven architecture validated by Genesys engineering<\/li>\n<li>Reduces cost by addressing sizing, deployment, and on-going operational needs<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Blueprints Include<\/h4><ul>\n<li>Logical architecture<\/li>\n<li>Deployment view, including virtualisation<\/li>\n<li>Central and multi-site configurations<\/li>\n<li>Supported call flows and use cases<\/li>\n<li>Integration, configuration, and sising guidelines<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-image\" ><div class=\"text-col\"><h3><\/h3><p>Customers use a wide variety of channels to connect with your business for sales and support. To address their needs, you\u2019ve deployed contact centre solutions to bridge the gap between your customers, employees, and back-office systems. Contact centre solutions have evolved to become customer experience platforms, reflecting the vast number of channels, intelligence, and analytics that they offer to orchestrate optimal service experiences.<\/p>\n<p>Deploying your customer experience platform correctly is critical to maximise your return on investment and the benefits it delivers for your customers, employees, and operational staff. The <a href=\"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-customer-experience-analytics\">Genesys Customer Experience Platform<\/a> has been deployed globally in organisations large and small to meet the needs of businesses just like yours, enabling us to establish best practices and package this knowledge within architecture blueprints.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/resources\/avaya-migration?utm_source=linkedin&amp;utm_medium=paidsocial&amp;utm_campaign=website\">Genesys Reference Architecture Blueprints<\/a> are a framework to help partners and customers deploy a proven architecture to meet common business use cases. They deliver a set of standardised tools and proven design patterns based on analysis of real-world implementations. They are a tool to help to understand and replicate best-practice approaches. These blueprints describe a proven architecture on which standard and custom use cases are layered. Genesys has defined standard use cases that include the business benefits, logic, and analytics to help you quickly see measurable results.<\/p>\n<p>Blueprints detail the Genesys and thirdparty components in the solution along with deployment guidance for topics including sising, networking, security, high availability, disaster recovery, and serviceability. Genesys engineers have validated each blueprint to deliver consistent, low-risk deployment with optimised business operations.<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column css=&#8221;.vc_custom_1579096234473{margin-top: -150px !important;}&#8221;]<div class=\"section-grid has-title has-desc\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Reference Architecture Use Cases<\/h2><p>Genesys Reference Architecture Blueprints address the following use cases:<\/p><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Common Components<\/h4><ul>\n<li>Orchestration\u2014 Business rules to control the routing of interactions in the contact centre, including real-time visibility into contact centre resources and integration into external services for enhanced business routing decisions<\/li>\n<li>Reporting\u2014Web-based access to real-time and historical reporting across all interactions and channels<\/li>\n<li>Configuration and Management\u2014Centralised configuration and management of all Genesys applications and resources<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">SIP Voice Blueprint Use Cases<\/h4><ul>\n<li><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/call-center-software\">Contact Centre Services<\/a>\u2014Routing to agents, agent desktop, supervisor functions, and outbound dialing<\/li>\n<li>Media Services\u2014Announcements, music on hold, qualification and parking, conferencing, call progress detection, call recording, and voicemail<\/li>\n<li>Voice Communications\u2014Phone features (make call, transfer, forwarding, caller ID, conferencing), dial plans, voicemail, etc.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Digital Channels Blueprint Use Cases<\/h4><ul>\n<li>Proactive Engagement\u2014Monitor, identify, and proactively engage web visitors in conversations that support business objectives<\/li>\n<li><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/live-chat-software\">Chat<\/a>\u2014Provide live assistance to customers via chat<\/li>\n<li><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/email-contact-center\">Email<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\">SMS<\/a>, and <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/social-media-customer-service\">Social<\/a>\u2014Provide text analysis, routing, and distribution of customer service emails, text messages, and social media comments to optimal agents<\/li>\n<li>Mobile Engagement and Callback\u2014Enable customers to request customer service on their terms from mobile phones or other devices<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Interaction Analytics and Recording Blueprint Use Cases<\/h4><ul>\n<li>\u00a0Interaction Acquisition\u2014Voice, screen, and text recording for compliance and control<\/li>\n<li>Analytics Processing\u2014Recognition, indexing and categorisation of all acquired interactions<\/li>\n<li>Dashboards and Reporting\u2014Drill-down on categories\/KPIs, search\/trending\/ discovery, quality management, and coaching<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Workload Management Blueprint Use Cases<\/h4><ul>\n<li>Capture Tasks\u2014Address a broad range of enterprise work sources such as workflow systems, order management systems, and CRM systems<\/li>\n<li>Calculate SLAs\u2014Classify tasks and prioritise<\/li>\n<li>Distribute Tasks\u2014Find the best resource to handle a task whether in the front office, back office, outsourcer, or at a branch<\/li>\n<li>Reporting and Management\u2014Deliver real-time dashboards and historical reporting on backoffice workload<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Workforce Management Blueprint Use Cases<\/h4><ul>\n<li>Forecasting\u2014Predict contact centre workload and staffing requirements based on historical data or user-defined templates<\/li>\n<li>Scheduling\u2014Create agent schedules that comply with user-defined business constraints and optimal resource allocation<\/li>\n<li>Performance Monitoring\u2014Compare the forecast and schedule based on actual contact centre needs<\/li>\n<li>Real-Time Adherence\u2014Compare the current to scheduled agent status<\/li>\n<li>Agent Self-Service\u2014Distribute schedules, enter preferences, time off, and schedule bidding\/trading<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Reference-Architecture-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][vc_row][vc_column css=&#8221;.vc_custom_1579096234473{margin-top: -150px !important;}&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":4027,"template":"","tax_priority":[54],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[17005],"tax_segment":[],"class_list":["post-203348","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_sector-public-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203348","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203348\/revisions"}],"predecessor-version":[{"id":218284,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203348\/revisions\/218284"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/4027"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=203348"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=203348"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=203348"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=203348"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=203348"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=203348"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=203348"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=203348"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=203348"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=203348"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=203348"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}