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
(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

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

To utilise a SIP endpoint, a PC is required

No additional Genesys licenses 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 (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

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

Genesys Cloud system requirements – Click Here
About apps (Web, Desktop & Mobile) – Click Here
About phones – Click Here

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

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

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

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.