Continuous Engagement Services


PureCloud offers the following outcome-based engagements to help you accelerate the adoption of new features, functionality, and best practices into your existing PureCloud solution. 


Customer Value Statement

With this service, begin implementing your first quality evaluation form and policy.

Engagement Structure

This service includes a 4-hour remote engagement with a PureCloud consultant with additional consultation time as needed.

  • Initial review of quality evaluation functionality and options.
  • Configuration of basic quality evaluation form and policy related to your use case.
  • Review and demonstration of quality evaluation to ensure overall experience is understood.
  • Equip you with the knowledge to create and update additional quality evaluations.
  • Up to 2 hours of remote consultation across 5 business days following the first engagement.

Prerequisites

  • A configured and working inbound voice solution.


Customer Value Statement

Take the first step towards leveraging the robust PureCloud public API by accelerating a Proof of Concept solution focused on solving for your chosen use case.

Engagement Structure

This service is a two-week engagement with a designated PureCloud API expert.

  • Definition – 1 day requirements workshop to define vision and scope for length of engagement.
  • Education – Discussion around relevant API methods, best practices, and Resource Center information.
  • Creation: Creation of a happy-path Proof of Concept solution per requirements definition.
  • Validation: Review of Proof of Concept solution against use case goals with documented steps to demonstrate functionality.

Prerequisites

  • Be familiar with REST APIs and common JavaScript libraries/frameworks.
  • Provide a location to host Proof of Concept solution once this engagement ends.


Customer Value Statement

A PureCloud consultant that evaluates how your agents interact with your customers and provides recommendations around Scripts to improve how your agents interact with your customers.

Engagement Structure

This is an 8-hour, remote engagement with a PureCloud consultant.

  • Initial review of agent script functionality and options.
  • Configuration of basic agent script related to your use case.
  • Review and demonstration of agent scripts to ensure overall experience is understood.
  • Equip you with the knowledge to create and update additional agent scripts.

Prerequisites

  • A configured production PureCloud solution.


Customer Value Statement

Engage 1-on-1 with a PureCloud API expert to validate the design and approach of your chosen use cases, co-create proof-of-concept solutions, and leverage our packaged PS toolkit and pre-built services to achieve faster production results and time to value.

Engagement Structure

This is a 4-week engagement with a PureCloud API expert to learn your desired business outcomes and accelerate design & creation of API solutions.

  • Delve into your use cases & desired outcomes to validate API solution designs.
  • Access to and training on our packaged Services API.
  • Understanding of your ongoing business drivers and needs related to developed API services and your implemented PureCloud solution.
  • Co-creation of happy-path Proof of Concept solutions per requirements definition.
  • Ongoing API consultation and assistance.

Prerequisites

  • Be familiar with REST APIs and common JavaScript libraries/frameworks.
  • Provide a location to host Proof of Concept solution once this engagement ends.


Customer Value Statement

Pair yourself with a PureCloud Dialer expert to fast track your understanding of Dialer campaign setup and configuration within your PureCloud solution.

Engagement Structure

This service is a remote engagement spread across 2 weeks.

First call (4 hours)

  • Initial review of Dialer campaign functionality, configuration options, best practices.
  • Configuration and demonstration of base outbound campaign within your PureCloud solution.

Second call (2 hours)

  • Review any related questions and prepare you for creation/updating of additional campaigns.

Up to 4 hours of remote consultation & review across this engagement.

Prerequisites

  • A dialable contact list ready for import into PureCloud


Customer Value Statement

Take the first step towards leveraging the Amazon Lex integration by accelerating a Proof of Concept solution focused on solving for your chosen Lex use case.

Engagement Structure

This is a 4-hour, remote engagement with a PureCloud Architect expert followed by optional consulting hours.

  • Use case definition of Lex integration.
  • Application installation and assistance authorizing PureCloud to customer’s AWS environment.
  • Configure 1 ‘Call Lex Chatbot’ action as basic Proof of Concept related to defined use case.
  • Review of Proof of Concept solution against use case goals with documented steps to demonstrate functionality.
  • Up to 4 hours of remote consultation across 5 business days following the first engagement.

Prerequisites

  • An AWS environment with a configured Lex bot.


Customer Value Statement

An experienced Genesys Consultant will work with the contact center leadership, workforce management resources and agents to successfully implement PureCloud workforce management. This comprehensive engagement addresses best practice use, tool configuration and proven management techniques to encourage adoption and desired business outcomes.

Engagement Structure

Over the course of three onsite engagements the Genesys consultant will facilitate interactive sessions designed to identify contact center and workforce management priorities, assess the effectiveness of current contact center planning processes, and set appropriate and complementary scheduling objectives.

  • Discovery: Up to two days, onsite requirements, introduction to the tool, discovery session to define use cases and goals.
  • Training Practicum: Up to three days, onsite guided configuration workshop of the PureCloud solution per the defined use cases.
  • Follow Up: Up to two days, onsite question and answer sessions and management guidance on intraday performance, agent adherence, schedule management, and reporting capabilities to encourage successful use of the workforce management tool.
  • Remote Support: Up to 24 hours of remote consultation within 90 calendar days of the Training Practicum.

Prerequisites

  • Appropriate PureCloud licensing (PureCloud 3).
  • PureCloud in production and collecting historical data (stable routing configuration) for a minimum of 30 days.


Customer Value Statement

A PureCloud consultant that will evaluate how your customers engage with your business and provide recommendations and consulting on recommended channels to better improve how your customers engage with your business.

Engagement Structure

This is a 1-week engagement across several workshops working with a PureCloud Professional Services expert.

  • Definition: 1 day of discovery understanding the flow of your business and how your customers engage with your agents.
  • Education: 2 days of business consulting on suggested channels to add to your PureCloud solution.
  • Review: 1 day, remote review of deployed solutions.
  • Up-to-8 hours of remote consultation across 5 business days following the Review session.

Prerequisites

  • A configured, production PureCloud solution.
  • Proper licensing to support omnichannel.


Partner Value Statement

Leverage our PureCloud experts to augment and accelerate an upcoming customer implementation. This service provides access to Professional Services throughout each stage of your project lifecycle to consult and assist with project services.

Engagement Structure

This service is recommended for Partners who are performing their first PureCloud implementation and are familiar with both Cloud & Contact Centers.

  • Up to 8 hours of consulting for each of the following:
    • Project setup and planning
    • Locations Service
    • UAT Planning & Support
    • Train-the-Trainer Support
  • Up to 16 hours of consulting for each of the following:
    • Discovery & Design
    • PureCloud Configuration
  • Up to 24 hours of consulting for Go-Live Planning & Support

Prerequisites

  • Partner must provide trained and certified resources to deliver the project solutions & services.
  • Partner should have experience in Cloud & Contact Centers.


Partner Value Statement

Leverage our PureCloud experts to augment and accelerate an upcoming customer implementation. This service provides access to Professional Services throughout each stage of your project lifecycle to consult and assist with project services.

Engagement Structure

This service is recommended for Partners who have performed previous PureCloud implementations and are familiar with both Cloud & Contact Centers.

  • Up to 8 hours of consulting for each of the following:
    • Project setup and planning
    • Locations Service
    • Discovery & Design
    • PureCloud Configuration
    • UAT Planning & Support
  • Up to 16 hours of consulting for Go-Live Planning & Support

Prerequisites

  • Partner must provide trained and certified resources to deliver the project solutions & services.
  • Partner should have performed previous PureCloud implementations.
  • Partner should have experience in Cloud & Contact Centers.


Customer Value Statement

Engage 1-on-1 with a PureCloud API expert to discuss API best practices, answer API questions related to your developed solution or use case, and navigate available resources for continued self-learning.

Engagement Structure

This is a remote, 2-day (4 hours per day) including the following activities provided by a PureCloud API expert:

  • Engage with you 1-on-1 during the scheduled sessions to mentor on API knowledge and usage.
  • Focus directly on your chosen API solution or use case to accelerate progress towards completion and demonstrated success.

Prerequisites

  • Be familiar with REST APIs and common JavaScript libraries/frameworks.
  • Provide interested API topics & questions ahead of the scheduled sessions to ensure maximum value during discussions.


Customer Value Statement

Leverage Genesys expertise to ensure your business is following operational best practices within your PureCloud solution. Key focuses include optimizing solution usage towards decreasing downtime risk and improving overall experience operating your PureCloud Solution.

Engagement Structure

  • 2-hour remote kickoff meeting to review overall process, review goals for engagement, and discuss roles/responsibilities.
  • 3 days of onsite PS resources shadowing IT/Telephony/Admins and operations provides assessment of findings summarizing following of best practices, areas of improvement/efficiencies, and configuration optimization. Sample of shadowing opportunities:
    • Troubleshooting processes
    • How team executes MACDs
      • Users, Agents, Queues, and any contact center configurations
    • Potential training opportunities
  • 2-hour remote review session for outcomes of shadowing sessions and provide a report on areas for improvements and recommendations.
  • Up to 4 hours of remote consultation across 5 business days following the first engagement.

Prerequisites

  • Customer to identify roles that will be involved in the process that manage the application/processes around their PureCloud solution.
  • Production traffic live on PureCloud for over one month.


Customer Value Statement

Engage with a PureCloud expert to review testing best practices with recommendations on next steps to promote change risk mitigation, reduced downtime, minimize impact on user base, peace of mind of end solution functionality against business cases.

Engagement Structure

This is a 1-week engagement to review Genesys best practices & rigor in solution testing against your PureCloud solution.

  • One up to 4-hour remote review of overall business use cases and strategy.
  • One up to 4-hour remote session to provide feedback on business use cases/test cases and assist customer in creation of example test cases following prescribed content and structure.
    • Ensure test cases are tied to defined outcomes.
    • Understand and document end-to-end process and success criteria.
    • Rollback plan in place in case of production impact on change.
  • Up-to-4 hours of remote consultation across 5 business days following the first engagement.

Prerequisites

  • A Functional Requirements Document or similar from which to create sample test cases.


Customer Value Statement

This service pairs you with a PureCloud consultant to walk through your business outcomes with a chosen PureCloud standard integration (Cloud Data Action, SSO, Bridge Installation Support, or Bridge Data Sync).

Engagement Structure

This service includes 2 calls totaling 6 hours spread across 1 week.

Pre-engagement: Choose a standard integration to focus on.

First call (4 hours)

  • Initial review of chosen standard integration, configuration options, and best practices.
  • Configuration of standard integration within your PureCloud solution.
  • Demonstration of standard integration to ensure overall experience is understood.

Second call (2 hours)

  • Review any related questions and prepare you for future updating of standard integration.

Prerequisites

  • A configured, production PureCloud solution
  • Access to and knowledge of the 3rd party system which the chosen integration is configured for


Customer Value Statement

The VoIP Health Assessment is to validate the production network for high quality voice performance. The assessment tests the voice paths to confirm end-to-end QoS, mitigating the risk to audio quality.  Option for continuous monitoring for yearly subscription.

Engagement Structure

This is a tailored, remote engagement with a QA VoIP Engineer to analyze the customer infrastructure to determine QoS tagging behavior and concurrent call capacity. Typical engagement is as follows. Contact your Genesys Advisor (GA) for more information.

  • VoIP Health Assessment kick off call.
  • Customer deploys test PCs (sequencers).
  • Customer returns requested network documentation to Genesys.
  • Genesys confirms access to customer environment/test PCs.
  • Genesys Begins VoIP Health Assessment.
  • Genesys notifies Customer of Assessment results.
  • VoIP Health Assessment report prepared by Genesys.
  • Final report delivered to customer.

Prerequisites

  • QoS enabled
  • ICMP/UDP (specific for testing) allowed through network
  • Customer provided test PC with internet access on VLANs to be tested


Customer Value Statement

This service pairs you with a PureCloud consultant to walkthrough your business outcomes with a PureCloud Data Action.

Engagement Structure

This is a 1-week engagement to configure and review PureCloud Data Action functionality within your PureCloud Solution.

Remote 4-hour session:

  • Overview of PureCloud Data Actions, configuration options, and best practices.
  • Review chosen 3rd party system.
  • Configuration of Data Action within your PureCloud solution.
  • Demonstration of standard integration to ensure overall experience is understood.
  • Up to 2 hours of remote consultation across 5 business days following the first engagement.

Prerequisites

  • A configured, inbound Architect flow in which to embed the chosen data action
  • Access to and knowledge of the 3rd party system with which the chosen data action will communicate.