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PureSuccess Handbookfor PureCloudDrive your goalsand grow your skills
Welcome toGenesys!This is your handbook for all theassistance you’ll need deliveringgreat experiences to yourcustomers with PureCloud.We don’t pretend that operating a customerexperience (CX) platform is simple. There arespecialized skills to master, processes tolearn, and software to adopt before reachingyour vision of success. We want you to haveall the benefits of our experience helpingbusinesses towards their CX objectives,whether that means higher customersatisfaction scores, better operationalefficiency, or increased revenue. To getthere, you’ll need clear goals, expertguidance, and outcome-driven engagementswith our CX professionals.The resources in this document aredesigned to provide for the needs andchallenges we know you might face alongthe way. So please take advantage of ourexpertise, and know that you’re not in thisalone.
PureSuccess is aFrameworkCombinationof success planning,expert guidance, andengagements designed toproduce the results yousigned up for.of experts from a widerange of disciplinesworking together toprovide you a clear pathforward.PhilosophyPromisethat success doesn’thappen by accident, onlythrough a proactive andmultifaceted execution oftalent.to be with you at everystep of your journeydelivering satisfyingexperiences to yourcustomers.
Genesys AdvisorContentsKnowledge NetworkProduct SupportTrainingService Catalog
Welcome aboard!Your Genesys Advisor walks you through the onboardingchecklist to get you started, engaging resources asnecessary to ensure a smooth transition.Genesys AdvisorYour trusted guide andpoint of contactSuccess planningJointly create a plan to track and enable your outcomes. Wewill establish milestones, drive progress through regulartouch points, and discuss engagements from the catalogthat can accelerate your results.Business reviewsYour Advisor conducts periodic reviews to discuss successplan progress and validate that your performanceindicators are aligned to your goals.Training and renewal recommendationsYour Advisor monitors your proficiency and goals, and thenmakes proactive recommendations about closingknowledge gaps or adjusting your subscription to align withbusiness objectives.Product updatesYour Advisor updates and advises you about new productfunctionality and changes to service.Net Promoter Score (NPS) programYour Advisor facilitates the flow of feedback between youand Genesys leadership and follows up with action plans tosolve your issue.Contact your AdvisorQuestions? Contact your Genesys Advisor using the contactinformation at know.genesys.com.
Easily navigate resourcesThe Knowledge Network is your single gateway to all thingsGenesys. No need to bookmark a dozen sites. Just one:know.genesys.comPersonalized contentKnowledge NetworkAll-in-one resource foreverything Genesysknow.genesys.comWhen you go to the Knowledge Network and sign in, itknows who you are, what you bought, and only shows youwhat’s relevant. Your content includes product-relevantCommunity posts, a link to your My Support page for casemanagement, roadmap and release information, the servicecatalog, how to contact your Genesys Advisor, and more.Public contentEven without login credentials, the Knowledge Network letsyou access technical documentation, training courses,developer tools, Community posts, and blogs.Join the CommunityThe home page lets you monitor recent activity in theGenesys Community, where you can join conversationswith peers, ask questions, and contribute your ownexpertise. Go directly to the Community atcommunity.genesys.com.Cast your voteWe regularly review and accept feature suggestions fromour customers. To suggest a feature, or to vote on featuressuggested by others, go to the Product Ideas Lab tile on thehome page.Note: You must have an Access Pass. Request one here.Continuous developmentNew features for the Knowledge Network are indevelopment all the time, so keep checking in. And pleaseleave us feedback by clicking the Submit Feedback link atthe bottom.
Get helpPureCloud Customer Care provides a global, live answerservice 24/7. You must be a Designated Contact to contactPureCloud Customer Care. We highly recommend thatDesignated Contacts take the brief eLearning course,PureCloud Customer Roles and Responsibilities.Product SupportFind answersContact our productexperts to assist youOur online resources provide answers to a wide range ofquestions: Resource Center — Search PureCloud technicaldocumentation at help.mypurecloud.com. Community — Ask questions and search discussions atcommunity.genesys.com. Developer Center — Get tools and tips for using ourpublic APIs at developer.mypurecloud.com.Connect to My SupportAccess the My Support portal through know.genesys.comor go straight to the login page here.Let us help youCall us or request a chat from Customer Care.Stay informedOur continuous delivery model means no versions to keeptrack of. PureCloud release notes keep you up-to-date onthe functionality we’re adding. Subscribe here.For notifications on operational issues, system availability,and incident information, subscribe here.Learn moreGet the details of Customer Care prerequisites for making acall, severity levels, target response times, escalationmanagement, and response policy here.
Cultivate in-house talentBecome more self-sufficient with training resources thatequip your personnel with the skills to maximize the valueof PureCloud.Subscribe to our expertiseTrainingAccelerate adoption withour learning resourcesBecome a PureCloud expert with a comprehensive mix ofinteractive course work, discussions, events, andcertifications. The PureCloud Training Subscription givesyou access to classes, materials, and our CX experts, soyou can grow the skills necessary to drive meaningfulexperiences for your customers from within.Jump to the catalog to learn more.Get certifiedGenesys-certified personnel bring more rewards to theorganizations that employ them. That’s why eachPureCloud Training Subscription includes all of thevouchers needed to test for the following certifications. Formore information about becoming PureCloud certified,contact us at education@genesys.com.Genesys Certified Associate (GCA)The GCA proves that you have the basic foundation tosuccessfully administer and operate PureCloud.Genesys Certified Professional (GCP)After you become a GCA, you can move on to become aGCP, which proves your knowledge of advancedfunctionality in the areas of implementation, reporting andanalytics, administration, and call routing design.Training you need, when you need itLearn more about our free eLearning options attraining.mypurecloud.com.Browse our learning paths for various roles in yourorganization to become CX pros at training.genesys.com.
Get readyPrepare to go live with new capabilities PureCloud Training Subscription VoIP Health Assessment Testing Strategy Review Operational Readiness ReviewService Catalog Agent Scripting Quick StartAccelerate results withexpert engagements Quality Evaluation Quick Start Dialer Campaign Quick Start Standard Integration Quick Start Web Services Data Actions Quick StartGoDeliver customer experiences with agility Technical Account Manager Token PackLevel upBoost your capabilities with advanced features Amazon Lex Bot Integration Quick StartContact your Advisorto know if purchasing one of theseengagements will help drive thegoals in your success plan. PureCloud API Quick Start API Proof of Concept Advanced API Development Omnichannel Optimization Workforce Management Optimization PureCloud Training Subscription
Service CatalogPureCloud Training SubscriptionBecome a PureCloud expert with acomprehensive mix of interactivecourse work, discussions, events, andcertifications.How it worksReceive one year of access to PureCloudtraining resources, which includes:CoursesTake self-study, instructor-led, and virtualinstructor-led courses: Implementation Contact Center Administration Reporting and AnalyticsOnsite & remote engagement45 hours: Consultant (40), PM (5)Goal: Increase self-sufficiency bybuilding in-house experience andexpertise.Keep checking back with us as we’ll continueto add courses to the subscription packagethroughout 2019, such as Advanced Architect(designing call flows), APIs, Integrations,Scripting, Quality Management, WorkforceManagement, and Outbound Dialing.Remote or onsite: BothDuration: 1 yearCertificationsReceive all vouchers required to test for thesecertifications: PureCloud Genesys Certified Associate PureCloud Genesys Certified ProfessionalAnd more.The subscription also includes: Access to the expert-led Skills Lab withinthe Genesys Community Admission to CX Education Day Access to the course e-book libraryGet readyGoLevel up
Service CatalogVoIP Health AssessmentValidate your production network forquality voice performance.How it worksThis is a remote engagement that analyzesyour infrastructure to determine QoS taggingbehavior and concurrent call capacity. Atypical engagement goes like this:1. Kick-off call2. Deployment of test PCs (sequencers)3. Completion of network documentation4. Confirmation of Genesys access to yourenvironment and test PCs5. VoIP health assessment6. Notification of assessment results7. Delivery of final reportGoal: Test voice paths to confirmend-to-end QoS, mitigating risk toaudio quality.Remote or onsite: RemotePrerequisites QoS enabled ICMP/UDP allowed through network Test machine on VLANs to be testedDuration: Varies by number of VoIPVLANs and WAN linksWhat is QoS?Quality of service (QoS) is the measurement ofoverall performance of a telephony orcomputer network. QoS considers such thingsas packet loss, bit rate, throughput, jitter,transmission delay, and availability.Get readyGoLevel up
Service CatalogTesting Strategy ReviewBuild test cases using Genesys bestpractices and business use cases togive you peace of mind.How it worksThis is a remote, 12-hour engagement spreadacross 1 week. During this engagement, thePureCloud expert will:1. Conduct a 4-hour review of overallbusiness use cases and strategy.2. Conduct a 4-hour session to providefeedback and help create example testcases. We will:§ Ensure test cases are tied to definedoutcomes.§ Understand and document the end-toend process and success criteria.§ Create a rollback plan in case ofproduction impact from change.3. Provide follow-up consultation for up to 4hours across 5 business days following thefirst engagement.Goal: Build test cases aligned to usecases that mitigate risk, reducedowntime, and minimize the impacton users.Remote or onsite: RemoteDuration: 12 hours spread across 1weekPrerequisiteWhy review your testing strategy?Functional Requirements document or similarfrom which to create sample test casesGet readyIt’s far more expensive and disruptive to fixproblems when you’re live in production thanit is beforehand with a proper testing plan.When you set up test cases to align with yourbusiness goals during the testing stage of theimplementation, you’ll see the results youwant faster after going live.GoLevel up
Service CatalogOperational Readiness ReviewEnsure your business is followingoperational best practices to decreasedowntime and improve the overallexperience operating PureCloud.How it worksThis is a 40-hour engagement spread across 2weeks. During this engagement, thePureCloud expert will:1. Conduct a 2-hour kickoff call to review theoverall process, goals, and key roles.2. Conduct 3 days of on-site resourceshadowing of your operations staff toassess your usage of best practices, areasof improvement and efficiencies, andconfiguration optimization. Potentialtargeted areas include:§ Troubleshooting processes§ Configuration change practices§ Training gaps3. Conduct a 2-hour remote session todiscuss the outcomes of the shadowingsessions and provide a report on ourrecommendations.4. Provide follow-up consultation for up to 4hours across 5 business days following thefirst engagement.Goal: Develop a comprehensivereport on the strengths andweaknesses of your organization’sability to effectively operatePureCloud.Remote or onsite: BothDuration: 40 hours spread across 2weeksChange is hardBut the results you’re looking for aren’tpossible unless you can master all of thetools, processes, and skills that you need todeliver a customer experience. An assessmentlike this identifies gaps in your preparations togo live as your organization undergoes thesignificant change of adopting a new CXtechnology platform.Prerequisites Identification of the roles that will managethe applications and processes around yourPureCloud solution to include in this review Production traffic live on PureCloud for over1 monthGet readyGoLevel up
Service CatalogAgent Scripting Quick StartLearn how Agent Scripting can improveinteractions with your customers withthis interactive workshop.How it worksThis is an 8-hour, remote engagement. ThePureCloud expert will: Review agent script functionality andoptions. Configure one basic agent script related toyour use case. Demonstrate the overall agent scriptexperience. Equip you with the knowledge to create andupdate additional agent scripts.Remote engagement10 hours: Consultant (8), PM (2)Goal: Learn proper use of Scriptingfunctionality and configure one basicscript.PrerequisiteRemote or onsite: RemoteA configured, production PureCloud solutionDuration: 8 hoursWhat are scripts?Scripts help agents process interactions bypresenting them with details about the calleror contact, often with fields for collecting orupdating information. Properly designedscripts ensure consistent handling ofinteractions.Get readyGoLevel up
Service CatalogQuality Evaluation Quick StartLearn how to set up your first qualityevaluation form and policy with thisinteractive workshop.How it worksThis is a 4-hour, remote engagement with aPureCloud expert followed by optionalconsulting hours. During this engagement, thePureCloud expert will: Demonstrate the quality evaluationexperience. Review quality evaluation functionality andoptions. Configure one basic quality evaluation formand policy related to your use case. Equip you with the knowledge to create andupdate quality evaluations. Provide remote follow-up consulting for upto 4 hours in the 5 business days followingthe engagement.Remote engagement4 hours: Consultant (8), PM (2)Goal: Learn proper use of QualityEvaluation functionality andconfigure one basic evaluation.Remote or onsite: RemoteDuration: 4 hoursPrerequisitesWhy use Quality Evaluation? Completion of the PureCloud QualityManagement training course A configured and working inbound voicesolutionGet readyBy evaluating and scoring conversations, youcan identify high performers for positivefeedback, agents who need more training orcoaching, and situations that meritmodification of call scripts.GoLevel up
Service CatalogDialer Campaign Quick StartLearn how to set up and configuredialer campaigns in PureCloud in theseinteractive sessions.How it worksThis is a remote engagement spread across 2weeks. During this engagement, thePureCloud expert will:1. Conduct a 4-hour call to do the following:§ Review dialer campaign functionality,configuration options, and bestpractices.§ Configure one basic outboundcampaign.2. Conduct a 2-hour call to review any relatedquestions and prepare you for creating andupdating additional campaigns.3. Provide follow-up consultation for up to 6hoursGoal: Learn proper use of dialercampaign functionality and configureone basic campaign.Remote or onsite: RemoteDuration: 12 hours across multipletouch pointsPrerequisites Completion of the PureCloud OutboundDialing training course A dialable contact list ready for import intoPureCloud in .csv formatGet readyWhat are dialer campaigns?Dialer campaigns automatically dial the phonenumbers of people on a contact list using aprescribed set of rules. This increasesproductivity by screening out answeringmachines, busy signals, and non-completedcalls — agents only receive calls that reach alive person.GoLevel up
Service CatalogStandard Integration Quick StartIntegrate PureCloud into your existinginfrastructure to eliminate redundantsources of data.How it worksThis is a 6-hour engagement spread across 1week. During this engagement, the PureCloudexpert will:1. Conduct a 4-hour call to do the following:§ Review your chosen integration,configuration options, and bestpractices.§ Configure the integration.§ Demonstrate the integrationexperience.2. Conduct a 2-hour call to review any relatedquestions and prepare you for futureupdating of the integration.Goal: Learn proper configuration ofstandard PureCloud integrations andconfigure one basic integration.Remote or onsite: RemoteDuration: 6 hours spread across 1weekPrerequisites Completion of the PureCloudImplementation and PureCloud Integrationstraining courses A configured, production PureCloudsolution Access to and knowledge of the system tobe integratedGet readyWhat is a standard integration?Integrations extend PureCloud functionality byconnecting to systems used by yourorganization. For example, you can connect toyour single sign-on (SSO) service so that userscan enter their universal credentials whenlogging into PureCloud. Or you can connect toyour human resources service to autopopulate employee names and job titles.GoLevel up
Service CatalogWeb Services Data Actions Quick StartLeverage the data from your web-basedservices to extend PureCloudfunctionality.How it worksThis is a 6-hour engagement spread across 1week. During this engagement, the PureCloudexpert will:1. Conduct a 4-hour call to do the following:§ Review your chosen data action,configuration options, and bestpractices.§ Configure the data action.§ Demonstrate the data actionexperience.2. Conduct a 2-hour call to review any relatedquestions and prepare you for futureupdating of the data action.Goal: Demonstrate basic end-to-endfunctionality between PureCloud anda third-party solution via data action.Remote or onsite: RemoteDuration: 6 hours spread across 1weekPrerequisites Completion of the PureCloud AdvancedArchitect and PureCloud Integrationstraining courses Configured PureCloud solution where thedata action will be embedded Access to and knowledge of the system tobe integratedGet readyWhat are web services data actions?Web services data actions let you connectPureCloud to your web-based services. Thisallows you to create customized behavior forthings like routing decisions or presentinginformation to an agent in scripts.GoLevel up
Service CatalogTechnical Account ManagerA Genesys Technical Account Managerbrokers a relationship with technicalresources within Genesys and provideshands-on guidance during onboarding,go-live, and throughout your journey.How it worksA Technical Account Manager becomes yourpersonal concierge for all interactions withGenesys, including: Enabling quick and effective support that’sspecific to your unique environmentthrough Genesys Customer Care Scheduled customer visits Meeting after go-live to address anypending items Weekly touchpoint with operations team toreview cases, questions, and concerns Monthly meetings with key resources foraccount readout — training/operationalopportunities, case trend analysis, SLTs,critical issues/outage RCAs, best practices New deployments and roll-outs Feature request managementGet readyGoal: Receive hands-on guidancefrom a Technical Account Managerto ensure success.Remote or onsite: BothDuration: 30 days, 90 days, or 1 yearof continuous engagementMinimize risk and manage changeA Technical Account Manager is a proactiveadvocate for your success who drives issuesto resolution and provides constant updates.This function is ideal for companies that needsome extra help navigating the changesinvolved in adopting a CX technologyplatform.GoLevel up
Service CatalogToken PackPurchase tokens to allocate funds forservices and training throughout theyear when your needs are not yet fullydefined.How it worksPurchase tokens in packs of 10, and yourdashboard keeps track of the tokens you haveto spend. Work with your Genesys Advisor toidentify services and training that will help youaccomplish the goals in your success plan.Then use your tokens to purchase and beginthe service — no separate purchase orderprocess needed.Get readyGoal: Provide the flexibility topurchase engagements from theService Catalog between renewalswithout additional purchase orders.GoLevel up
Service CatalogAmazon Lex Bot Integration Quick StartAccelerate a proof-of-concept solutionfocused on solving for your chosenAmazon Lex Bot use case.How it worksThis is a 4-hour, remote engagement with aPureCloud expert followed by optionalconsulting hours. During this engagement, thePureCloud expert will: Define use cases for a Lex integration. Install the application and assist withauthorizing PureCloud on your AWSenvironment. Show you how to configure one Call LexChatbot action as a basic, proof-of-conceptsolution related to the defined use case. Review the solution against the use casegoals with documented steps todemonstrate functionality. Provide remote follow-up consulting for upto 4 hours in the 5 business days followingthe engagement.Goal: Build a basic proof-of-conceptsolution to solve for a desired usecase.Remote or onsite: RemoteDuration: 4 hoursWhat does an Amazon Lex Bot do?With the Amazon Lex integration, you caneasily build a voicebot with natural languageunderstanding (NLU) right in your IVR. Yourcustomers can speak naturally, and you canquickly understand their intent and betterroute the call.Prerequisites Completion of the PureCloud AdvancedArchitect training course AWS environment with a configuredAmazon Lex botGet readyGoLevel up
Service CatalogPureCloud API Quick StartDiscuss API best practices, getanswers to API questions related toyour developed solution or use case,and navigate available resources forcontinued self-learning.How it worksEngage with a PureCloud API expert inmentoring sessions on API knowledge andusage. Focus on your chosen API solution oruse case and learn to navigate resources forcontinued self-learning.Goal: Learn API best practices andrecommendations related to achosen use case.Prerequisites Familiarity with REST APIs and commonJavaScript libraries Completion of the PureCloud API trainingcourse A list of API topics of interest to ensuremaximum value during discussionsRemote or onsite: RemoteDuration: 2 days, 4 hours per dayWhat is an API?An application programming interface (API) isa set of tools that allow two softwareprograms to communicate with each other.The PureCloud API allows your softwaredevelopers to incorporate PureCloud data andfeatures within your own applications,allowing you the flexibility to build orcustomize functionality to your specificneeds. For example, the API can allow yourcustomers to chat with agents directly fromyour website.Get readyGoLevel up
Service CatalogAPI Proof of ConceptLeverage the robust PureCloud publicAPIs by creating a proof-of-conceptsolution focused on solving a chosenuse case.How it worksThis is a 40 hours of engagement that can bedistributed during across 2 consecutive weeksand follows this structure:1. Definition: Requirements workshop todefine the vision and scope of theengagement.2. Education: Discussion of relevant APImethods, best practices, and DeveloperCenter information.3. Creation: Creation of a proof-of-conceptsolution per requirements definition.4. Validation: Review of the proof-of-conceptsolution against use case goals withdocumented steps to demonstratefunctionality.Goal: Develop a proof-of-concept APIsolution that solves a chosen usecase.Remote or onsite: RemoteDuration: 40 hours over 2consecutive weeksPrerequisites Familiarity with REST APIs and commonJavaScript libraries Completion of the PureCloud API trainingcourse Location to host the proof-of-conceptsolutionGet readyGoLevel up
Service CatalogAdvanced API DevelopmentTake your API development to the nextlevel with Genesys tools and processesto achieve better results and fastertime-to-value.How it worksThis is 4 consecutive weeks of engagementthat follows this structure:1. Examine your use cases and desiredoutcomes to validate API solution designs.2. Understand your ongoing business driversand needs related to developed APIservices and your PureCloud solution.3. Co-create proof-of-concept solutions perrequirements definition.4. Follow-up API consultation.Goals: Grow your capabilities forusing PureCloud APIs and build oneproof of concept based on selecteduse cases.PrerequisitesRemote or onsite: Both Familiarity with REST APIs and commonJavaScript libraries Location to host the proof-of-conceptsolutionGet readyDuration: 4 consecutive weeksGoLevel up
Service CatalogOmnichannel OptimizationLearn what the big deal is about“omnichannel” and how it can improvecommunication with your customers.How it worksThis is a 40-hour engagement across thefollowing workshops.1. Definition. Understanding the flow of yourbusiness and how your customers engagewith your agents (1 day).2. Education. Consulting on suggestedchannels to add to your PureCloud solution(2 days).3. Review. Remote review of deployedsolutions (1 day).4. Follow-up. Remote consultations for 5business days following the Reviewsession (totaling 8 hours).Goal: Receive customizedrecommendations on how toimplement and configure additionalchannels in PureCloud.Remote or onsite: RemotePrerequisitesDuration: 40 hours across multipleworkshops A configured, production PureCloudorganization Proper licensing to support omnichannelWhat is “omnichannel”?Omnichannel means ensuring that data andcontext from the initial contact carry over tosubsequent channels. This preventssituations where a customer enters theiraccount number when prompted by the IVR,and then the first agent they come intocontact with asks, “Can you give me youraccount number please?” No matter where theconversation begins or ends, customers neverneed to repeat themselves, and agents havethe information they need to provide smootherinteractions.Get readyGoLevel up
Service CatalogWorkforce Management OptimizationValidate that you’re using PureCloudWorkforce Management to itsmaximum potential for your operation.How it worksIn this engagement, we will do the following:1. Pre-visit preparation. Preparation beginsprior to the visit. The PureCloud expert will:§ Request data on issues impacting youroperation.§ Lead a 1-hour kick-off call to discussthe objectives, major pain points, onsite agenda, and data requested.Goal: Learn the most efficient use ofPureCloud Workforce Management.2. On-site discovery. The expert comes toyou for 2.5 days of meetings to share bestpractices and review the current state ofyour methods, configuration, and training.Remote or onsite: BothDuration: 40 hours across multipleworkshops3. Post-visit follow-up. Within 5 businessdays of the on-site discovery, thePureCloud expert will:§ Deliver a document detailing thefindings from the on-site discovery, theactivities performed, andrecommendations for improvement.§ Lead a 2-hour follow-up call to ensurenew and outstanding questions areanswered.What is workforce management?Workforce management features simplify theprocess of forecasting interactions andscheduling agents. This results in optimizedwork performance for achieving youroperational goals.Prerequisites Completion of the PureCloud WorkforceManagement training course PureCloud Workforce Managementconfigured and collecting historical data fora minimum of 30 daysGet readyGoLevel up
Illuminate yourpath to successCopyright 2019 Genesys. All Rights reserved. Genesysand the Genesys logo are registered trademarks ofGenesys. Genesys confidential and proprietaryinformation. Unauthorized disclosure is prohibited.
of PureCloud. Subscribe to our expertise Become a PureCloud expert with a comprehensive mix of interactive course work, discussions, events, and certifications. The PureCloud Training Subscription gives you access to classes, materials, and our CX experts, so you can grow the skills necessary to drive meaningful
