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Genesys Cloud offers web, mobile, and desktop apps to provide flexible access to Genesys Cloud capabilities. The web app allows access from any browser. Mobile apps for iOS and Android enable users to stay connected on the go. The desktop app separates Genesys Cloud from the browser and allows it to run in the background. Key features include collaboration, scheduling, and communicating on mobile apps as well as automatic startup and background running on the desktop app. The apps aim to provide seamless access to Genesys Cloud functionality across devices.

Genesys Cloud operates on a cloud-based architecture utilizing AWS infrastructure and microservices design. The platform leverages multiple AWS regions for various services including Voice, ACD email, web messaging, and desktop applications. Core architectural components include microservices architecture, single core architecture, Voice architecture, and Elasticsearch integration. Single sign-on functionality is supported across the platform. Specific deployment considerations exist for regions like India and UAE, with AWS Direct Connect available to enhance connectivity between on-premises networks and AWS-hosted services. The platform employs a continuous delivery model with CI-CD benefits, enabling rapid deployment of small changes and updates. Feature releases are communicated through pre-release and release notifications. The system supports specialized requirements for different AWS regions while maintaining consistent service delivery across global deployments.

Genesys Cloud is a contact center platform that helps prepare for adoption by providing advice from Genesys consultants on key areas like planning, enablement, testing, and more. The articles cover preparation questions and actions to collect data, identify business needs, educate teams, make schedules, assign roles, analyze planning data, and prepare for testing. Recommendations include reading the articles, discussing questions and actions as a team, delegating tasks to appropriate agents, remaining flexible but avoiding major disruptions, and focusing on action items to ensure readiness to partner on system configuration.

Genesys Cloud's comprehensive support system operates through a 24/7/365 global service model with multiple tiers and severity levels. Support access ranges from free self-service resources to licensed subscription-based web portal access and phone support through Collaborate, Communicate, and Genesys Cloud CX 1-4 packages. The platform implements a three-tier severity framework: Critical (Level 1) for complete business function failures, High (Level 2) for degraded performance, and Medium (Level 3) for non-critical issues with workarounds. Response times vary by severity, with Critical issues receiving 10-minute phone response and others getting 2-hour portal responses. Platform restoration targets range from 4 hours for Critical issues to 2 business days for High severity cases. Designated contacts must provide organization details, conduct preliminary troubleshooting, and maintain active engagement throughout case management. Cases follow strict closure policies, closing after three business days without response. Root Cause Analysis documentation is provided within five business days for Severity 1 platform incidents, while non-platform issues receive Case Summaries. System status monitoring is available at status.mypurecloud.com, with special support models existing for US-only and EEA-only customers. Recent updates include terminology changes, revised severity levels, and modified escalation procedures to align with Service Level Agreements.

Genesys Cloud's legal documentation encompasses service agreements, privacy policies, and intellectual property rights. The platform provides comprehensive legal resources including service level agreements, Edge warranty information, and Pointillist product descriptions. Key documents cover terms and conditions for direct service purchases, trial periods, security services, and professional services. The platform maintains specific agreements for social media integration, beta features, and sub-processor relationships for both Genesys and Partner/BPO operations. Intellectual property documentation includes copyright information, trademark details, patent listings, and procedures for handling copyright infringement claims.

Genesys Cloud's global deployment faces varying feature availability and limitations across different regions, with significant impacts on functionality and service delivery. Singapore and Mexico experience notable restrictions, particularly in social media integration and messaging channels, while lacking access to Genesys Cloud Voice and Outcome Scoring capabilities. The platform is undergoing an Analytics jobs endpoint architecture enhancement to improve scalability and data retention beyond five years. EMEA (Zurich) has partial Agent Copilot functionality, supporting basic features like Knowledge Surfacing and Intent Based NBA, but lacks advanced capabilities due to AWS GPU constraints. Virtual Agent services are broadly available across regions, though EMEA (Zurich) lacks Answer Highlight and RAG features. Asia Pacific (Osaka) and Middle East (UAE) regions have partial Cloudfront content delivery implementation, with ongoing domain firewall allowlist adjustments. Organizations must maintain existing firewall configurations until full regional availability is achieved in the coming weeks.

The Genesys Cloud Resource Center offers how-to and reference articles, FAQs, a glossary, and a video library to help you learn about Genesys Cloud features, capabilities, and use cases. Review the Release Notes for the latest updates. You can access the Resource Center directly from within the Genesys Cloud product. Need help while using the product? Use the Resource Center to get support for product pages and search topics. To explore APIs, the development platform, or CLI tools, visit the Genesys Cloud Developer Center. To connect with peers and experts, join the Genesys Knowledge Network, the Genesys Community, or the Customer Advocacy Program.

Genesys Cloud playbooks outline solutions to address business needs, providing guided journeys with step-by-step instructions and practical examples to help users master Genesys Cloud tools. Playbooks showcase key features and use cases to optimize customer journeys proactively.

Genesys Cloud Professional Services offers help to organizations of all sizes, from self-starters needing little assistance to those requiring dedicated help and ongoing engagement. Services include Success Services for 24/7 emergency phone support, priority queuing, enablement events/webinars, and a named services manager. The Jumpstarts offering provides quick deployment of Genesys Cloud with best practices for inbound voice and recording. The shared success model enables customers to become increasingly self-sufficient.

Genesys Cloud provides robust security and compliance capabilities across various standards and regulations. It enables GDPR, CCPA, FedRAMP, HIPAA, HDS, and PCI DSS compliance. Key features include data encryption, access controls, audit logs, and advanced security monitoring. Genesys prioritizes customer data privacy and provides transparency through detailed compliance documentation. Customers can configure security settings like retention policies and credit card masking to meet their specific needs. Overall, Genesys Cloud aims to make compliance simple while ensuring the highest levels of data protection.

Genesys Cloud provides online training courses, quick start packages, partner enablement services, and customer care support to help organizations set up and use Genesys Cloud's features for call routing, assigning roles, and enabling self-service. The platform aims to enable organizations to control their customer engagement journey with minimal effort through cloud-based services and self-support. Key capabilities include call routing, role assignment, telephony provisioning, and access to enablement resources like training courses and professional services.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud provides use cases that describe enhanced customer experience solutions to meet real-world business needs. Genesys Cloud use cases outline business scenarios and solutions applicable in Genesys Cloud, including Work Automation, Customer Authentication, Voice Payment, Outbound Dialer, SMS & Email Notifications, Email Routing, Chat Routing, Co-Browse, SMS Routing, Chatbots, Messaging, Predictive Engagement, Voicebots, Personalized Routing with Callback, Contact Center Optimization, Virtual Agent, Agent Assist, Agent Copilot, Business Communications, CRM Collaboration, Voice Services, UCC Third-Party Integration, Quality Assurance and Compliance, Resource Management, Employee Performance, and Unified Experience from Genesys and ServiceNow. The use cases provide key technical details on features and capabilities to support specific customer engagement use cases.