Genesys Cloud - Main

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Thank you Blair !

The same applies to voice bot flows I suppose?

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Thank you Blair !

The same applies to voice bot flows I suppose?

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Hi Hassan,

Voice Bots are supported with Premise Edges, both 3rd party (e.g. Google Dialogflow) and Genesys Bot Flows.

When a Voice Bot is invoked, the Premise Edge will connect to Genesys Cloud to handle the Voice Bot Session. The caller's audio will be streamed from the Premise Edge to Genesys Cloud and the bot's audio will be streamed back.

I mentioned the gap in our documentation around this to our teams internally and we'll get them updated. 

Thanks

Thank you Blair !

The same applies to voice bot flows I suppose?

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Hi Brad,

Just to make sure... This would also apply to the new Virtual Agents? https://help.mypurecloud.com/articles/about-genesys-virtual-agent/

I mean would a voice Virtual Agent would be avialable with BYOCP architecture?

Hi Hassan,

Voice Bots are supported with Premise Edges, both 3rd party (e.g. Google Dialogflow) and Genesys Bot Flows.

When a Voice Bot is invoked, the Premise Edge will connect to Genesys Cloud to handle the Voice Bot Session. The caller's audio will be streamed from the Premise Edge to Genesys Cloud and the bot's audio will be streamed back.

I mentioned the gap in our documentation around this to our teams internally and we'll get them updated. 

Thanks

Thank you Blair !

The same applies to voice bot flows I suppose?

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Hi Manuel,

Yes, Virtual Agents have the same connectivity as Bot Flows, so Premise Edges will send the audio to Genesys Cloud for the Virtual Agent to process.

Thanks,

Hi Brad,

Just to make sure... This would also apply to the new Virtual Agents? https://help.mypurecloud.com/articles/about-genesys-virtual-agent/

I mean would a voice Virtual Agent would be avialable with BYOCP architecture?

Hi Hassan,

Voice Bots are supported with Premise Edges, both 3rd party (e.g. Google Dialogflow) and Genesys Bot Flows.

When a Voice Bot is invoked, the Premise Edge will connect to Genesys Cloud to handle the Voice Bot Session. The caller's audio will be streamed from the Premise Edge to Genesys Cloud and the bot's audio will be streamed back.

I mentioned the gap in our documentation around this to our teams internally and we'll get them updated. 

Thanks

Thank you Blair !

The same applies to voice bot flows I suppose?

Hello Hassan

https://help.mypurecloud.com/articles/genesys-agent-assist-availability-in-gc-licenses/

**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible.

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan

Hello All :)

I have been told when using BYOC-Premise Edge, you can't use all dialogue flow/voice bot/ voice analytics features.

Unfortunately I can't find anywhere on Genesys resources where this is clarified.

Does anyone know what voice analytics/conversational features are not available with BYOC-P?

Thanks

Hassan