Hey everyone,
Thanks again for joining us for the Future of DX Webinar last week. We had a tremendous amount of participation, and a lot of great questions were asked as part of that session. As mentioned, the product team has gone over the questions asked to provide detailed answers. I'd like to thank everyone for the great questions as well. Without further ado, want to provide those answers below for everyone to see.
Q: Is there going to be a tool that will allow internal communication between different departments that is related to a specific email/chat?
A: Yes, agents will be able to collaborate between multiple internal resources. These collaboration capabilities are not part of our intial GA release though will be included in future product releases.
Q: Will the customer have access to the logging and alerting?
A: For any channel provided through the new DX offering, Customers will have access to all standard Genesys Cloud reports and logs for those channels.
Q: Will SMS use Genesys API ? Or is this setup native to Genesys
A: Genesys has a native SMS offering that can be leveraged and we are working on implementing the ability to Bring Your Own SMS provider through the next couple of quarters.
Q: On the customer profile, is there a clear process for customer personal data erasure?
A: Genesys Cloud provides a GDPR API as the preferred self-service solution for Genesys Cloud customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud.
Q: What is the advantage of having SMS support vs. only offering chat on the website that can be done on mobile devices?
A: SMS channel doesn't require a customer to navigate to a specific website to send and receive messages, which can make this a more convenient channel for many.
Q: Currently our email will not move customer data into our integrated CRM, like Chat does. Will that work in the future DX?
A: Currently we do not natively push email into CRMs. We will however support web messaging and messaging channels being pushed into the CRM as you are used to today with Bold Chats. The challenge with email has been the sizes and attachments and how those are stored within the CRM systems.
Q: If Bold360 and DX will be separate platforms will you continue updating and adding feature requests to Bold360?
A: As we approach our GA release of our new DX offering, the BOLD360 platform will receive updates primarily focused on support related items. The focus is to include all new feature enhancements in the new product offering.
Q: Do you have plan to integrate Genesys DX Contact Center with Genesys DX Web messaging service ?
A: Genesys Cloud Web Messaging is natively available for both CX and DX offers (at time of launch).
Q: Banner for announcement/campaign within chat widget window would be a great feature addition
Q: Regarding the "web messaging" terminology…is this simply a rebranding of "live chat" or is that enacting any other kind of change to the chat channel?
A: Web Messaging is a new service to DX that enable asynchronous communication in a web engagement: think of experiences you have with WhatsApp and FB Messenger, but within a dedicated 1st party business messenger owned by the brand. With Web Messaging, end-users can resume their conversations anytime, without having to wait in queue until agent becomes available: the conversation happens at the pace of the end-user. It also allows brands to be 24/7 available, and able to reply to conversations that start out-of-office hours, after initial assistance with a bot.
Q: Can you please talk about more Integrations, API capabilities?
A: DX will be utilizing the Genesys Cloud AppFoundry marketplace to support a framework for partners and system integrators to provide integrations to augment and integrate within the DX experience.
Q: Where does Teams fit into the channels?
A: Teams is part of the DX expanded channel set to incorporate AI & agent capabilities into the DX Agent Workspace with functional parity to other DX-managed channels.
Q: Where do the profile details come from? Do they have to be filled in by the customer or have a customer profile from another system?
A: Customer profile information can be added ot the system in a number of ways. Customer profile details can be added by an agent while engaging with the customer via an interaction or they can be added directly by an Administrator. We also offer a Salesforce integration and we have APIs that will allow for population of customer profile information via others systems.
Q: Does SMS still require integration to a 3rd party service like Twilio or can all be configured within Genesys once this is available?
A: Genesys has a native SMS offering that can be leveraged and we are working on implementing the ability to Bring Your Own SMS provider through the next couple of quarters.
Q: Will reports connect agents and AI interactions better to capture the full journey?
A: Additional event tracking and journey mapping will be instituted within the DX management experience to help better understand the behaviors of users and the optimization of the digital experience.
Q: For smart advisor, is there a way to allow agents to still utilize bot responses that contain buttons without the HTML code?
A: Attention is being paid to provide a consistent digital experience for end-users and agents and providing this functionality is necessary to deliver parity.
Q: Would the storage locations and processing activities for data remain the same ?
Q: Can the agent drag and change the "swimming lanes" order to best customize for him and when using two screens?
A: For our GA release, customers will be able to hide or display only, not reordering. We are considering additional functionality to allow users to recorder columns for future releases with no timeline established.
Q: Would Microsoft teams be added as a messaging channel?
A: Teams is part of the DX expanded channel set to incorporate AI & agent capabilities into the DX Agent Workspace with functional parity to other DX-managed channels.
Q: Do we have anything to share specifically around improvements to AI content editing?
A: Our GA release for the new DX product offering will include significant improvements for AI content editing. These improvements will only be available for new channels on the Genesys Cloud architecture and not on the existing BOLD360 stack.
Q: The last part of the webinar discussed transitioning the platform. I believe this already started happening slowly. Can you elaborate on what impacts us and what to expect?
A: As the new DX product is an entirely new product built on the Genesys Cloud architecture, different components of your current Bold/DX implementation will need to be replaced with the Genesys DX components. While Genesys is working to help transition as much of your current Bold configuration to the DX services, you will need to be involved in the implementation process for replacing Bold/DX code on your website and/or mobile app if you utilize the Bold360 mobile SDK. More specific details will be provided following the availability of Genesys DX.
Q: For smart advisor, we noticed a long time ago that any bot responses that contain HTML code or buttons, are effectively not useable for agents since they show up as HTML code responses. Any enhancements to this function?
A: Attention is being paid to provide a consistent digital experience for end-users and agents and providing this functionality is necessary to deliver parity.
Q: The rich media features looked great. We do not utilize too many responses with media but it would be great to be able to improve on responses with visuals. Any tips or best practices we should follow?
A: "Rich media offers the opportunity to add an element that can be more expressive than text. It can cause a reply to stand out, making the conversation more lively. That said, rich media can be overused. It doesn't and likely shouldn't be factored into every entry. Rich media does best when it's supplementing text or offering additional guidance on more in-depth responses. Good examples include offering a diagram, meant to provide additional clarity that text alone might not offer. Embedding instructional videos can also be great, either as the answer or as an alternative answer, meaning the text answer does provide a walkthrough but the video is provided as an alternative explanation for those who prefer it."
Q: SDK was mentioned for mobile but I heard it referred to as beta – not sure if I misunderstood. Does this mean our effort with our online banking vendor for chat will require any updates or updated documentation?
A: While the DX mobile SDK will be based on the existing Bold360 mobile SDK, this will need to be updated in order to utilize the next DX functionality such as asynchronous web messaging.
I think that's everything! Thanks for the great questions. Hope this resource is helpful.
Cheers!
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Coty Smith
Genesys - Employees
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