Contents
Overview
Genesys App Automation Platform (GAAP), formerly known as SpeechStorm, is a solution that enables organizations to rapidly deploy phone self-service functionality to their customers, including intelligent call steering for a more efficient and personalized customer experience.
GAAP provides non-technical users with a high level of control over the management and configuration of the system using a web-based interface. The system Dashboard allows business users to see at a glance how their applications are performing, as well as proactively highlighting areas for improvement, therefore avoiding potential usability issues. If you want to further explore the data, the Reports view allows you to drill-down and view reports and customer journeys to enhance your applications and make your contact center more efficient.
GAAP provides you with the ability to dial into both a test and production version of your IVR application. The test dial-in allows you to call in and test your application as soon as you have made changes, without affecting callers in the production environment. Once you are satisfied with any changes made, the application can be deployed directly to production, with the new callflows being applied to the very next call.
Terminology
The following are key terms used in the GAAP software and throughout this document:
Applications, Modules and Menus
Applications, modules, and menus all refer to programs designed to perform a specific task for the caller. However, there are differences in how each of these applications are configured, and the functionality they provide.
Applications
Applications are what callers dial. They hold all the defaults, global commands, standard prompts, and Callflow Preference settings that are inherited by modules and menus.
Throughout this document and the GAAP software, application refers to the IVR application as a whole, which has been developed by your company to allow its customers to perform self-service tasks.
Each application is configured using a callflow diagram, which depicts each stage a caller will encounter during the process of a call. This diagram can incorporate modules and menus depending on the functionality required.
Modules
Modules are made of pre-built callflows, which include out-of-the-box prompt wording, built-in error handling (at both a question and module level) and module-specific configuration screens. These screens give you the flexibility to configure your applications the way you want and when you want.
There are multiple modules available to cater for different call types within each industry sector (for example, mobile operators may use the Pay-as-you-go Top Up module).
These modules are provided in the GAAP installation if they have been purchased by your company.
Menus
Menu modules provide you with a blank canvas and a set of pre-defined blocks so that you can build intelligent call-steering applications. They also enable you to piece together pre-built modules to create a fully-fledged IVR application with the functionality you require.
- Applications contain global behaviour, such as the handling of the agent command from the caller, and they are what callers first encounter after they dial your phone number.
- Modules are pre-built callflows equipped with handling a particular business process, such as the capturing of credit card details for payment over the phone.
- Menus are the modules that glue everything together to provide flexibility and a seamless customer experience.
Blocks
Each individual step in an application callflow is known as a block. Each block is represented by a rectangle on the callflow diagram in the Callflow Editor page.
Blocks perform a single basic function. For example, a Phone block allows you to set up the transfer of a caller to a specific number depending on the time of day when the call was placed.
Paths
The term path refers to the route that leads from one block to the next. It's depicted as a line that links the blocks in a callflow together, but it also represents the outcome of the last block (for example, success).
In a callflow diagram, each path is accompanied by a label that explains the outcome of the previous block.
In the example above, the caller must select "accounts" in the Main menu block to progress to the payment capture module, or the caller must select "operator" to progress to the operator module. These options are surrounded by quotation marks because they are presented to the caller as options in the Main menu block. Path names that do not use quotation marks denote a result of an action by the caller (for example, success).
Company
All installations have a default Templates company, and it is against this company that pre-built modules are loaded. Administrators can create another company under which they can create their own custom applications and modules. In other words, a company can be thought of as the repository for applications and modules.
GAAP is set up to support multiple companies in the same installation. Each company can be administered separately but share applications with others. However, GAAP does not support concurrent editing. so two users cannot make changes to the same application simultaneously. If another user has made a change, you must log out and log back in again to pick up the latest changes.