CRM IntegrationPureEngage Cloud

Kimlan Do, Product Line DirectorJune 11, 2019

Agenda

CRM Integrations APIs

Integration Options

Case Study – InGenius in Action

Name Description

Agent (Workspace) API Custom Agent Desktop Voice & Chat Omni-channel roadmapTargeted for on premise delivery. Includes agent toolkit.

Statistics API Real-time statistics for custom need

Task Routing API Submit tasks for routing. Also enables partners to develop assets to route 3rd party email & chat.

Authentication API Security Foundation for most other APIs

Provisioning API Automate provisioning from CRM to Genesys

Workspace Toolkit Development toolset for building rich custom agent desktop application based on web technology

Web Application Integration Integration based in Iframe or popup window

Service Client API API based on Post Message mechanism

Open Platform - CRM Integrations APIs and Toolset

Current APIs Provided by the Platform

Service Client API

Workspace and CRM –side by side desktopScreen pop CRM record with HTTP Post

Build CRM Integration with Workspace Toolkit

Salesforce OpenCTI API

Additional logic can be use with Service Client API

Build CRM Integration with Agent API

Building an Integration with MS Dynamics in PureEngage Cloud

Mike McMahon, Director of Software Development - InGenius

Kari: Slide with uiWORLD CLASS CONTACT CENTERS USE INGENIUS TO CONNECT GENESYS INTO LEADING CRMS

ENTERPRISE PROVEN CRM CONNECTOR | DESIGNED FOR MAXIMUM FLEXIBILITY

INGENIUS BY THE NUMBERS

25+ years in business275+ Customers globally40+ Enterprise customers40+ countries100% focused on CTI

INGENIUS END USER FEATURES

Improves Productivity

Improves Customer Satisfaction

Integrates with Existing Business Workflows

SUPPORTED INTEGRATIONS

PureEngage

PureEngageCloud

Available now

Available in Q3 2019

INGENIUS | GENESYS INTEGRATIONS

INGENIUS AT A GLANCE

Phone and Agent Controls / Commands

Internal Network

FirewallInGenius Server(Virtual Machine)

CRMs

Cloud

Cloud Contact Center Provider

Audio Channel

Phone Controls / Commands

Internal Network (Behind Firewall)

OUR JOURNEY

Authentication

Session Management

Call Control

Integration

WORKING WITH GWS AUTHENTICATION API

Challenges• Understanding & Choosing and OAuth flow

• MS Dynamics constraints

• No access to Toolkit -> Raw APIs

• Dev Console Access (in early days)

• CORS (Cross-Origin Resource Sharing)

Lessons Learned• Understand the OAuth RFC!

• Figure out authentication strategy first

• 3rd party integrations may have authentication limitations

• APIs were easy to use

• Postman has OAuth flow built in - just grab a bearer token (to experiment with other APIs)

https://developer.genesyscloud.com/reference/authentication/index.html

WORKING WITH GWS AGENT (WORKSPACE) API

Challenges• Continued CORS issues

• Determining the shape of the data returned from events (provided examples, not types)

Lessons Learned• Documentation of flow (including CometD)

was very good

• Use Workspace Web as tool for integration flow

• Fiddler is very useful for debugging (decrypt and watch raw requests)

https://developer.genesyscloud.com/reference/workspace/Session/index.html

WORKING WITH GWS VOICE

Challenges• Lack of in-house test setup slows progress

• No access to routing controls

• No native number translation support (must conform to specific Genesys format)

• Data from events almost but not quite the same as GET /voice/calls or current session. May cause some confusion

Lessons Learned• API & documentation was great to work

with

• Data and Event model very intuitive

• Access to Dev Console very helpful for debugging to see request / response

https://developer.genesyscloud.com/reference/workspace/Voice/index.html

TESTING THE END TO END SOLUTION

• Need a test environment where we are in control of all the variables

• Need to be able to create / control / configureo IVR tree, digit collectiono Queueso Agents, states, and phoneso White listing

• Because Genesys controls administration of their solution, very difficult to test more advanced scenarios.

• We are working with Product Management at Genesys to find solutions

THE BOTTOM LINE

• Raw APIs very straightforward to use, but I’m sure the Toolkit will be even better

• API Documentation is well-done and helpful

• Genesys is a great partner!

• Testing with a Cloud based telephony system is a bit tougher

ThanksCome and visit InGenius in the Partner Pavilion Kiosk B29