integrate to transform · api/sdk selection chart •like stackoverflow •70+ questions w/ 79+...

Integrate to TransformGet to Know Genesys SDKs and APIsJim CrespinoDirector, Developer Enablement

Integrate to Transform

•AppFoundry: A partner marketplace for Genesys1

2DevFoundry: A developer portal for PureEngage and PureConnect

3Integration Opportunities: SDKs, APIs, and Use Cases

55 GENESYS CONFIDENTIAL AND PROPRIETARY. FOR INTERNAL USE ONLY. 5

What Is The AppFoundry?

appfoundry.genesys.com

Visibility

Easily search for pre-built integrations available globally.

Marketplace

Showcase and advertise 3rd party integrations

Competition

Competing integrations and customer reviews breed improved products

Navigating the AppFoundry


Empowering You to Integrate




What Is The DevFoundry?

developer.genesys.com

Portal

A free, open, developer-focused website for all Genesys developers

Learning

Tutorials, Quick Starts, and How-To’s get developers started quickly

Support

Q&A forum allows developers to ask development related questions about SDKs and APIs


DevFoundry Highlights

• 1+ year old (launched in Q1 2016)

• 520+ registered membersStatistics

• Assisted 40+ partners integrate to Genesys in 2016

• 70 forum questions asked and answered

• 2016 Developer Summit, first one in 5 years!

Successes

• Combining PureEngage and PureConnect in 2H 2017

• Revamp to include PureEngage Cloud APIs2017

Roadmap

DevFoundry Portal Features

• BitBucket GIT Repository – 16 projects

• SolutionFoundry Innovations – 8 projects

• Documentation and API/SDK Selection Chart

• like Stackoverflow

• 70+ questions w/ 79+ selected answers

•25+ articles in the form of Tutorials, Quick Starts, How-To’s

•Expose overlooked APIs

ArticlesQ&A

Forum

SamplesResource

Links

DevCloud is a hosted Genesys environment playground for partners that are new to Genesys to “test the waters”, allowing them to integrate without a lot of upfront Genesys knowledge.

• Hosted and DevFoundry-managed collection of Genesys VMs.

• BEC-like and Premise-like environments

• Access limited to 60-90 days

• 20+ partners onboarded.

Playing in a DevCloud Sandbox

Reaching the Summit

• Held in Toronto

• 2 days

• 120+ attendees from across the globe

• 5 main stage presentations and 10 technical breakouts

DevSummit2016

• 3 days

• Longer technical breakouts

• Hack-a-thon w/ Shark Tank Competition

• Training

DevSummit 2017

Genesys Developer Summit

Let’s See It

WHAT YOU ARE GOING TO LEARN TODAY




Genesys Integration Use CasesThe Genesys SDK

Primary Cast of Characters

• Low-level, direct-to-server

• C# and Java libraries

• Foundation of Genesys applicationsPlatform SDK

• REST API

• Contact center-facing applications

Genesys Web Services

• REST API

• Web/Mobile, consumer-facing applications

Genesys Mobile Services

Supporting Actors

• .NET library

• SIP & RTP client implementationSIP Endpoint SDK

• Web instrumentation for digital channels

• Pre-built Chat, Callback, Knowledge, Email widgetsGenesys Widgets

• Desktop: .NET Extension Framework

• Web: Javascript Service Client APIWorkspace APIs

• Java API

• Connect to text-based channelsSocial Channel Driver

• Omni-channel call flows

• Channel routingOrchestration/Routing

Genesys Platform SDK

• Foundation of many of our own products

• SDK is mature and stable

• .NET and Java libraries

• Direct connection, low-level TCP/IP protocols• Config Server

• TServer/SIP Server

• Interaction Server

• Universal Contact Server

• Outbound Contact Server

• SDK releases are mostly driven by enhancements/additions to the server protocols

Genesys Web Services

• HTTP-based REST API

• Contact Center-facing Applications• Administration

• Supervisor

• Agent

• Foundation of Workspace Web Edition

Genesys Mobile Services

• HTTP-based REST API

• Consumer-facing Digital Channels• Callback

• Chat

• Email (web form)

• Knowledge Self-Service

• Extensible Service API using ORS

• Foundation of Genesys Widgets

Genesys Widgets

• Out-of-the box, configurable web components to include in your web site

• Automatable through the Widgets JavaScript API

Use Case: Customized Agent Apps

• Benefits:• Increase agent productivity for special ways of operation• Increase agent productivity by embedding into CRM

• Examples:• Agent Scripting• Gamification• CRM

• Easy Integrations:• Workspace Desktop-Edition Custom Extensions• Workspace Web-Edition Custom Tabs

• Advanced Integrations ($$$):• Platform SDK• Genesys Web Services

Use Case: Real-time Statistical Data

• Benefits:• Show exactly what you need, the way you need it

• Some customers may need special processing of the data

• Examples:• Agent/Supervisor Dashboards

• Wallboards

• WFM Feeds

• Easy Integrations:• Genesys Pulse with Custom Widgets

• Advanced Integrations ($$$):• Platform SDK

Use Case: Automated Provisioning

• Benefits:• Increase productivity and adherence to business processes

• Customize routing or agent parameters

• Examples:• Centralized employee on-boarding creates Genesys agent profile

(Person, Place, DN, Agent Login, etc)

• Manage agent skills and levels


• Genesys Web Services

Use Case: Web & Mobile Applications

• Benefits:• Access to Genesys interaction channels through the web or mobile

apps

• Examples:• Offer live chat assistence on your website

• Provide callback functionality in a mobile application

• Allow for self-service by exposing Knowledge Manager topics

• Easy Integrations:• Genesys Widgets


• Genesys Mobile Services

Use Case: Embedded SIP Softphone

• Benefits:• Easy operations for agents

• Limit access of agents to phone operations

• Example:• Embed SIP communications into a custom application

• Easy Integration:• SIP Endpoint SDK for .NET or Mac

• Out-of-the-box alternatives:• Genesys Workspace SIP Endpoint (Workspace Desktop Edition)

• Genesys Softphone (integrates with Genesys Workspace Web Edition)

Use Case: 3rd Party IVR Integration

• Benefits:• Use customer data collected by the IVR• Control IVR behavior from a Genesys strategy• Invoke Genesys agent-routing capabilities from IVR• Monitor IVR port utilization

• Example:• Customer with existing non-Genesys IVR

• Genesys APIs to use:• IVR SDK• Platform SDK• Genesys Mobile Services/Orchestration

• Out-of-the-box alternative: Just use the Genesys Voice Portal (GVP)

Use Case: 3rd Party Recording Integration

• Benefits:• Associate Genesys call data to call records

• Trigger recording through Genesys call monitoring

• Example:• Customer with existing recording system

• Genesys APIs to use:• Platform SDK

• Out-of-the-box alternative: Genesys Interaction Recording

• Note: Use of SIP Server recording port not authorized any more! (Active Recording)

What You Learned Today




Why This Matters to You

Find Genesys Integration

Opportunities

Leverage Pre-built AppFoundry

Integrations or Genesys SDKs/API

Improve Agent Productivity and

Customer Experience

Generate Greater Revenue

Opportunity for Bonuses and Job

Security

Jim Crespino

Director of Developer Enablement

email: [email protected]

phone: +1 785.477.0504

Where to get more information.

Today or Tomorrow

Here at CX17!

The CX17 event app has direct links to the content on genesys.com

Come and see us at the G-Bar! We will be happy to answer your questions

about integrations, partners product offerings, and technical development

questions.

When you are back at the officehttp://appfoundry.genesys.com

• For pre-built partner product offerings

http://devfoundry.genesys.com

• For developer related resources

Speak to Genesys staff, we are here to help

http://appfoundry.genesys.com/

http://devfoundry.genesys.com/

Thank You

integrate to transform · api/sdk selection chart •like stackoverflow •70+ questions w/ 79+...

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