PureEngage On-Premises

Can someone explain the difference between the GPlus adapter vs the IWS adapter (both for Salesforce)? Why would one use one adapter over the other? What are the primary differences?

Both are installed on Salesforce as call centers/softphones, right? Does one connect back through the user's desktop (IWS) vs one connecting directly to the Genesys servers (GPlus)? Does GPlus have the softphone UI in Salesforce vs the IWS adapter works with the IWS softphone (on the users desktop)? Am I on target here, or way off base?

Thanks!

-L

No, GPlus adapter is something like API between Genesys and Siebel environment, but no softphone. The IWS is an agent application which offers (with using mentioned adapter) to communicate with your CRM system directly from IWS application. I would recommend you to contact your Genesys representative for request the demo.

Thanks Jakub, but I believe the GPlus adapter for Salesforce does include a softphone as you can see from the screenshots here: https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5l6REAR

It still isn't clear what the specific differences are between the two adapters or why one would use one over the other.

GPlus adapter is using mostly in cases where the Siebel is used as the agent application. In other hand, the IWS adapter is used in case, where the IWS is used as the agent application, but Siebel is the CRM system. Strongly recommend to contact your Genesys representative to better explain or request demo

Great, thanks Jakub.