Davide,
I will admit that many of our Partners in the AppFoundry don't list support for PureEngage Cloud for various reasons, but mostly it is because demand hasn't warranted the investment. I'm certain if you reached out to them, then they may entertain enhancing their premise-based offering to support PureEngage Cloud.
If your telephony topology provides an SBC that they can plug into and you can provide daily meta data via exported reports, then they most likely can adapt their products to work for cloud.
One vendor I came across works for both Premise and Cloud, Interaction Archive Recorder:
https://appfoundry.genesys.com/filter/pureengage/listing/6af98a02-88f6-4391-a1d1-dd998c7d1035Another vendor that you might reach out to is DataVoice:
https://appfoundry.genesys.com/filter/pureengage/listing/303a2c8d-72b7-4b91-b588-0c471e35ba36I will note that not every QM partner for PureEngage has joined the Genesys AppFoundry, so you might talk with your Genesys Account Rep and see if they have some additional ideas of 3rd parties that support Genesys but aren't in the AppFoundry.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 01-10-2020 13:50
From: Davide Giglio
Subject: Has anyone integrated with any other QM Product
Jim, can you please provide some vendors on the AppFoundry that I can look at? I've been searching the site for about 45 minutes and have not found any that do agent evaluations and quality management. Is there a way to filter on Cloud, there are too many On Premise only getting in the way of my search as well.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 01-09-2020 11:00
From: Jim Crespino
Subject: Has anyone integrated with any other QM Product
David,
There are several vendors listed in the AppFoundry marketplace (http://appfoundry.genesys.com) can can either perform interaction recording by hooking into an SBC, or that can take recordings and metadata from Genesys and analyze them. Most work for PureEngage Premise, but a few work with PureEngage Cloud. You might have a look around there.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 01-08-2020 22:03
From: Davide Giglio
Subject: Has anyone integrated with any other QM Product
Hi Kevin. We actually use RCBS extensively to download and store all call and screen recordings in an Azure cloud environment to avoid the extra costs of storage with Genesys. We keep the recordings in Genesys for three months for evaluating but also download them because we must keep recordings for quite some time (18 + months). We also created a UI to search and playback these recording from our cloud storage.
Your idea has some merit, we could investigate a 3rd party application to use the downloaded recordings. I'd prefer to have it linked directly with Genesys if possible, our process has about a week lag.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 01-08-2020 20:19
From: Kevin Brown
Subject: Has anyone integrated with any other QM Product
Davide,
I don't believe you can SIP fork calls to a third party recording system. Having said that, you can use RCBS to pull calls and either store them on premise or in a third party QM cloud solution. I had to pull call recordings with the associated metadata a couple of years ago using RCBS, so I know that it works.
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Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
Original Message:
Sent: 01-07-2020 21:23
From: Davide Giglio
Subject: Has anyone integrated with any other QM Product
Hello Community,
We are finding the QM module in PureEngage Cloud (SpeechMiner) is not at the level we need to properly evaluate and coach our agents. Has anyone integrated Genesys directly with other QM products? I would be interested in hearing what others are doing for QM, using 3rd party application or finding success with SpeechMiner.
Thanks very much.
#QualityManagement
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Davide Giglio
FCA US LLC
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