Genesys Cloud - Main

?is it possible to import customer recordings AND data from a 3rd party recording system ?.  I have read an old article on the community Genesys Cloud CX - Genesys

where is has advised that Genesys Cloud does not have functionality to import call recordings. So, we implemented extension application with similar user experience for both historical call recordings form other vendors and Genesys Cloud call/screen recordings. Users can do search call/screen recordings by date range, divisions, queues and phone numbers.

What is meant by an extension application and this statement would suggest that it IS possible to import call recordings ?. Is it also possible to import DATA into Genesys Cloud such as information on customers accounts ?. I am not expecting it to be possible but thought i would ask the question.

#Integrations
#Reporting/Analytics

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richard craig
British Telecommunications PLC
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No data can be written to the Genesys Cloud data lake.  While "imported" WFM data can be used for forecasts, they are not part of the Genesys data lake for analytics or reporting.  If you need recordings from your old system, Genesys has the A3S product and we at Ttec Digital have something similar for our customers.  Pretty any speech analytics program like CallMiner et al can ingest the recordings and metadata and report on it.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 10-16-2023 09:52
From: richard craig
Subject: Call Recordings and Customer DATA import

?is it possible to import customer recordings AND data from a 3rd party recording system ?.  I have read an old article on the community Genesys Cloud CX - Genesys

where is has advised that Genesys Cloud does not have functionality to import call recordings. So, we implemented extension application with similar user experience for both historical call recordings form other vendors and Genesys Cloud call/screen recordings. Users can do search call/screen recordings by date range, divisions, queues and phone numbers.

What is meant by an extension application and this statement would suggest that it IS possible to import call recordings ?. Is it also possible to import DATA into Genesys Cloud such as information on customers accounts ?. I am not expecting it to be possible but thought i would ask the question.

#Integrations
#Reporting/Analytics

------------------------------
richard craig
British Telecommunications PLC
------------------------------