Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Genesys Cloud Integration with Verint QM

    Posted 08-17-2022 01:57
    Wanted to check on the feasibility of Genesys Cloud Integration with Verint Onprem QM.
    #Integrations
    #QualityManagement

    ------------------------------
    Vimal Venugopal
    ------------------------------


  • 2.  RE: Genesys Cloud Integration with Verint QM

    GENESYS
    Posted 08-17-2022 09:08
    Hi Vimal,

    Typically the Verint system needs to ingest the recordings to perform the QM functions. To do this you will need to export the recordings so they can be consumed by Verint for the QM workflow.

    To extract the recordings at this volume you will need to reference our S3 Export for Recordings: https://help.mypurecloud.com/articles/about-the-aws-s3-recording-bulk-actions-integration/ and then subsequently work with Verint on how these are then ingested.

    Cheers

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management
    ------------------------------



  • 3.  RE: Genesys Cloud Integration with Verint QM

    GENESYS
    Posted 08-18-2022 10:00
    Vimal,

    The Verint team are actively working on an integration with Genesys Cloud that will ultimately be available in the Genesys AppFoundry marketplace.  You should reach out to your Verint account rep to ask about that work.  If they aren't able to help you then send me a direct message and I'll connect you to the appropriate Verint folks to help you out.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 4.  RE: Genesys Cloud Integration with Verint QM

    Posted 11-30-2022 07:45
    Have there been any further updates on this ?

    ------------------------------
    RICHARD PENNINGTON
    British Telecommunications PLC
    ------------------------------