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  • 1.  Integrating PEGA

    Posted 12-20-2023 08:49

    Hello everyone,

    Can someone help me with how to integrate PEGA to Genesys Cloud? I need help with scripting and the steps to integrate into Genesys Cloud. 

    Regards,

    Sai Kiran.


    #Implementation
    #Integrations

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    Sai Kiran
    Mercedes-Benz Financial Services
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  • 2.  RE: Integrating PEGA

    GENESYS
    Posted 12-21-2023 10:40

    Hi Sai,

    I'm going to start off by asking if you checked the Genesys AppFoundry marketplace?  I know that Avtex/TTEC have a pre-built integration available to PEGA: https://appfoundry.genesys.com/filter/genesyscloud/listing/2cb0e77b-edba-4eb9-b14a-53f3d5d5865e

    With that said, you can build your own using some of the resources we have available in the platform.

    Useful websites:

    Technologies to consider:

    • If you want to embed a small Genesys Cloud UI into the PEGA UI (assuming that support such a thing) then please check out the Genesys Cloud Embeddable Framework:
      • https://help.mypurecloud.com/articles/about-genesys-cloud-embeddable-framework/
      • https://developer.genesys.cloud/platform/embeddable-framework/
    • If you plan to use the standard Genesys Cloud UI, then there are multiple approaches:
      • Agent Scripts and Data Actions can be used to retrieve data from PEGA to display it to the agent, or to "pop" screens in PEGA
        • https://help.mypurecloud.com/articles/about-scripting/
        • https://help.mypurecloud.com/articles/about-the-data-actions-integrations/
      • You can build your own Interaction Widget UI that would live off to the right of the interaction panel when the agent is handling an interaction. The interaction widget could interact with PEGA:
        • https://developer.genesys.cloud/platform/integrations/client-apps/
      • You could use Process Automation Triggers to listen for events (agent answers, agent leaves) and when those events an Architect Workflow can be triggered that can use Data Actions to perform actions in PEGA (screen pop, update interaction activity, etc)
        • https://developer.genesys.cloud/platform/process-automation/

    It is possible to use these individually or in combination to build a solution that suits your needs.

    I hope that helps gets you started.



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


  • 3.  RE: Integrating PEGA

    Posted 08-06-2024 02:24
    Edited by Aparna Peri 08-06-2024 02:24

    HI @Sai Kiran / Community

    Were you able to find a way to get Pega to Genesys integration working?

    We have a similar requirement to integrate Pega 8.8 with Genesys Cloud.

    Any ideas to get started would be greatly appreciated. Thank you.

    @Siddharth Desai

    #CRMintegrations

    #Pega Cloud



    ------------------------------
    Best regards,
    Aparna
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    Original Message


  • 4.  RE: Integrating PEGA

    GENESYS
    Posted 08-06-2024 09:34

    You might have a look on the Genesys AppFoundry marketplace.  TTEC has an pre-built integration available to PEGA: https://appfoundry.genesys.com/filter/genesyscloud/listing/2cb0e77b-edba-4eb9-b14a-53f3d5d5865e



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

    Original Message


  • 5.  RE: Integrating PEGA

    Posted 08-07-2024 17:27

    Thanks @Jim Crespino

    Yes I am aware of TTEC. We are looking to build something similar in house as our requirements don't meet all that is offered by that integration. 



    ------------------------------
    Best regards,
    Aparna
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    Original Message


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