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  • 1.  IVR (Self-Service) and Agent assisted Payment integration

    Posted 11-13-2021 15:13
    No replies, thread closed.
    Hello all,

    This is our first integration of Genesys Cloud. I'm well skilled on PureConnect and integrated IVR self-service and agent payments but by the looks this is a different kettle of fish!

    We originally wanted to use Semafoon but recentely we found that Semafone and Genesys IVR (self-service) payments won't work unless you have a 'translator' (middleware) between the two solutions. Our vendor wanted us to use for IVR (Self-Service) payments the Genesys Secure payment solution rather than semafoon.

    I'm trying to find out a few things to avoid implementing a costly solution for agent assited payments and a different solution (less costly) for IVR (self-service) payments.

    I investigated and found that the Genesys Secure Payment solution can actually do both so why am I advised to use a different solution?

    Wondering if there is anyone out there who has done an integration with Global Pay and the Genesys Secure Pay on Cloud for both IVR (self-service) and Agent assisted payments?

    I appriciate if anyone could provide me with some feedback.

    We are based in the UK.
    #Integrations

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    Ruud Reinold
    BNP Paribas Personal Finance UK

    Experience:
    20+ Years Genesys PureConnect
    3 Months Genesys Cloud
    ------------------------------


  • 2.  RE: IVR (Self-Service) and Agent assisted Payment integration

    Posted 11-13-2021 15:53
    No replies, thread closed.
    HI Ruud

    You can certainly build for both scenarios - agent forwarded, and IVR forwarded - in a single Architect secure flow in Genesys Cloud.  The question then just comes down to who your actual payment processor is and having Data Actions within the secure flow to handle the transaction, including any subsequent Data Actions that may be needed to post the transaction outcome into a CRM etc.

    You may also want some logic in that flow to identify if the call came in via the agent transferring them via script or from a self-service IVR menu option.  That way you can decide if you want to use the return to agent option or not and how you do error handling.

    One question though, when you say "agent assisted", I'm assuming you mean agent forwarding them into a secure payment IVR as opposed to the agent actually being involved in entering credit card details for the customer.  You could certainly have the agent pass in the amount to pay but you'll want to make sure you include in your secure flow some type of confirmation option for the customer to accept that's the amount to pay.

    Just make sure when you do build the secure flow that you're aware of all your PCI etc compliance requirements and obligations.

    Bottom line is if an organisation already has a payment provider/card processor, and they have REST services available, you shouldn't need to use any other third party type integration or solution.

    ------------------------------
    Vaun McCarthy
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    Original Message


  • 3.  RE: IVR (Self-Service) and Agent assisted Payment integration

    Posted 11-14-2021 04:05
    No replies, thread closed.
    Thanks for your response. 

    As far I'm aware our payment provider, Global Pay, uses restful API on JSON which should talk directly with Genesys Cloud. Our vendor contradicts this and says in both instances we require middelware which I am doubtful about.

    Hence my question here 

    Kind regards,
    Ruud Reinold

    Telecoms Manager
    BNP Paribas Personal Finance UK

    *********************************************************************  BNP Paribas Personal Finance is a trading style of Creation Financial Services Limited. Registration Number: England 1091883. Registered Office: Chadwick House, Blenheim Court, Solihull, West Midlands, B91 2AA. Creation Financial Services Limited is authorised and regulated by the Financial Conduct Authority.  BNP Paribas Personal Finance is a trading style of Creation Consumer Finance Limited.  Registration Number: NI32565. Registered Office: 4th – 6th Floor, Wellington Buildings, 2-4 Wellington Street, Belfast, BT1 6HT. Creation Consumer Finance Limited is authorised and regulated by the Financial Conduct Authority.  This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom it is addressed. Any views or options presented are solely those of the author and do not necessarily represent those of BNP Paribas Personal Finance. Internet communications are not secure and therefore BNP Paribas Personal Finance does not accept legal responsibility for the contents of this message. If you are not the intended recipient, you are hereby notified that you have received this e-mail in error and that any use, disclosure, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited.  BNP Paribas Personal Finance will not be liable for direct, special, indirect or consequential damage arising from alterations of the contents of this message by a third party or as a result of any VIRUS being passed on.  Any pricing details or other offers delivered via e-mail are not binding on BNP Paribas Personal Finance. If appropriate, an official quotation confirming pricing and bearing an authorisation signature will be provided by post or fax on request.  If you have received this e-mail in error, please notify the sender immediately and delete the e-mail without taking any copies or forwarding it elsewhere.  *********************************************************************



    Original Message


  • 4.  RE: IVR (Self-Service) and Agent assisted Payment integration

    Posted 11-14-2021 16:36
    No replies, thread closed.
    Without knowing your specific architecture and other systems at play here, I can only base my answer off what I've had done.  Any payment provider that has REST endpoints exposed for the purposes of handling card payments (including tokenization if required) should be fine.  If there are any gaps it may be in the piece about posting details of those transactions into the customer CRM.

    Of note, is that at least one payment provider I deal with up until a year ago only provided SOAP endpoints, which is not supported by Genesys Cloud.  For that you will have needed to use middleware to translate the SOAP to REST but I suspect that may not have been allowed under PCI.  I also believe there was an Appfoundry integration that did this middleware piece for that - again if allowed by PCI which I suspect it is not.

    Having said all of that, it does sound like you should open the dialogue with your vendor on this in case there's something missing in your requirements that I'm not capturing here.

    ------------------------------
    Vaun McCarthy
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    Original Message


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