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  • 1.  iWD on the cloud

    Posted 03-03-2023 08:59



    We are in process of deploying an iWD On-premise solution for business case management.
    However, we would like to know if there is any roadmap for migrating the iWD solution from On-Prem to Genesys Pure Cloud?


    Or if we have any other service/product for business case management like iWD on the cloud.
    Please confirm.


    Hari Shankar
    Clarisys Global Ltd

  • 2.  RE: iWD on the cloud

    Posted 03-06-2023 08:16

    Hi Hari, yes, there absolutely is a solution we are actively working on for Genesys Cloud to address iWD use cases.  We are calling it 'Work Automation and Task Routing' (or Workitems for short) and we have a significant number of APIs already in beta as well as a limited set of UIs.

    We can already support numerous 'unattended/automated' use cases and are working now on supporting the routing of workitems to agents.  If you take a look at our last recorded roadmap presentation on, you can hear me cover the roadmap in detail.

    If you have any questions, please follow-up with your partner manager and I can work to get them more details.



    Chris Bohlin
    Product Manager - PureCloud

  • 3.  RE: iWD on the cloud

    Posted 03-06-2023 12:38
    Edited by Max Gill 03-06-2023 12:41
      |   view attached

    We are a Genesys AppFoundry Premium App that brings a lot of advanced Work Item functionality to Genesys Cloud. Companies have use our product to smooth the transition from Engage/MultiCloud to Cloud. See the attached datasheet.

    It also has Case Management capabilities.

    Maksim Gill
    Eccentex (Customer Service Platform)


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