Genesys Cloud CX

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  • 1.  Looking to connect with those using their own desktop for GC

    GENESYS
    Posted 07-05-2022 05:52
    Hello community!

    We're doing research on how different organizations might be connecting to Genesys Cloud through desktops other than ours, e.g. Salesforce, ServiceNow, homebuilt, etc. If that describes your org, would love to hear more! We're looking to understand what data is being consumed or pushed to Genesys Cloud and what we might be able to do to make the integrations easier.

    You can reach out directly at leor.grebler@genesys.com.

    Looking forward to speaking!

    Leor
    #ConnectwithaCustomer(NEW)
    #Implementation
    #Integrations
    #QualityManagement
    #Roadmap/NewFeatures

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    Leor Grebler
    Product Manager - Research
    Workforce Engagement Management
    Genesys - Employees
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  • 2.  RE: Looking to connect with those using their own desktop for GC

    Posted 07-06-2022 10:24
    Hi Leor,

    We are partner, we have not built  a custome desktop yet but we have help our customer built theirs. In feedback to your question, mainly, our customer looks to fill views that Genesys Cloud does not has yet implemented or build a minimalist UI for their agents like the embeddable framework but more configurable. In resume, what I have seen, customer has build their own desktop to get:
    - Custom dashboard to get info about agents presence/actvity vs calls vs queues
    - Monitoring dashboard about service failure, something like calls dropping suddlendly or are under some value compared with previous days
    - Custom Agent UI to remove telephony features like place call, release call or hide some non relevant GC features for agent operation, or just make use the entire browser view for other usage.
    - Custom Supervisor UI to make easier call center operaton specially in outbound scenarios.

    Hope this helps you.

    Regards,
    SG

    ------------------------------
    Saugort Garcia
    Interacciones Inteligentes S.A.
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  • 3.  RE: Looking to connect with those using their own desktop for GC

    GENESYS
    Posted 07-08-2022 16:16
    Thanks so much for the response, Saugort. This is helpful!

    Very grateful.

    Leor

    ------------------------------
    Leor Grebler
    Genesys - Employees
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