Genesys Cloud - Main

Two years ago the intent from Genesys was for clients to use PureCloud API to build custom reports and dashboard, or subscribe with other providers like PureInsights who used data extractors to extract call details to provide customized reports and dashboards that might be needed because the default system provided by PureCloud did not have those capabilities . So far, there has been a lot of improvement on PureCloud. Presently we can even customize our dashboards, which was not the case before.

We have a set of users requesting that PureCloud should be integrated with Service Now, in other to extract data on queue activities to build reports and dashboards.

With all that has been done in PureCloud or is currently being planned, what could one use as the logical argument not to integrate PureCloud with service now, given that the main reason for the integration is to be able to extract the incoming interactions and build custom reports and dashboards ?
Regards

#Integrations

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Samuel Effange
Nissan North America, Inc.
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I think that really depends on business needs and use cases.  Our strategy is to
-provide a robust API to allow our customers to build their own reports / integrate data with other systems
-support a strong partner network with analytics solutions
-Build out and expand our Out of the Box offerings.   

Each of these is a viable approach with different advantages / disadvantages depending on requirements.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Hi Darlene,

Thanks for your response, and I agree with you that it is good that Genesys is providing the options to customers to build their own reports with the provided API. However, I am in the process of facts finding to determine what are the possible benefit this could bring to our environment by adding this additional layer of complexity, because as it is we are operating more or less purely on software as a service. Using APIs we will be into platform as a service realm.

As you rightly said it depends on the business needs and use cases. Since the argument for us at the moment is towards reports and dashboards, I am looking for the necessary arguments to use for both the advantages and disadvantages of what is presently available in PureCloud. As I said earlier, presently the Dashboard can be customized and there are plans from Genesys to add more features. Are we going to be duplicating information that already exist and is created in PureCloud into another platform?

Regards

Samuel



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Samuel Effange
Nissan North America, Inc.
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Original Message:
Sent: 04-01-2019 16:57
From: Darlene Oordt
Subject: Reports and Dashboard Concerns

I think that really depends on business needs and use cases.  Our strategy is to
-provide a robust API to allow our customers to build their own reports / integrate data with other systems
-support a strong partner network with analytics solutions
-Build out and expand our Out of the Box offerings.

Each of these is a viable approach with different advantages / disadvantages depending on requirements.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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