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  • 1.  Simple RPA from Genesys into home grown CRM?

    Posted 04-25-2022 08:53
    No replies, thread closed.
    Hi Genesys community.  We currently authenticate our customers prior to queing the call to a live agent.  The data is popped into Genesys however we do not pop the account nuymber into our internally developed (not fully cloud based) CRM application.  So, the agent copies and pastes the account number from Genesys into our application.  I know there are RPA solutions on the market (UiPath, etc.) that could handle this but I wanted to ask the community if anyone has done anything creative/free or has other suggestions on how to accomplish. 

    Thanks in advance
    Tom
    #Ask Me Anything (AMA)

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    Tom Jackson
    The Avon Company
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  • 2.  RE: Simple RPA from Genesys into home grown CRM?

    Posted 04-26-2022 14:01
    No replies, thread closed.
    Is your CRM page screen-popped into the Genesys desktop or is it a separate browser window?

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    Maksim Gill
    Eccentex, Inc.
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  • 3.  RE: Simple RPA from Genesys into home grown CRM?

    Posted 04-28-2022 08:42
    No replies, thread closed.
    our internally developed CRM is a seperate executable - not cloud based so is a serparate and distinct application

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    Tom Jackson
    The Avon Company
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    Original Message


  • 4.  RE: Simple RPA from Genesys into home grown CRM?

    Posted 04-27-2022 12:44
    No replies, thread closed.
    Tom,

    A few questions...

    - Are you running Genesys Cloud in a browser?  If so, which browser?  If not, are you running the Desktop Application version of Genesys Cloud?
    - Since your CRM is not fully cloud based, is there any mechanism at all that you could use to pass it the phone number to start a search?
    - Do you agent's use MS Windows machines?

    If your agents are on MS Windows machines then there are some "external" tools that could help facilitate this.  In the past I've used Auto Hot Key (https://www.autohotkey.com/).  It has the ability to scrape data from one system and paste it into another.  So essentially it would be doing what your agents do today, but it would be doing it automatically.  You can script it to "watch" Genesys Cloud and recognize when the Account Number is being displayed to the agent in Genesys Cloud, it can scrape that Account Number and put it in the clipboard, it can then make the CRM the active window, paste the account number, and click the search button.  I don't know if your IT department will sanction Auto Hot Key, but it would be worth asking.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 5.  RE: Simple RPA from Genesys into home grown CRM?

    Posted 04-28-2022 08:41
    No replies, thread closed.
    Thanks Jim.  We are using the Genesys Cloud desktop version and yes, we are on Windows 10 machines.  Let me take a look at autohotkey.com and see if its a fit.

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    Tom Jackson
    The Avon Company
    ------------------------------

    Original Message


  • 6.  RE: Simple RPA from Genesys into home grown CRM?

    Posted 04-28-2022 12:58
    No replies, thread closed.
    Depending on the size of your operation, maybe something like Windows 10's free RPA tool can work. I've never used it but maybe it's a temporary solution:
    https://powerautomate.microsoft.com/en-us/desktop/ https://flow.microsoft.com/en-us/blog/automate-tasks-with-power-automate-desktop-for-windows-10-no-additional-cost/

    If you decide to go to another CRM, I recommend looking at one designed to be integrated to Genesys Cloud. There are a couple out there and could save you a lot of headache.

    ------------------------------
    Maksim Gill
    Eccentex, Inc.
    ------------------------------

    Original Message


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