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Tight Integration possibility with home grown crm and genesys cloud

  • 1.  Tight Integration possibility with home grown crm and genesys cloud

    Posted 06-05-2025 19:03

    garimabalodi | 2023-08-02 12:37:16 UTC | #1

    Hi Dev Forum ,

    Is it possible to integrate Genesys to a home grown CRM ? The CRM application sits locally on every agent's desktop.

    Usecase : As of today ,tThe agents double-click and launch their CRM desktop application and select customer number and hit 'dial' button present in their CRM screen . This in turn should launch genesys manual outbound call and all the genesys information like wrapup should be passed back to the crm. This is just manual outbound usecase . The homegrown CRM also has a provision to integrate with outbound dialer.

    Is this feasible ?If yes , what are the options for integration?

    Regards, Garima.

    Jerome.Saint-Marc | 2023-08-02 13:34:12 UTC | #2

    Hello,

    It depends what technology this CRM is based on and what integration points it offers. But a logical approach, if applicable with this CRM, would be to leverage the Genesys Cloud Embeddable Framework.

    Regards,

    garimabalodi | 2023-08-03 04:21:03 UTC | #3

    Hi Jerome ,

    Thanks for you eply . As a follow-up , I wanted to understand if embeddable framework works on a hard client based CRM (non cloud based CRM )too ? Also , would you know any app foundry partners that could help achieve this ?

    the tech specfications of CRM are :- Dev tool : Visual studio 2022 Framework : Dot net 4.8 server side vb.net , asp.net , client side : JS,HTML,css, DB : Oracle Client 19 C

    Regards Garima

    Jerome.Saint-Marc | 2023-08-03 07:26:31 UTC | #4

    The embeddable framework is web based (html/js/css).

    I would recommend that you get in touch with your Genesys contact (Genesys Account Executive or Genesys Reseller) to see if they have a partner (integrator) to recommend or to put you in touch with Genesys Professional Services.

    AppFoundry only contains integrations with a specific CRM. But you can also contact the AppFoundry partners offering a CRM integration and check with them if they would/could do a custom integration with your CRM.

    Regards,

    tim.smith | 2023-08-03 13:47:56 UTC | #5

    garimabalodi, post:3, topic:21278
    client side : JS,HTML,css,

    FWIW this sounds like you're using an ASP.NET web app, which means your users are using a webpage. The embeddable framework can be used in that environment because it only runs client-side; your server-side technologies are irrelevant to its implementation.

    garimabalodi | 2023-08-10 06:50:59 UTC | #6

    thanks Jerome!!

    Regards Garima.

    garimabalodi | 2023-08-10 06:51:30 UTC | #7

    Thanks Tim!!

    Regards Garima.

    system | 2023-09-10 06:51:40 UTC | #8

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 21278



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