Hi Community,

I have a customer who is an outsourcer who currently makes use of Genesys WEM in their ORG.

One of their customers has decided to use a different ACD (Amazon) but they would like to keep WFM within the existing GC instance. The last resort option is to move to GC EX with a connector between the 3rd party ACD and GC for WFM data sync, but I'm keen to keep them on their existing ORG. Could this be done? Potentially providing Genesys EX may make them look into other 3rd party WFM tools like Calabrio, Puzzle etc

Anyone had experience with this? Could it potentially work if Amazon provided call data to GC through WEM APIs?

Thanks in advance.