Workforce Engagement Management

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  • 1.  WFM on GC when ACD is 3rd Party

    Posted 07-25-2024 10:39

    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.


    #WorkforceManagement

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    Neil MacColl
    Kerv Experience Limited
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  • 2.  RE: WFM on GC when ACD is 3rd Party

    Posted 09-21-2024 20:05

    Not currently, but that is the plan of EX in the future - to allow a CX ORG to consume a 3rd-party or other CX ORG data and schedule across both systems.  EX should be able to use Amazon Connect data, but I don't Genesys has come out with a blueprint or support for that yet.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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