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Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

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  • 1.  Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-04-2022 16:30
    No replies, thread closed.
    On this 3k-member episode, a winner is announced, the new Genesys Cloud - Beta HQ Community is explored, we get a sneak peek at a SalesForce Beta opening later this week, and meet a new friend to show us the SalesForce Einstein and Genesys Cloud experience.

    Join the new Beta HQ Community.

    Chapters: 

    *Meet Alyssa and the Beta HQ Community: 1:27
    *Upcoming SalesForce Beta: 13:47
    *SalesForce Einstein and Genesys Cloud Demo: 23:55
    *Congrats to our FIRST contest winner! 40:05






    #GenesysCloudCXQAEpisode

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 2.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-04-2022 18:13
    No replies, thread closed.
    Great show. 

    The BYOT salesforce integration shown off here, is there any intent/plan to do similar integration with other major CRMs?

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    Anton Vroon
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    Original Message


  • 3.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-04-2022 20:17
    No replies, thread closed.
    Thanks again for arranging these Matt.

    A couple of questions for the experts from the show please:

    1. The new BYOT mentions real time transcription coming as part of GA.  But then in the CTI portion it mentions feeding the transcription into SF for Einstein/Agent Assist.  I haven't looked but that implies real-time transcription is already available to be pushed into the "legacy" CTI Genesys Cloud for Salesforce integration.  Is that correct?
    2. The BYOT segment mentions if a customer has a focus on digital then they should stick with the current CTI integration.  Is there any possible option for a hybrid of the BYOT model AND the CTI integration?
    3. What's the likely timeline for the BYOT integration model to have the same feature set as the current CTI integration?  Will it work the same as the CTI integration using things like process builder, flows etc and also include campaign integration?
    4. Does the BYOT integraiton use standard Agent Scripts and is there any limitation on what can be done within those scripts?
    5. With the move to browser-app screen recording, is BYOT for Salesforce also being captured as part of that?
    6. For the Einstein integration, can you please recommend a good launching page/blueprint for starting off putting that together?

    Thanks

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    Vaun McCarthy
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    Original Message


  • 4.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 12:14
    No replies, thread closed.
    Vaun

    1. Real Time transcription is available with the Open CTI integration today using the client events: https://help.mypurecloud.com/articles/events-in-salesforce/
    2. Each style of integration relies on a Call Center association within Salesforce.  In Salesforce, a user can only be assigned to a single call center, but there is (generally) no limit to the number of call centers you can have in your organization.  This means you could run BYOT in one portion of your business, and OpenCTI in another with no issues, but you wouldn't be able to use both for a single user (at one time).
    3. In part, the feature sets of BYOT are dictated by Salesforce and the availability of APIs within the Salesforce platform.  In order to discuss timelines on "parity", we'd need to look more closely at the specific features you're interested in.
    4. At this time, scripting is generally intended to be handled within Salesforce for BYOT.  The inclusion of Genesys Cloud Scripts within the BYOT context is something we are evaluating, but have no definitive timelines on at this moment.  
    5. Screen recording with BYOT is TBD, but should likely be feasible with the Screen Recording assistant app based on how it operates.  Specific support for that arrangement will be determined once everything is generally available, and we have an opportunity to update the testing support matrix for all possible combinations of Genesys Cloud clients with the screen recording app.
    6.  There is an example app linked to the client events page I referenced above.  That should be an ideal starting point.

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    Richard Schott
    Genesys - Employees
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    Original Message


  • 5.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 15:47
    No replies, thread closed.
    THanks Richard.  Regarding #5 screen recording, is it the overall plan that this screen recording assistant app is the approach that's needed for all browser app recordings, or is that purely for embedded framework deployments/integrations?  Some of us were hoping it wouldn't need any additional app install like the current workaround with the desktop application.​

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    Vaun McCarthy
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    Original Message


  • 6.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 22:00
    No replies, thread closed.

    Unfortunately, screen recording the entire desktop without notifying the agent they are being recorded requires some form of desktop installed app.  This is due to the fact that the browser sandbox is specifically prohibited from doing this sort of thing, and for good reason.  Could you imagine if any iFrame within a web page you visited (including ads on virtually any website) had the ability to record your entire desktop without you being aware?  That's a security nightmare!  Which is exactly why the operating system prevents the browser from doing this sort of thing. 

    More details on the screen recording app will be available with its release, but what I understand of it is that it will be designed in a way that it can be rolled out via corporate policy and setup to automatically launch on the start of the machine.  It will be a "headless" application, that should not require any user intervention/input in order to perform its function.  



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    Richard Schott
    Genesys - Employees
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    Original Message


  • 7.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-11-2022 16:54
    No replies, thread closed.
    @Richard Schott or others, what is the latency on the real-time transcription? My understanding was that it was 30s or more delayed and that work was ongoing to decrease that to 3-5s. Is that still true or does this Einstein/Agent Assist use case have a faster transcript integration option? ​

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    Casey Ramirez
    Humana Inc.
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    Original Message


  • 8.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-11-2022 17:17
    No replies, thread closed.
    That latency is really determined by the platform.  I know the times you quoted are what's stated for the platform, but in practice we've seen things coming back much faster.  In terms of what we're passing in to Einstein, the Salesforce CTI client is relaying the message as quickly as it is received from the platform, so any enhancements that occur with regards to the latency in real time transcription will flow through automatically to anyone that has implemented it.  It's also worth noting that the Einstein capabilities aren't just limited to voice, but rather are available to most digital channels (emails being the notable exception).

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    Richard Schott
    Genesys - Employees
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    Original Message


  • 9.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-08-2022 11:47
    No replies, thread closed.
    Has there been any discussions on whether Salesforce will ever be able to connect to multiple PureCloud organizations?  At my company, we have a single 'instance' of Salesforce that is used globally, but I have two separate Genesys Cloud orgs.

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    Brenda Wynne
    Alcon Vision LLC
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    Original Message


  • 10.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-09-2022 17:34
    No replies, thread closed.
    Hey Brenda, I have not heard about that. Have you discussed the idea with your Genesys Rep? In either case, I would open an idea for this. Sounds like an interesting feature.

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 11.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 06:59
    No replies, thread closed.
    Hi Brenda, 

    We have a framework, called DaVinci, that allows customers to point to multiple PureCloud organizations through a single Call Center Profile in Salesforce.  Happy to share more details if you're interested to learn more.

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    Anthony Uliano
    President
    AMC Technology LLC
    (804)419-8605
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    Original Message


  • 12.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 12:18
    No replies, thread closed.

    This is already feasible today, with some limitations on the API based integrations from Salesforce back into the platform API of Genesys Cloud.  There is a matrix explaining this here: https://help.mypurecloud.com/faqs/special-considerations-about-running-multiple-genesys-cloud-and-salesforce-organizations/

    When it comes to the OpenCTI client connecting to different organizations, this is handled via the credentials you supply when you authenticate to Genesys Cloud.  If you have Genesys Cloud orgs in different regions, you would need to utilize multiple call centers within Salesforce, as each will have a discrete URL needed to launch the CTI client in the appropriate region.  See https://help.mypurecloud.com/articles/use-different-configurations-for-different-agents/  and https://help.mypurecloud.com/articles/change-the-region-of-your-genesys-cloud-organization/  for more information.  

    If there's something you feel I have missed in addressing your questions, please feel free to contact me directly with more information and we'll get you the info you need.



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    Richard Schott
    Genesys - Employees
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    Original Message


  • 13.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 13:42
    No replies, thread closed.
    Hi Richard, 

    Thanks for clarifying. There are a number of ways to approach this.

    Based on our DaVinci framework, we don't run into the Salesforce API limitations.  We can also handle multiple Genesys Cloud orgs across the other CRM, like Dynamics, ServiceNow, Zendesk, SAP, and Siebel.

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    Anthony Uliano
    Founder / CEO
    AMC Technology LLC
    anthony.uliano@amctechnology.com
    www.amctechnology.com
    ------------------------------

    Original Message


  • 14.  RE: Genesys Cloud Q&A Episode: Betas, SalesForce, and 3k Members

    Posted 04-10-2022 22:07
    No replies, thread closed.
    Just to be perfectly clear, the limitation has nothing to do with Salesforce APIs.  It has to do with the fact that the client credential grant oauth client that is used to authenticate with the Genesys Cloud Public API is scoped to a single organization.  This client credential grant oauth client is used to authenticate for the API calls for Campaign Management, Email Routing, Omni-channel Chat Routing, and the Genesys Cloud SDK running inside Salesforce.  All of these features leverage the Genesys Cloud Public API in order to deliver their functionality, and at this time we only support a single Ouath Client being configured as a part of our managed package, meaning that these features of the integration are scoped to a single org. 

    The embedded client, which handles the majority of the day to day activities for an agent (answering calls, setting presence, WebRTC audio, voicemails, schedule, etc.), has no such limitations, as it is utilizing the user's supplied credentials as part of the login flow; those user credentials define the Genesys Cloud org being connected to, meaning a single user within Salesforce could log out of one Genesys Cloud org and log directly into another by simply providing the correct credentials for the org they're trying to connect to.

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    Richard Schott
    Genesys - Employees
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    Original Message


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