Garima,
I understand that the CRM is not cloud-based, but presumably you have some kind of central datastore for the customer information. (Even if the application is written in M$ Access and the data file is provided by a network share - which I have seen!!!!)
The question is, do you want to "drive" Genesys Cloud from the CRM application, or do you want Genesys Cloud to reach out to, and update / consult the CRM (or both)?
If the former, then as Kyle said, there are SDKs available for many languages, but even if not, you can still do it as long as you are able to send HTTPS requests (I've even managed to do it from VBA!) As long as you have access to the code then you can do it.
If it's the latter (say, you want to consult the CRM from your Inbound Flow to configure the routing decisions) then it's Data Actions. These need to access an HTTP endpoint that can respond to REST requests. This does not have to be in "The Cloud", just publicly visible. So what you do is to write a webservice, which you run on your network, that interfaces with the CRM and is available on a public IP address (this is what I meant by "middleware"). Even if you have an M$ Access database, as I mentioned before, you could do it, although I'd be looking at C# rather than VBA!!
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 08-03-2023 00:13
From: garima balodi
Subject: Integration with home grown crm
HI Paul ,
The CRM is not on cloud , so i wanted to check about the usecase's feasibility .
I have only integrated to cloud based CRM's , if some can shed light on how the same could be achieved for a non cloud / hard client CRM .
Regards
Garima.
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Regards
Garima.
Original Message:
Sent: 08-02-2023 10:50
From: Paul Simpson
Subject: Integration with home grown crm
Genesys Cloud certainly has an API which can be used for external "control" and embedded into an alternate client - in this case, your CRM.
As for sending data back to the CRM, you could either monitor the call (again, using the API) and pull the data as required, or (assuming your CRM uses some form of central database?) you could create some middleware to provide a REST interface to your CRM and then call that from Genesys Cloud with Data Actions.
So possible / feasible, yes. However how complex the task will be will depend on exactly what you are trying to achieve and how much control you have over the CRM and its codebase.
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-02-2023 08:32
From: garima balodi
Subject: Integration with home grown crm
Hi Community ,
Is it possible to integrate Genesys to a home grown CRM ? The CRM application sits locally on every agent's desktop.
Usecase : The 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.
Does anybody work on a similar ask before and would know if this is feasible ?
Regards
Garima.
#Integrations
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Regards
Garima.
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