Developing with Genesys
DevCon Kick-Off
Updated June 6, 2018
An Experience
Jim Crespino – Sr Director, Developer Evangelism
DevCon Logistics
Jim Crespino
Agenda ❖ Tuesday❖ Breakouts 12:15pm – 1:15pm❖ Lunch in the Expo and DevLounge❖ Breakouts 2:45pm – 5:30pm❖ Reception in the Expo and DevLounge
❖ Wednesday❖ Breakfast in the Expo and DevLounge❖ Breakouts 9:00am – 12:30pm❖ Lunch in the Expo and DevLounge❖ Breakouts 1:45pm – 4:00pm❖ Reception in the Expo and DevLounge
Genesys Cloud
Becky Powell, Principal Product ManagerOpen Platform
Genesys Cloud Products
PureEngage Cloud PureCloud
PureEngagePremise
PureConnect Premise/Hosted
Consumes from
Genesys Cloud Capabilities - New and Coming Soon!
• Altocloud
• Voicebots
• Chatbots
• Predictive Routing
• AI-based Workforce Management
• Interaction Analytics
Genesys Cloud Developer Ecosystem
• Consume innovation from across the Genesys product suite
• Build anything with even more open APIs
Accelerate innovation with our Genesys Cloud application marketplace (AppFoundry)
280 applications and growingGrowth in AI, Automation and CRM integrations with Genesys Cloud
Click-to-install with premium applications embedded in PureCloudFree trials
PureCloud
Becky Powell, Principal Product ManagerPureCloud Open Platform
Platform definedCompletely open API first Agnostic development
From Concept to Reality
Source: Genesys API statistics
4B
API invocations per month.
2017 2018
2B
Source: Genesys API statistics
Platform API consumption
Internal
External
Efficiency. Enablement. Empowerment. Developer Experience
We love developers
Learn Code Grow
Enablement Evolved
Be Delighted.
Be Enlightened.
Be Refreshed.
Be Collaborative.
Be Surprised.
Let’s build something great together.
Copyright ©2017 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.Genesys confidential and
proprietary information. Unauthorized disclosure is
developer.mypurecloud.com
PureConnect
Scott Thomas – Product Line Manager, PureConnect
Addressing the Complexity
ACD
Web ChatFax
Outbound Dialing
PBX/Dialtone
Quality Management
Reporting
Social Interactions
Voicemail
DashboardsIVR
Virtual Hold
Text
CTI/Screen Pop
Workforce Mgmt
Speech Rec
Recording
PureConnect
All-In-One Omnichannel
PlatformUnified
CommunicationsFlexible
Deployment Options
Highly Customizable Scalability Feature-Rich
Handlers IceLIB ICWS
PureConnect Extensibility
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
PureConnect
3,300+ 25 10 1customers
globallyyears
on premiseyears
in the clouddedicated architecture
PureConnect by the Numbers
The product roadmap presented is for informational purposes only. It represents Genesys’ current plan of record for the associated products. Genesys at its sole discretion has the right to add or delete any features or functionalities from the current feature roadmap. Dates in the product plans are only indicative of Genesys' current assessment and are subject to change. Genesys does not commit that any specific features or functionality will ultimately be released, made generally available, or provided. The terms and conditions, including pricing, of any features or functionalities that may be described in the product plan that are ultimately released, made generally available, or provided under an agreement are subject to future negotiations and future agreement on the terms and conditions which would govern any sale. There are no penalties, liquidating damages or other remedies associated with changes to the product plans including cancellation of any specific feature or functionality or delay in the timing of development.
Roadmap Highlights Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Delivered Next Target
Inbound & Outbound
• CX Insights – Real-time Workgroup and Agent Dashboards
• Self-Service dashboards for CX Insights• Interaction Dialer - SMS campaign support
❖ Predictive Routing – Early adopter release
Digital❖ Altocloud Predictive Engagement❖ Chatbots with Google DialogFlow,
Amazon Lex, and IBM Watson
❖ Bring your own bot support❖ Microsoft Bot Framework
❖ WhatsApp messaging support • SMS: MMS support
Self-Service
❖ Voicebots • Intelligent Automation - Multimodal support and integration with Interaction Connect
❖ Knowledge Center integration for Agent Self-Service
❖ Hybrid bot and self-service deployments
Open Platform
• Polycom 5.8 firmware support, VVX x50 phone support, Trio 8500/880 support
• Audiocodes phone support
• Interaction Connect – Native Journey Mapping ❖ Microsoft Teams Support
WEM❖ Optimizer - AI-driven Forecasting &
Scheduling ❖ Performance DNA Integration ❖ Agent Assist
❖ Available to on-premises customers with a cloud service (hybrid model)
Delivered = Released in the last 6 monthsNext = Currently working on or next to be picked upTarget = Known roadmap candidates to be delivered by H2 2020
PureEngage
Prashant Verma
PureEngage and Custom Applications
• API and tools have been used by partners and customers to enhance and extend the contact centers toolset
• The following type of applicationso Customer Engagement – Connecting customers to Sales and Service Center from web to mobile applicationso Employee Engagement – Agent Desktops, CRM Integrations, Mobile Desktopo Workforce Optimization – Provisioning data sync from HR to Genesys, Workforce Management sync from
Genesys to third party WFM, Wallboards, Contact Center Dashboard, o Business Optimization - Integrated dashboard for business insights, Work distribution for all offline work objects.
Configuration SDK Web services API used for building provisioning applications
Queue Interaction SDK Java API used for building application to
monitor interaction queues
Interaction SDKObject-based library interface for agent interactions. Available in Java or set of
web services.
Genesys Mobile EngagementAllow the building of mobile applications to connect applications to customer services.
Media and Open Media Interaction SDKJava and .NET API used for managing
third-party media interactions.
Platform SDKSet of API used with applications that required direct connection to Genesys servers in their native protocol
SIP EndpointSet of API used for building SIP endpoint that connect to Agent Desktop. Available for Apple OS, .NET and Java
Statistics SDKWeb services SDK to build applications displaying or managing statistitics
PureEngage Universal SDKs
Open PlatformCustomize out of the box functionality: Extend with partner assets: Integrate with third party products
• �35
Platform Services • Premise Customers • Partners • New Customers
• CRM Integrations :Dynamics , ServiceNow and Oracle
• Fraud Detection & Biometrics• Third Party WFM integration• Third Party Chat, Email and SMS• Bring your own technology – Bots &
AI
• Rich set of core APIs (Agent, Provisioning, Stats, Service Client API, Task Routing
• Bundles and Toolkits for faster integrations
• Cloud Data Download
APIs and Toolkits
Partner & Dev Community
Independent Services
- AppF
- Cust
o
Statistics APIReal-time statistics for custom need
Task Routing APISubmit tasks for routing. Also enables partners to develop assets to route 3rd
party email & chat.
Agent (Workspace) APICustom Agent Desktop Voice & Chat
Omni-channel roadmap Targeted for on premise delivery.
Includes agent toolkit.
Authentication APISecurity Foundation for most other APIs
Provisioning APIAutomate provisioning from CRM to
Genesys
Workspace ToolkitDevelopment toolset for building rich custom agent desktop application based on web technology
Web Application IntegrationIntegration based in Iframe or popup window
Service Client APIAPI based on Post Message mechanism
Open Platform API and Toolkit
Partner Onboarding Pipeline
Come and join us today at these PureEngage sessions
Session Time Room
Overview of PureEngage APIs and SDK 12:15 PM – 1:15 PM Willow Lake 4
PureEngage Digital APIs 12:15 PM – 1:15 PM Homestead 4
PureEngage: Overview of Genesys bots and Agent Assist 2:45 PM – 3:35 PM Homestead 4
PureEngage: Agent desktop – integration and customization 2:45 PM – 4:35 PM Willow Lake 4
PureEngage: Deeper dive into PureEngage custom desktop and CRM integrations 4:45 PM – 5:30PM Willow Lake 4
PureEngage: Troubleshooting – tips, tricks and understanding API errors 3:45 PM – 4:35 PM Homestead 4
Come and join us tomorrow at these PureEngage sessions
Session Time Room
PureEngage: Build a bot workshop 9:00 AM – 11:15 AM Homestead 4
Genesys Task Routing – PureEngage Cloud 9:00 AM – 10:00 AM Willow Lake 4
PureEngage Workshop Part 1 – Workspace Toolkit and Workspace Web Service Client API (SCAPI) 10:15 AM – 12:30 PM Willow Lake 4
PureEngage Workshop Part 2 – Genesys Task Routing and Designer 1:45 PM – 2:45 PM Willow Lake 4
PureEngage Workshop Part 2 – Troubleshooting with Dev Console 3:00 PM – 4:00 PM Willow Lake 4
PureEngage: Ask the Expert Panel Discussion 3:00 PM – 4:00 PM Homestead 4
PureEngage: Performance DNA APIs 3:00 PM - 4:00 PM Homestead 3
AppFoundry and Integrations
Jim Crespino
What is AppFoundry?
A marketplace to give all Genesys Customers access to third-party integrations and applications
AppFoundry today
+280 Apps+210 Technology Partners
https://appfoundry.genesys.com
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Over 90 integrations available for PureCloud 52%+ of customers are actively using 1 or more paid integration
Customer Engagement Integrations
CRM Integrations
Business OptimizationIntegrations
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Most Common Application Types within PureCloud
Artificial IntelligenceChat bots, Natural
Language Processing, ASR/TTS
Interaction Enhancements
Sentiment Analysis, Transcription, Context Awareness, Language
Conversion
KMSKnowledge
management for organizations and
agents
LMSLearning management for
Agent On-boarding & training
MobileConnect PureCloud
to mobile applications and
platforms
Emerging & Niche Technologies
Blockchain (interaction chains and PII data
management), Gamification, MarTech, FinTech, Voice Talent
UC & CPaging Systems, e911,
Operator Console, Skype, Cisco Spark
Business Intelligence (BI)
Reporting, Dashboards, Data Business Insights
CRMIntegrations to 3rd Party
CRM systems
PureCloud Premium Apps
Self Deployment Add-on to subscriptions
User License | Permission Based
Seamless user experience
Consistent agent experiences
Integrated Billing
215+ Premium App Installs as of June 2019!
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Custom Integrations
❖ Build yourself with SDKs and APIs❖ Genesys Professional Services❖ Genesys Partners
❖ System Integrators (SI)❖ Value Added Reseller (VAR)
❖ Independent Consultants
Q&A
PureCloud API Quick StartReceive API best practices and recommendations related to a chosen use case. Duration: 2 days, 4 hours per day
Accelerate results with PureCloud APIsThree levels of expert engagement with Genesys Professional Services to help you turn use cases into solutions
1API Proof-of-ConceptDevelop a proof-of concept API solution that solves a chosen use case. Duration: 40 hours over 2 consecutive weeks2Advanced API DevelopmentDevelop an advanced proof-of-concept API solution that solves a chosen use case. Duration: 4 consecutive weeks3
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