Integrating .NET based desktop application with Genesys CX

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Hello. We are getting started with our Genesys Journey. Most of our applications are web based but we do have a few desktop applications that we would need to integrate with Genesys so that we could do a screen-pop, make a phone call and also alert/notify agents upon certain non-telephony events. So my question starts with

  1. What Genesys offers to build an integration with a desktop .NET application so that a screen pop happens upon the call hitting the agent extension?
  2. What Genesys software will we need on the agent desktop to work as the softphone?

Thanks in Advance,
Vikram

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Genesys Cloud's primary API is the REST-based Platform API. You can invoke its methods from any application capable of completing an appropriate OAuth flow and making HTTP requests. The API documentation can be found here: https://developer.genesys.cloud/devapps/api-explorer. .NET languages are capable of these tasks and there is a native .NET SDK: https://developer.genesys.cloud/devapps/sdk/docexplorer/pureclouddotnet/. For event-driven use cases, you can receive notifications.

The Genesys Cloud web app includes a softphone. If you're not using the OOTB client and are building your own from scratch, you can implement the WebRTC SDK to build your own softphone. All softphone offerings from Genesys Cloud use the web browser's WebRTC APIs.

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Thanks Tim. I will do some reading now and then bother you again. Hope that would be ok?

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