Is it possible to integrate Genesys to a home grown CRM ? The CRM application sits locally on every agent's desktop.
Usecase : As of today ,tThe 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. This is just manual outbound usecase . The homegrown CRM also has a provision to integrate with outbound dialer.
Is this feasible ?If yes , what are the options for integration?
It depends what technology this CRM is based on and what integration points it offers.
But a logical approach, if applicable with this CRM, would be to leverage the Genesys Cloud Embeddable Framework.
Thanks for you eply .
As a follow-up , I wanted to understand if embeddable framework works on a hard client based CRM (non cloud based CRM )too ? Also , would you know any app foundry partners that could help achieve this ?
the tech specfications of CRM are :-
Dev tool : Visual studio 2022
Framework : Dot net 4.8
server side vb.net , asp.net ,
client side : JS,HTML,css,
DB : Oracle Client 19 C
The embeddable framework is web based (html/js/css).
I would recommend that you get in touch with your Genesys contact (Genesys Account Executive or Genesys Reseller) to see if they have a partner (integrator) to recommend or to put you in touch with Genesys Professional Services.
AppFoundry only contains integrations with a specific CRM. But you can also contact the AppFoundry partners offering a CRM integration and check with them if they would/could do a custom integration with your CRM.
FWIW this sounds like you're using an ASP.NET web app, which means your users are using a webpage. The embeddable framework can be used in that environment because it only runs client-side; your server-side technologies are irrelevant to its implementation.