Genesys Cloud Front End Application Development Guide

One of the first tasks a developer is faced with after a Genesys Cloud purchase, is integrating their existing systems, workflows and processes with Genesys Cloud. These integrations can range from:

• Making simple calls out to Genesys Cloud to carry out one or more tasks.
• Embedding an existing application within the Genesys Cloud UI.
• Synchronizing data stored within Genesys Cloud to an internal data store.
• Building a new UI from scratch using the Genesys Cloud APIs.

Genesys Cloud has a broad and deep number of mechanisms for integrating applications and data. These integration mechanisms can be grouped into three categories:

1. API Integrations. API integrations are used to invoke general Genesys Cloud functions. They are all REST-based and mostly use a synchronous request-response approach for API invocations. For example, an API integration could use the Genesys Cloud user and telephony APIs to build a provisioning workflow that will add a user and a WebRTC phone every time a new employee is provisioned within an organization's employee directory.
• Build your Own UI (BYOUI) - Using your own UI and Genesys Platform APIs
• Embedded Client UI - Embedding an application inside Genesys Cloud that is not tied to a particular interaction
2. Data Integrations. Data integrations consist of APIs used to retrieve or synchronize data (e.g. conversation data) from Genesys Cloud to your internal applications or data stores. These integration approaches include event-based messaging and REST-based services that can perform a variety of tasks, including ad-hoc queries, near-time data synchronization and asynchronous data exports.
3. UI Integrations. These integrations consist of Javascript-based components and REST APIS for embedding and building Genesys Cloud functionality directly within your own applications. This integration category also includes a WebRTC SDK to integrate WebRTC call controls directly in your UI and a chat API to integrate chat from your web applications with Genesys Cloud.
• Interaction Widget - Building a widget that is used while an agent is interacting with a customer
• Scripter - Semi-wyswig tool for screen-pops for inbound calls and outbound campaigns
• Embeddable Framework - Integrating Genesys Cloud into an existing CRM (e.g. SalesForce)

The table below provides guidance on some of the most common integration use-cases and the corresponding Genesys Cloud APIs that can be used to carry out the integrations. The left side of the table is a list of common customer integration uses cases. The top row of the table, indicates the available Genesys Cloud integration technologies. The second row in the table, groups the different integration technologies into the three categories (e.g. API Integration, Data Integration, UI Integration) described above. Each X represents a potential integration solution and clicking on it will take you to the documentation associated with that particular API.

Build your own web application and integrate with Genesys Cloud using our Platform SDK.

To simplify application integration to Genesys Cloud, we are providing client libraries which wrap the REST calls in a simple to use interface. See SDK Documentation

Client applications are third-party web application integrations embedded in the Genesys Cloud agent user interface. Client applications are available from Genesys, our technical partners, and our user community.

Embeds third-party webapps via iframe in the Genesys Cloud UI. Embedded client applications can accessed under the Apps menu in Genesys Cloud UI.

Interaction widgets add dynamic content to integrations.

The Interaction widget integration appears on a tab to the right of the interactions control bar. Interaction widget web apps are lazy loaded as tabs. When an agent selects one of these tabs, the app displays information associated with the active interaction.

An agent can run up to 10 web apps concurrently across multiple interactions. The most recent app used runs in the foreground. If 10 apps are running and the agent clicks another app, one of the apps will automatically be closed.

Scripts help agents process interactions. Scripts display editable records and directions to each agent that handles a particular type of interaction. Scripts present agents with details about the caller or contact, often with fields for collecting or updating information. Properly designed scripts ensure consistent handling of interactions.

A script designer can customize a script for many purposes:

• For example, an inbound script can use information that Architect passes to it. When an agent receives a call, the script can display relevant information about the caller, such as data looked up in the IVR call flow, based on the caller’s telephone number or account number. In this scenario, the Architect call flow passes control to a specific script.
• Outbound dialing campaigns often use scripts. Once you publish and assign a script to a campaign, it pops on the agent’s display for each campaign interaction. The script displays details about the contact. It tells the agent what to say and provides the controls and input fields for processing the call. An outbound script displays information from a contact list and later updates that contact record with information that the agent collects.

The Genesys Cloud Embeddable Framework integration enables a version of Genesys Cloud’s contact center services inside your own systems and tools.

Genesys Cloud Embeddable Framework uses the common framework shared by our integrations for CRMs and browser extensions (Chrome, Firefox, Salesforce, and Zendesk). The framework manages the interaction life cycle, making API calls for the most common agent functions.

Improvements to the Genesys Cloud platform are automatically available to your implementation. Rather than building standard call center functionality, you can focus on developing a richer integration between Genesys Cloud and your external system.