DevCon Kick-Off Developing with Genesys - Updated June 6, 2018 - Genesys Cloud
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DevCon Kick-Off Developing with Genesys 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 Manager Open Platform
Genesys Cloud Products
PureEngage Cloud PureCloud
Consumes from
PureEngage PureConnect
Premise Premise/HostedGenesys Cloud Capabilities - New and Coming Soon!
• Altocloud
• Voicebots
• Chatbots
• Predictive Routing
• AI-based Workforce Management
• Interaction AnalyticsGenesys 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 growing Growth in AI, Automation and CRM integrations with Genesys Cloud Click-to-install with premium applications embedded in PureCloud Free trials
PureCloud Becky Powell, Principal Product Manager PureCloud Open Platform
Platform defined
Completely open API first Agnostic developmentFrom Concept to Reality
4B
2B
API invocations per month.
2017 2018
Source: Genesys API statisticsInternal
External
Platform API consumption
Source: Genesys API statisticsDeveloper Experience Efficiency. Enablement. Empowerment.
We love developers
Enablement Evolved
Learn Code GrowBe Delighted.
Be Enlightened.
Be Refreshed.
Be Collaborative.
Be Surprised.
Let’s build something great together.
developer.mypurecloud.com
Copyright ©2017 Genesys. All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered
Genesys confidential and 2001 Junipero Serra Blvd., Daly City, CA 94014 trademarks or trademarks of their respective companies.
proprietary information.PureConnect Scott Thomas – Product Line Manager, PureConnect
Addressing the Complexity
Speech Rec
Workforce Reporting ACD
Mgmt Voicemail
Quality Management
PBX/Dialtone
Social
Interactions
Recording
Virtual Hold
Email
CTI/Screen Pop
Outbound
Dialing
Web Chat Text Dashboards
Fax IVRPureConnect
All-In-One Flexible
Unified
Omnichannel Deployment
Communications
Platform Options
Highly
Scalability Feature-Rich
CustomizablePureConnect Extensibility
Handlers IceLIB ICWSPureConnect
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.PureConnect by the Numbers
3,300+ 25 10 1
customers years years dedicated
globally on premise in the cloud architectureRoadmap Highlights Genesys confidential and proprietary information. Unauthorized
disclosure is prohibited.
Delivered Next Target
• CX Insights – Real-time Workgroup and • Self-Service dashboards for CX Insights ❖ Predictive Routing – Early adopter release
Inbound & Agent Dashboards • Interaction Dialer - SMS campaign support
Outbound
❖ Altocloud Predictive Engagement ❖ Bring your own bot support ❖ WhatsApp messaging support
Digital ❖ Chatbots with Google DialogFlow, ❖ Microsoft Bot Framework • SMS: MMS support
Amazon Lex, and IBM Watson
❖ Voicebots • Intelligent Automation - Multimodal support and ❖ Knowledge Center integration for Agent Self-
Self-
integration with Interaction Connect Service
Service ❖ Hybrid bot and self-service deployments
• Polycom 5.8 firmware support, VVX x50 • Interaction Connect – Native Journey Mapping ❖ Microsoft Teams Support
Open phone support, Trio 8500/880 support
Platform • Audiocodes phone support
❖ Optimizer - AI-driven Forecasting & ❖ Performance DNA Integration ❖ Agent Assist
WEM Scheduling
❖ Available to on-premises customers with a cloud service (hybrid model)
Delivered = Released in the last 6 months
Next = Currently working on or next to be picked up
Target = Known roadmap candidates to be delivered by H2 2020
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.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 applications
o Customer Engagement – Connecting customers to Sales and Service Center from web to mobile applications
o Employee Engagement – Agent Desktops, CRM Integrations, Mobile Desktop
o 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.PureEngage Universal SDKs
Interaction SDK Configuration SDK
Object-based library interface for agent Web services API used for building
interactions. Available in Java or set of provisioning applications
web services.
Platform SDK
Set of API used with applications that
required direct connection to Genesys
Media and Open Media Interaction SDK servers in their native protocol
Java and .NET API used for managing
third-party media interactions.
SIP Endpoint
Queue Interaction SDK Set of API used for building SIP
Java API used for building application to endpoint that connect to Agent Desktop.
monitor interaction queues Available for Apple OS, .NET and Java
Genesys Mobile Engagement
Statistics SDK
Allow the building of mobile applications
Web services SDK to build applications
to connect applications to customer
displaying or managing statistitics
services.• CRM Integrations :Dynamics ,
Open Platform ServiceNow and Oracle
Customize out of the box functionality: Extend with partner assets: • Fraud Detection & Biometrics
• Third Party WFM integration
Integrate with third party products
• Third Party Chat, Email and SMS
• Bring your own technology – Bots &
AI
ACpusptoF
Partner & Dev Community
Independent Services APIs and Toolkits
Platform Services
• Premise Customers
• Partners
• New Customers
-- • Rich set of core APIs (Agent,
Provisioning, Stats, Service Client
API, Task Routing
• Bundles and Toolkits for faster
integrations
• Cloud Data Download
• 35Open Platform API and Toolkit
Agent (Workspace) API Statistics API
Custom Agent Desktop Voice & Chat Real-time statistics for custom need
Omni-channel roadmap
Targeted for on premise delivery.
Includes agent toolkit.
Workspace Toolkit
Development toolset for building rich
custom agent desktop application based
Provisioning API on web technology
Automate provisioning from CRM to
Genesys
Web Application Integration
Task Routing API Integration based in Iframe or popup
Submit tasks for routing. Also enables window
partners to develop assets to route 3rd
party email & chat.
Authentication API
Service Client API
Security Foundation for most other APIs
API based on Post Message
mechanismPartner 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
4:45 PM – 5:30PM Willow Lake 4
CRM integrations
PureEngage: Troubleshooting – tips, tricks and understanding API
3:45 PM – 4:35 PM Homestead 4
errorsCome 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
10:15 AM – 12:30 PM Willow Lake 4
Web Service Client API (SCAPI)
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 3AppFoundry 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 Optimization Integrations Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Most Common Application Types within PureCloud
Interaction KMS Mobile
CRM
Artificial Intelligence Enhancements Knowledge Integrations to 3rd
Party Connect PureCloud
Chat bots, Natural Sentiment Analysis,
Language Processing, management for CRM systems to mobile
Transcription, Context
ASR/TTS Awareness, Language organizations and applications and
Conversion agents platforms
Emerging & Niche UC & C Business Intelligence LMS
Technologies Paging Systems, e911, (BI) Learning management for
Blockchain (interaction Operator Console, Reporting, Dashboards, Agent On-boarding &
chains and PII data Skype, Cisco Spark Data Business Insights training
management),
Gamification, MarTech,
FinTech, Voice TalentPureCloud Premium Apps
215+ Premium App Installs as of June 2019!
Self Deployment Add-on to subscriptions
Integrated Billing Seamless user experience
User License | Permission Consistent agent experiences
Based
Genesys confidential and proprietary information. Unauthorized
disclosure is prohibited.Custom ❖ Build yourself with SDKs and APIs
Integrations ❖ Genesys Professional Services
❖ Genesys Partners
❖ System Integrators (SI)
❖ Value Added Reseller (VAR)
❖ Independent ConsultantsQ&A
Accelerate results with PureCloud APIs
Three levels of expert engagement with Genesys Professional Services
to help you turn use cases into solutions
PureCloud API Quick Start
1 Receive API best practices and recommendations
related to a chosen use case.
Duration: 2 days, 4 hours per day
API Proof-of-Concept
2 Develop a proof-of concept API solution that solves a
chosen use case.
Duration: 40 hours over 2 consecutive weeks
Advanced API Development
3 Develop an advanced proof-of-concept API solution
that solves a chosen use case.
Duration: 4 consecutive weeksThanks
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