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

Email

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

Thanks