What it looks like and how it works
A reference architecture for adding Digital channels to your Avaya contact center with Genesys PureEngage
The following is a simplified diagram and contact flow for Digital.
Genesys Digital consists of numerous channels as depicted below. The distribution of the Genesys components in an architecture vary based on which components are involved, communication requirements and established security zones. Some components are deployed in a DMZ, and others are deployed in an internal zone.
Click on a number to follow a simplified contact flow for Digital
As an interaction enters the Genesys environment, there may be some initial pre-processing of the request to determine if it is actionable. For example, in the case of web engagement, there is an ongoing set of events which will be sent to the Web Engagement server as the customer navigates the website. Only if the appropriate rules fire and there is an actual engagement will an interaction be routed to an agent.
The communication ultimately is translated from the channel specific components into Genesys interactions and submitted to the Interaction Server. Interaction Server may perform additional processing on the interaction, such as applying rules to determine if an interaction in actionable in the case of social media.
The interactions then are held in a queue and submitted to the Orchestration Server. The Orchestration Server invokes the strategies and business logic to determine how to process the interaction.
The orchestration strategy might invoke the Classification Server to extract additional context from the text of the interaction to better understand the objective and perform better routing.
Based on the information extracted, Orchestration applies additional logic and selects the most qualified, available agent. It then directs Interaction Server to perform the transfer.
Once real-time interactions, such as chat or co-browse are routed, all ongoing communication occurs directly between the customer and agent.
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