Agenda

(Subject to change. More sessions will be added; please check regularly for updates.)

Tuesday, September 12, 2017

12:00 PM – 7:30 PM

DevCon Registration Desk Open

1:00 PM – 6:00 PM

Innovation Challenge & DevLounge Open

1:00 PM – 6:00 PM

Partner Hub

2:00 PM – 3:00 PM

General Session: Opening Keynote

3:15 PM – 4:00 PM

Breakout Sessions

PureEngage Track

PureEngage Open API: Genesys Web Service 9.0 Overview

Learn about the evolution of the Genesys Web Services API for PureEngage v9.0.

PureConnect Track

Overview: PureConnect Platform

Join us for a walk through the PureConnect platform, with a look at its basic features and capabilities. Starting with the Interaction Center core architecture, we will explore the all-in-one concept that expands through licensing as needed to meet customer requirements, as well as the add-on Interaction Dialer functionality.

PureCloud Track

Getting Started: Building Your First App

Put the basics together and see your first app in action. Learn from the ground up how to use the Developer Center and Developer Tools effectively, authenticate with OAuth, and build faster with our SDKs. Topics include basic REST API calls, notifications, and call controls.

4:15 PM – 5:00 PM

Breakout Sessions

PureEngage Track

PureEngage Open API: Workspace API

Genesys Workspace Web Edition is a web-based agent-facing application that allows agents to handle interactions in PureEngage. Learn about the API on which Workspace Web Edition is built and how it can be used to create integrations.

PureConnect Track

Overview: Real-World PureConnect Integrations

Come learn about cutting edge solutions built by the Genesys Professional Services team. See what's possible using the PureConnect APIs and how you can meet and exceed your business needs.

PureCloud Track

Building With: ClientApps with the Client SDK

In this session, we will cover the basics of apps and then get right into building, configuring, and running an app inside of PureCloud. We will touch on what makes a seamless app and other UX considerations for embedding within PureCloud. And discuss the PureCloud APIs available to make your apps immersive and a true extension of PureCloud.

5:15 PM – 6:00 PM

Breakout Sessions

PureEngage Track

Platform SDK: Getting Started

If you are writing application for PureEngage Premise, then learn how to take advantage of the Genesys Platform SDK to develop your integration. The Genesys Platform SDK is the basis for nearly every application and you can use that SDK to develop your own contact center servers and client applications.

PureConnect Track

How We Built it: Interaction Scripter for Connect

Come discover how Interaction Scripter for Connect leverages new custom scripting APIs, Dialer ICWS APIs, and the Connect framework to deliver a complete web-based Scripter experience packed with a host of new features. How we reinvented Scripter in the web while maintaining backwards compatibility with existing base script pages and Scripter.NET custom scripting API.

PureCloud Track

How We Built It: Testing pipeline

Learn how the development team utilizes Continuous Integration and Jenkins pipelines to build, test, deploy, and deliver the internal services that power PureCloud.

6:00 PM – 8:00 PM

Welcome Reception

Wednesday, September 13, 2017

7:30 AM – 6:00 PM

DevCon Registration Desk Open

7:30 AM – 8:45 AM

Breakfast

7:30 AM – 6:00 PM

Innovation Challenge & DevLounge Open

7:30 AM – 6:00 PM

Partner Hub

8:45 AM – 9:25 AM

General Session: PureEngage: Kate Overview

Kate is a collection of Genesys products and solutions that work in concert together to provide full or blended AI interaction handling for digital channels. This overview session will discuss the capabilities of Kate in preparation for technical deep-dive breakout sessions in the afternoon that will discuss how to utilize the technologies that make up Kate.

9:25 AM – 10:05 AM

General Session: PureConnect Integration Options

A tour of the many ways to integrate with and develop for the PureConnect platform, expanding upon the overview breakout session from Day 1. This session introduces many of the PureConnect technical deep-dive breakout sessions throughout the conference.

10:05 AM – 10:20 AM

Break

10:20 AM – 11:00 AM

General Session PureCloud Overview

11:00 AM – 11:30 AM

General Session

11:30 PM – 1:15 PM

Lunch

1:15 PM – 2:00 PM

Breakout Sessions

PureEngage Track

Kate Workshop: Genesys Mobile Engagement (Callback, Chat, Email)

Genesys Mobile Engagement is the entry point for your Digital channels into the contact center, whether those interaction start on a mobile device or the web. Come learn how easy it is to get started with Digital interactions using Genesys Mobile Engagement. Jim Crespino and Ali Hockeborn

PureConnect Track

Going Deeper: ICWS API / SDK

Overview of the functionality provided by Interaction Center Web Services (ICWS), REST API for PureConnect. Understand how ICWS can be used for customizations and to support automation.

PureCloud Track

Building With: Using Analytics API to Build Reports

Join us for a live coding session demonstrating Analytics APIs, building analytics queries, custom reporting, and open source analytics projects.

2:15 PM – 3:00 PM

Breakout Sessions

PureEngage Track

Kate Workshop: Widgets

Users of digital channels need a way to initiate interactions with your contact center. Genesys Widgets provides an easy-to-use, out-of-the-box user interface that is easy to embed into web pages with just a few lines of Javascript. Come learn about the capabilities of Genesys Widgets and how to extend them to develop your own widgets.

PureConnect Track

Going Deeper: PureConnect IVR

In this session we will discuss three main avenues for building an IVR within PureConnect: Handlers, Interaction Attendant, and GAAP. We will take a look at several solutions, from simple to complex, and highlight the flexibility of both inbound and outbound IVR with PureConnect.

PureCloud Track

Getting Started: Getting your customers running on your apps

Getting your users seamlessly running on your app is well within the realm of possibility. In this session, we'll discuss the potential challenges with onboarding your customers and ways to work around them to make a painless user experience.

3:00 PM – 3:15 PM

Break

3:15 PM – 4:00 PM

Breakout Sessions

PureEngage Track

Kate Workshop: Digital Messaging Server

Digital Messaging platforms such as Facebook Messenger, Twitter, WeChat, WhatsApp, Skype, Slack, and LINE and the primary means of communication for a new generation. Learn how to use Digital Messaging Server to tap into those messaging platforms and how to extend Digital Messaging

PureConnect Track

How We Built It: PureConnect for Salesforce

Discover how ICWS and Salesforce APIs join forces with Interaction Connect and PureCloud from a single Salesforce AppExchange package to deliver powerful, PureConnect-enhanced features to the Salesforce user experience. Multiple technologies come together on top of PureConnect to create a continuously integrated, deployed cloud offering with new features/updates releasing every two weeks.

PureCloud Track

Building With: Outbound Dialing Campaigns

Come learn about the PureCloud outbound APIs! We'll discuss and demonstrate common integration use cases including contact list and campaign management.

4:15 PM – 5:00 PM

Breakout Sessions

PureEngage Track

Kate Workshop: Bot Gateway Server

Many questions asked over a digital channel can easily be answered using knowledge from your company's knowledge-based or FAQ system. Learn how use can utilize AI platforms such as Watson, CreativeVirtual, API.AI, or Wit.AI with the new Genesys Automatication Services Gateway to front-end your digital interactions with an AI bot to alleviate the workload of your agents.

PureConnect Track

Going Deeper: Customization via Handlers

Learn how Interaction Designer and Handlers can be used to customize interaction flows within PureConnect, as well as modifying a wide range of other system functionality. Topics will include the Interaction Designer interface, ACD customization, Database interaction, REST-based web service interaction, Custom Client buttons, and Audio Prompt customization.

PureCloud Track

How We Built it: Auto Generating API Documentation and SDKs

Get a behind the scenes tour of the automated processes used to generate the SDK source code and produce documentation for the API and SDKs hosted on the Dev Center.

5:15 PM – 6:00 PM

Breakout Sessions

PureEngage Track

Kate Workshop: Engagement Manager

A user logs into your website, a potential customer spends a long time on a web page, or a consumer puts an item in their shopping cart. Hook into these events with Genesys Engagement Manager to proactively interact with consumers via a Digital channel.

PureConnect Track

How We Built It: ICWS Test Framework

Learn how PureConnect developers use modern tools for our Continuous Integration pipeline to provide immediate test results for the ICWS API. If technologies like Jenkins, Node.js, and Jasmine peak your interest, come find out how we use these technologies.

PureCloud Track

How We Built it: The PureCloud Platform API

Learn how PureCloud APIs go from concept to reality. Design, build, deploy, and monitor PureCloud Platform APIs.

6:00 PM

Enjoy Miami!

Thursday, September 14, 2017

7:30 AM – 6:00 PM

DevCon Registration Desk Open

7:30 AM – 8:45 AM

Breakfast

7:30 AM – 6:00 PM

Innovation Challenge & DevLounge Open

7:30 AM – 6:00 PM

Partner Hub

8:45 AM – 10:00 AM

General Session

10:00 AM – 10:15 AM

Break

10:15 AM – 11:30 AM

General Session

11:30 AM – 1:15 PM

Lunch

1:15 PM – 2:00 PM

Breakout Sessions

PureEngage Track

Genesys Interaction Recording

The Genesys Platform can record the audio of voice calls and the screen of digital interactions. Learn how to search the meta data of recordings and then retrieve and playback the recordings for review.

PureConnect Track

Going Deeper: Practical IceLib

Take a tour of our Interaction Center Extension Library for .NET (IceLib). See how quickly and easily it can be leveraged to extend the functionality of your PureConnect experience. We will discuss topics ranging from making a connection to the Interaction Center, retrieving configuration information, handling interactions (calls, chats, emails), monitoring statistics, and working with Dialer.

PureCloud Track

Getting Started: Best Practices for Using OAuth and Trustee Relationships

Get started with securely accessing customer organizations through trusts. Together we will walk through the standard authentication workflows and when to use them.

2:15 PM – 3:00 PM

Breakout Sessions

PureEngage Track

Genesys Workforce Management API

Learn how to integrate third-party systems to Genesys Workforce Management in order to understand how your workplace is staffed and how well agents are adhering to their work schedule.

PureConnect Track

How We Built It: Interaction Connect

Moving from desktop to web, take a look at some familiar features from our past, as well as some refreshingly new additions. Learn how we leveraged modern tools and processes to develop, test, and deploy Interaction Connect.

PureCloud Track

Building With: Developing Advanced Integration Flows

A deep dive into the Data Actions API, the successor to the bridge CRM data dip connectors. With this API you can create Cloud to Cloud integrations with arbitrary third-party REST APIs. We will cover creating new actions and utilizing them from a workflow.

3:00 PM – 3:15 PM

Break

3:15 PM – 4:00 PM

Breakout Sessions

PureEngage Track

Customizing Genesys Pulse

You are probably aware that Genesys Pulse can be used create fantastic dashboards to display Genesys statistical data, but did you know that it offers the capability to consume and display custom statistical data? Come learn how to expose the full potential of Genesys Pulse.

PureConnect Track

Overview: PureConnect Developer Resources

Come learn the resources that are available for PureConnect developers. Developer Portal, API Doc, SDKs / Example Apps, DB Schema documentation, Marketplace / AppFoundry, and more.

PureCloud Track

Building With: Serverless Integrations with Lambda in PureCloud

4:15 PM – 5:00 PM

Breakout Sessions

PureEngage Track

Genesys Workspace Desktop Edition: Getting Started

Genesys Workspace Desktop is the .NET-based, out-of-the-box agent desktop for PureEngage. It has a mature extension framework that allows an extraordinary amount of customization. Learn about how you can extend and customize Workspace to meet the needs of your contact center.

PureConnect Track

Going Deeper: Using Add-ins in Interaction Connect and Desktop

A look at customizing agent workspaces in Interaction Desktop and Interaction Connect using Add-Ins. Make these applications your own by adding your own custom views, behaviors, and integrations.

PureCloud Track

How We Built It: Analytics APIs and architecture

What is big data anyway? Come meet the microservice behind the curtain and an insider view of how PureCloud manages your data.

5:15 PM – 6:00 PM

Breakout Sessions

PureEngage Track

Genesys Workspace Web Edition: Getting Started

Genesys Workspace the web-based, out-of-the-box agent desktop for PureEngage. Learn how you can use the WWE Service Client API from a third-party application to embed the application and communicate with WWE.

PureConnect Track

Roadmap for PureConnect APIs / Integrations

Now that we've filled your head with all of the tools and possibilities available for extending the PureConnect platform, stop by for one last presentation about all the cool things we have planned for the future!

PureCloud Track

Building With: PureCloud API Best Practices

Learn the tips and tricks to efficiently use the PureCloud Platform APIs, what to do when things go wrong, and how to keep yourself out of trouble.

6:15 PM – 6:30 PM

Innovation Challenge Presentation and Closing

6:30 PM – 8:30 PM

Closing Reception