Genesys Cloud CX Embeddable Framework Feature Frees Up Developers to Make Integrations

The Genesys Cloud CX platform built on top of a host of open APIs. There are APIs for literally every action you can take within the Genesys Cloud CX, which can be both a blessing and a curse. If you want to include a set of call controls in your web app, you have to subscribe to a litany of notification topics, implement a host of conversation API methods and add a parser for the whole conversation object—and that’s just to get started. And the key to setting statuses, selecting stations or choosing any other rote contact center features that are just supposed to work is APIs, APIs and more APIs.

Don’t get me wrong; having access to all these APIs highlights the accessibility and flexibility of the entire Genesys Cloud CX. With that said, implementing APIs takes time and a certain level of expertise with the platform’s APIs. Simplify all of that and free up developers to work on the portions of integrations that really matter to them—the parts that directly affect their web apps—with the Genesys Cloud CX Embeddable Framework feature.

The Genesys Cloud CX Embeddable Framework feature is built on top of the common client interface that underpins the Genesys Cloud CX for Salesforce, Genesys Cloud CX for Zendesk and Genesys Cloud CX for Chrome integrations. It provides extension points for external developers to leverage that logic in their own web applications—whether it’s a ticketing system, CRM system, ERP or any other system. If it’s a browser-based web app, you’ve have a quick way to bootstrap a contact center integration. Developers simply need to provide an iFrame for the client to run in and implement a handful of JavaScript events and methods; the tedious portions of the integration are handled for you.

Once the framework is up and running in your web app, you can perform screen pops and save call log records into your app. You also can explore more interesting and sophisticated things now that you have a contact center client inside your app.

The client handles interactions, station selection, status management and even WebRTC audio. It provides methods to listen for interaction attributes, set call log attributes, receive agent call log notes and more. And because it’s built on top of the same client that powers Genesys Genesys Cloud CX integrations, the ongoing development in those integrations is available immediately. So, if a new interaction type is added, you get that for free. You also get updates to the platform at no cost.

The Genesys Cloud CX Embeddable Framework enabling technology makes it easier for technology partners to build integrations by focusing on the portions they know really well and the app that they want to integrate to the Genesys Cloud CX. The feature is in public beta now, and we’re looking for technology partners to review it and see if it’s going to be a good fit for their web application. There’s a documented method to get the Genesys Cloud CX Embeddable Framework up and running locally. You need a Genesys Cloud CX org as a prerequisite. Sign up to become an AppFoundry partner, get your app listed and then make it available to Genesys Cloud CX customers around the world.

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