Genesys Cloud platform FAQ

Genesys Cloud™ is a platform?

Absolutely. Genesys Cloud has been designed as a platform since its start in 2012. We knew we’d add new developers as we grew, so we built clean APIs with plenty of documentation.

We knew we couldn’t predict all the future needs, so we built extensible systems and API calls to efficiently add on new data and functionality. We’ve been active each week making decisions about services and testing, because great architecture doesn’t happen all by itself. Finally, we knew we couldn’t — and shouldn’t — try to cover everything for everyone. We built a robust core with tools to extend it into whatever you might need. In other words: Genesys Cloud has always been a platform.

How is Genesys Cloud different from other cloud platforms?

Genesys Cloud is the original built-for-the-cloud customer experience platform. We don’t grow by bolting on acquired technology. Instead, our developers rewrite and convert new functionality into the platform and add their services to the APIs. We’re continually testing and releasing through a DevOps automation framework for CI/CD. And we focus on building a truly robust service-oriented architecture.

How do I get started developing on the Genesys Cloud platform?

If you have an authenticated organization and a development environment, we can help with our Developer Center Quickstart. You can also try Genesys Cloud for free with a “no risk, no commitment” 30-day experience to see how it works.

How fast is the platform advancing?

We release 1,000 or so small updates each week and more than 300 feature updates a year. Current logs show that 100% of our code is replaced every 14 days (often faster). Deployments occur across all regions and locales. There’s only one version of the Genesys Cloud platform in production at any given time. This allows us to test — massively and thoroughly — any code change as it progresses through multiple staged environments before it’s deployed.

Major feature updates, also known as “epics,” are broken into hundreds of smaller changes with feature flags controlling access. By the time a new feature is made available, it has been in the system under continuous testing for several weeks. See what’s new in Genesys Cloud.

How do you keep Genesys Cloud stable, considering all the changes and growth?

We’re obsessed with resilience. Of course, we work hard to build and test for stability, but in the real world, things always fail. You can continually “harden” a system and it will still fail. True resiliency is a different approach.

When we detect a problem, we check dependencies and restart the process to complete your response before you notice. A failure is temporary and caught before it has any impact to you or your customers. We log and analyze issues, and we make improvements all the time to eliminate those problems in the future. For example, we add past issues to our test automation to make sure they’re caught before they’re promoted. A cloud with an event-driven architecture and microservices gives us the tools needed to build these self-healing systems.

Resiliency is an integral part of our development culture. We challenge our developers with a work environment that includes ongoing, intentional and randomly induced failures. Developers can see whether their systems recover and why with automatic reporting. Using this perspective, we adjust how we code — and we do this all the time. You can see proof of how we work on the Genesys Cloud status page.

If a customer (IT/developer) builds custom code for Genesys Cloud, how can we keep up with the continuous deployments?

Some people more directly ask, “Are your updates going to break our code?” No, that’s not our intent. While we try not to fall in love with our code, we know that everything changes. We embrace change, but in a way that doesn’t break old code (at least, not without extensive time and full transparency). We spend a lot of time and effort focused on the following efforts, because we’re also using the same APIs.

Is training or certification required?

We offer training, but we don’t require certifications. We also offer full support in forums and an online community of developers. All our documents are open and free. Here are some resource examples:

Videos | Blueprints | Tutorials | Guides | APIs | SDKs | CLI | Dev Apps | Open Source 

Can we sell what we build to other Genesys customers?

Yes, absolutely. That’s why we built our Genesys AppFoundry™. It’s a one-stop marketplace of useful apps that Genesys business partners develop and offer to Genesys customers — for all Genesys platforms. We’ll even do the billing directly for you with Genesys Cloud purchases. This means you’ll be paid without having to use extra staff or send reminder calls to customers.

More about the AppFoundry

How do I get started with integrations?

That’s a great question, and we have an entire site focused on helping you with all those details. We built Genesys Cloud to adapt to change — that adaptability makes it easy to set up new systems and make changes whenever they’re needed. Another part of adapting is giving you choices for how to integrate — from AppFoundry pre-built integrations to email automation to extensible data and more.

To start, you could consider some notifications. We offer multiple types, including webhooks. And you can build out other events through Architect, our unified workflow tool. We’re also in beta on extending AWS EventBridge so you can read and create events between Genesys Cloud and your private AWS cloud or on-premises systems.

Introduction to AWS EventBridge for Genesys Cloud

Are there other resources to help with custom development?

Here are the resources we recommend:

What are some common use cases for the APIs?

You can find these by topic on the Genesys Developer Center. Choose your product, then go to:

  • Analytics export, described in the Analytics Overview section
  • Integrate proprietary data from legacy systems into Genesys Cloud
  • Customize data to suit metrics needs, described in the Help section
  • Integrate with existing business intelligence (BI) tools, described in the Help section
  • Share events with your other corporate systems
  • Support requests into legacy systems, such as orders, inventory or customer records
  • Integrate into other custom cloud-based business processes, such as ServiceNow, Oracle or Salesforce
  • Connect workflows to Lex, Google or other AI systems, including support decisions and dynamic content for customers or agents
Can I bring my own form (or a third-party form) and insert it into a Genesys Cloud work area? And can I insert part of Genesys Cloud into one of my other systems?

Yes, many companies do that frequently. In fact, we designed this into our all-in-one user experience to make this very easy with extensible tabs within working views where you can insert forms into iFrames.

Put your form into Genesys Cloud interaction view for agents

Genesys Cloud in other web apps: The Genesys Cloud embeddable framework

Can I overwrite or replace the Genesys user interface with something totally different?

Yes. Uber built an entirely new set of custom views and work areas on top of Genesys Cloud. And it’s running over 29,000 users on the biggest single cloud customer experience center in the world.

Watch the Uber story