DevCon Breakouts

DevCon is the annual Genesys summit that brings together developers from around the world to build next-generation customer experience applications.

DevCon kickoff (General Session)

Join us as we kick-off the DevCon event and learn our platforms, products, integration options, APIs, SDKs, and AppFoundry.

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11:00AM - 12:00PM

Integration options

James Purciful, Principal Software Architect, Genesys

Take a tour of the many ways to integrate with and develop for the PureConnect platform. This session also includes some integration updates and developer resources.

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PureConnect

12:15PM - 1:15PM

Overview of PureEngage APIs and SDKs

Deepak Dutta, Senior Director, Product Management, Genesys / Bill Mitchell, Senior Product Line Director, Genesys / Prashant Verna, Product Line Director Product Line Director, Genesys

Get an overview of all PureEngage APIs and SDKs, including the Developer Console, Developer Center and Sandbox environments tools. You’ll also see how some of these APIs can be used as Docker Containers with Kubernetes on-premises to facilitate consumption of cloud services in a hybrid deployment.

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PureEngage

12:15PM - 1:15PM

PureCloud API— authorization, making requests, notifications

Chuck Pulfer, Senior Director, Principal Software Architect, Genesys / Becky Powell, Principal Product Manager, Genesys

Get an introduction to PureCloud Platform APIs, or come for a back-to-basics refresher. In this session you’ll learn how to get started with the APIs—from authorizing your application to making requests to the APIs and subscribing to event notifications.

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PureCloud

12:15PM - 1:15PM

PureCloud Chat APIs - introduction

Charles Wall, Team Lead, Lead Software Engineer, Genesys

Get an introduction to the new Chat APIs; learn how to work with agent chats and guest chats and lay the groundwork to build fully functional chatbots integrated with the PureCloud platform.

PureCloud

12:15PM - 1:15PM

PureEngage digital APIs

Patrick Mackey, Senior Director, Product Management, Genesys / Marat Irner, Senior Director, Digital Services, Genesys

Learn about the new PureEngage Digital and AI APIs covering Customer Widget, Messaging Channels, Mobile Applications, and AI integration with Amazon Lex and Google DialogFlow.

PureEngage

12:15PM - 1:15PM

Preview: Google Dialogflow Integration

Priyanka Vergadia, Developer Advocate, Google

Get a sneak-peek and see how PureCloud will integrate Google Assistant into Architect Flows. Presented by Google.

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PureCloud

12:15PM - 1:15PM

Branding widgets for your website

Drew Dyer, Senior Software Engineer, Genesys

Customize the look and feel of widgets on your site using custom CSS.

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PureConnect

2:45PM - 3:35PM

Data actions – intro to deep dive

Richard Schott, Senior Product Manager, Genesys

See how data actions integrations allow you to create static or custom actions that use the Platform API. You can use data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways. From start to finish, this session will walk you through setup, creation, testing and troubleshooting of data actions configurations.

PureCloud

2:45 PM - 3:35 PM

Open Platform roadmap

Becky Powell, Principal Product Manager, Genesys

Take a developer-focused deep dive into the PureCloud Platform API roadmap. This session highlights upcoming features and enhancements, discusses programmatic implications to application development, and covers upcoming improvements to PureCloud developer experience.

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PureCloud

2:45PM - 3:35PM

Overview of Genesys bots and Agent Assist

Rob Blane, Senior Manager, Product Management, Genesys / Rob Marchand, Senior Director, Product Management, Genesys

Gain an overview of the Genesys bots and architecture for PureEngage and PureConnect.

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PureEngage

2:45 PM - 3:35 PM

Workforce planning with AI

Leor Grebler, AI Product Manager, Workforce Engagement Management, Genesys / Michele Fisher, Director, Product Management, Genesys

Increase employee engagement by using Genesys Optimizer with AI-driven forecasting and scheduling to give them flexibility over when and how they work. You’ll learn how Workforce Management tools provide employees with schedules so they can work around personal obligations or bid for time off.

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PureConnect

2:45 PM - 3:35 PM

PureEngage Agent Desktop—integration and customization

Rick Phung, Senior Director, Product Management, Genesys / Boris Nicolas, Senior Director, Omnichannel Desktop, Genesys

Learn how to Integrate web-based applications with Workspace Web Edition using iframe and Service Client API UI integration framework and get a preview of Workspace Web Edition user interface and business logic customization.

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PureEngage

2:45PM - 4:35PM

Analytics introduction and best practices

Maisey Harris, Development Group Manager, Genesys

Whether you want audit log style detail records, aggregate metrics over time or real-time observations, it’s all possible with the PureCloud Analytics API. In this session you’ll get an introduction to the data offered through the API, examples of common data of interest, and best practices for building efficient, powerful queries.

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PureCloud

3:45 PM - 4:35 PM

Troubleshooting - tips, tricks and understanding API errors

Jim Crespino, Senior Director, Developer Evangelism, Genesys

We’ll share our tips and tricks for understanding API errors and how best to get help on our Developer Center.

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PureEngage

3:45 PM - 4:35 PM

Widget Extensions—sending custom data

Chris Highman, Staff Software Engineer – Team Lead, Genesys

Bring your laptop and follow along as you learn to register your own custom widget extensions, send custom data from your widgets to an agent, invoke a handler from a widget, and much more.

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PureConnect

3:45 PM - 4:35 PM

Workshop—build an Alexa skill with PureCloud

Learn how to bring an Alexa skill to life in this hands-on, Amazon-led workshop.

PureCloud

3:45 PM - 4:35 PM

Workshop—building with the PureCloud embeddable framework

Richard Schott, Senior Product Manager, Genesys

Learn how to embed PureCloud into your commercial or homegrown webapps.

PureCloud

3:45 PM - 4:35 PM

Correlating OOTB reports with PureCloud Analytic Results

Maisey Harris, Group Development Manager, Genesys

Learn how to correlate results from PureCloud built-in reports with data from the Analytics API.

PureCloud

4:45 PM - 5:30 PM

Deeper dive into PureEngage Custom Desktop and CRM integrations

Justin Ray, Senior Software Engineer, Genesys

Learn how to get started with predictive engagement in PureCloud.

PureCloud

4:45 PM - 5:30 PM

Going deeper: PureConnect IVR

George Ganahl, Principal Program Manager, Genesys

Learn the three main avenues for building an IVR within the PureConnect platform: Handlers, Interaction Attendant and Genesys Intelligent Automation. This session looks at several solutions, from simple to complex, and highlights the flexibility of both inbound and outbound IVR with PureConnect.

PureConnect

4:45 PM - 5:30 PM

Introduction to Altocloud - predictive engagement in PureCloud

Justin Ray, Senior Software Engineer, Genesys

Learn how to get started with predictive engagement in PureCloud.

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PureCloud

4:45 PM - 5:30 PM

PureCloud - ask an expert

Come to our ‘Ask an Expert’ sessions and get personalized, expert advice on a variety of topics, to include building agent scripts, working with Quality Management APIs, Salesforce and Outbound Integrations, and more.

PureCloud

4:45 PM - 5:30 PM

PureEngage containers on-premises—docker containers and Kubernetes with GWS 9.0

Prashant Verna, Product Line Director, Genesys / Deepak Dutta, Senior Director, Product Management, Genesys / Vlad Baranovsky, Director, Development, Genesys / Petr Makagon, Senior Director, Development, Genesys

PureEngage

4:45 PM - 5:30 PM

Authentication and authorization—fine-grained access control, scopes

Kevin Glinski, Developer Evangelist, Genesys

Get to know two powerful new features: Fine-Grained Access Control and OAuth Scopes. Join this session to learn how changes to permissions and authorization apply to your application development.

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PureCloud

9:00 AM - 10:00 AM

Genesys task routing - PureEngage Cloud

“Kimlan Do, Product Line Director, Genesys / Marat Irner, Senior Director, Digital Services, Genesys

Get an overview of the new Genesys task routing capabilities of PureEngage Cloud. We’ll cover a step-by-step implementation of task routing and how to use task routing to route CRM objects from SalesForce and Oracle Service Cloud.

PureEngage

9:00 AM - 10:00 AM

Going deeper: Customization via Handlers

George Ganahl, Principal Program Manager, Genesys

Learn how to use Interaction Designer and Handlers to customize interaction flows within the PureConnect platform and modify a wide range of other system functionality. Topics include: the Interaction Designer interface, ACD customization, REST and SOAP web service interaction, Custom Client buttons, and Audio Prompt customization.

PureConnect

9:00 AM - 10:00 AM

PureCloud Chat APIs—introduction

Charles Wall, Team Lead, Lead Software Engineer, Genesys

Get an introduction to the new Chat APIs; learn how to work with agent chats and guest chats and lay the groundwork to build fully functional chatbots integrated with the PureCloud platform.

PureCloud

9:00 AM - 10:00 AM

Workshop—building with the PureCloud Embeddable Framework

Richard Schott, Senior Product Manager, Genesys

Learn how to embed PureCloud into your commercial or homegrown web apps.

PureCloud

9:00 AM - 10:00 AM

Build a bot workshop

Rob Blane, Senior Manager, Product Management, Genesys / Jonathan McKenzie, Senior Product Manager, Genesys / Vini Oommen, Senior Product Manager, Genesys

Build a Genesys omnichannel bot using Designer.

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PureEngage

9:00 AM - 11:15 AM

Architect—advanced functionality, APIs and SDK

Move beyond simple call flows and user prompts. In this session you’ll explore common use cases for complex tasks and take a power tour of the Architect API and SDKs.

PureCloud

10:15 AM - 11:15 AM

Preference-based scheduling with AI

Leor Grebler, AI Product Manager, Workforce Engagement Management, Genesys

Increase employee engagement by using Genesys Optimizer with AI-driven forecasting and scheduling to give them flexibility over when and how they work. You’ll learn how Workforce Management tools let employees input their preferences so they can work around personal obligations or bid for time off.

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PureConnect

10:15 AM - 11:15 AM

WebRTC—basics, SDK and troubleshooting

Xander Dumaine, Team Lead, Lead Software Engineer, Genesys

Join this session for soup-to-nuts coverage of WebRTC and telephony topics, from overview to SDKs to troubleshooting.

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PureCloud

10:15 AM - 11:15 AM

Workshop - Chat APIs

Tim Smith, Senior Developer Evangelist, Genesys / Charles Wall, Team Lead, Lead Software Engineer, Genesys

In this workshop, you will build a custom chat webpage that implements the newly released Guest Chat APIs for PureCloud. The project will make use of the PureCloud Guest Chat SDK for JavaScript to implement the necessary API requests to start a chat and converse with an agent. Please attend one of the PureCloud Chat APIs – Introduction sessions prior to this workshop; the workshop content will build on the information from that session.

PureCloud

10:15 AM - 11:15 AM

Part 1: Hands-on workshop - WW Toolkit and WWE Service Client API (SCAPI)

Bring your laptop for a hands-on workshop. You’ll build a voicebot from scratch, route a SaleForce case using PureEngage task routing APIs, build an application using Designer, build a custom desktop using Workspace Web Edition Widget Toolkit, and learn to deploy latest version of Genesys Web Services as containers and consume cloud services in a hybrid deployment model.

PureEngage

10:15 AM - 12:30 PM

Analytics introduction and best practices

Maisey Harris, Group Development Manager, Genesys

Whether you want audit log style detail records, aggregate metrics over time or real-time observations, it’s all possible with the PureCloud Analytics API. In this session you’ll get an introduction to the data offered through the API, examples of common data of interest, and best practices for building efficient, powerful queries.

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PureCloud

11:30 AM - 12:30 PM

Deploying Altocloud - configuration and set-up

Justin Ray, Senior Software Engineer, Genesys

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PureCloud

11:30 AM - 12:30 PM

Performance management and Performance DNA APIs

Rakesh Tailor, Director, Product Management, Genesys / Steve Gardner, Director, Development, Genesys

Start with an overview of Performance DNA and how you can use it to gain insight and develop employee performance. Then, take a deep dive into how to use cloud-available Performance DNA APIs to gather data from across your organization for a consolidated view on performance and understand the next best action in improving your employees.

PureConnect

11:30 AM - 12:30 PM

Troubleshooting—tips, tricks and understanding API errors

Tim Smith, Senior Developer Evangelist, Genesys

Discover tips and tricks for understanding API errors and how best to get help on our Developer Center.

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PureCloud

11:30 AM - 12:30 PM

Open Platform roadmap

Becky Powell, Principal Product Manager, Genesys

Take a developer-focused deep dive into the PureCloud Platform API roadmap. This session highlights upcoming features and enhancements, discusses programmatic implications to application development, and covers upcoming improvements to PureCloud Developer Experience.

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PureCloud

1:45 PM - 2:35 PM

Building a premium app and monetization

Justin Ray, Senior Software Engineer, Genesys / Zach Hinkle, Senior Product Manager, Genesys

Whether you’re building a premium application from scratch or looking to offer your existing custom application to a larger audience, this session will cover the ins and outs of application installation, permission, licensing and billing.

PureCloud

1:45 PM - 2:45 PM

Going deeper: Interacting with a database via Handlers

George Ganahl, Principal Program Manager, Genesys

Learn how to use database tools to interact with a database, including queries, updates, and complex operations utilizing stored procedures.

PureConnect

1:45 PM - 2:45 PM

Performance DNA APIs

Rakesh Tailor, Director, Product Management, Genesys / Steve Gardner, Director, Development, Genesys

Start with an overview of Performance DNA and how you can use it to gain insight and develop employee performance. Then, take a deep dive in to how to use the cloud-available Performance DNA APIs to power Predictive Routing.

PureEngage

1:45 PM - 2:45 PM

Part 2: Hands-on workshop - task routing and designer

Bring your laptop for a hands-on workshop. You’ll build a voicebot from scratch, route a SaleForce case using PureEngage task routing APIs, build an application using Designer, build a custom desktop using Workspace Web Edition Widget Toolkit, and learn to deploy latest version of Genesys Web Services as containers and consume cloud services in a hybrid deployment model.

PureEngage

1:45 PM - 2:45 PM

Part 2: Hands-on workshop - Troubleshooting with dev console

Bring your laptop for a hands-on workshop. You’ll build a voicebot from scratch, route a SaleForce case using PureEngage task routing APIs, build an application using Designer, build a custom desktop using Workspace Web Edition Widget Toolkit, and learn to deploy latest version of Genesys Web Services as containers and consume cloud services in a hybrid deployment model.

PureEngage

3:00 PM - 4:00 PM

Ask an expert panel discussion

Join our panel discussion to get answers about the product roadmap and anything else the audience asks.

PureEngage

3:00 PM - 4:00 PM

Data Actions—introduction to deep dive

Richard Schott, Senior Product Manager, Genesys

See how data actions integrations allow you to create static or custom actions that use the Platform API. You can use data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways. From start to finish, this session will walk you through setup, creation, testing and troubleshooting of data actions configurations.

PureCloud

3:00 PM - 4:00 PM

Implementing chatbots and voicebots

Chris Highman, Staff Software Engineer – Team Lead, Genesys

Build voicebots and chatbots using Intelligent Automation, Google Dialogflow, Amazon Lex, and many more.

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PureConnect

3:00 PM - 4:00 PM

Public API panel

Becky Powell, Principal Product Manager, Genesys

Get your questions answered in a lively panel discussion with our all-star team of software developers and product leaders.

PureCloud

3:00 PM - 4:00 PM

PureCloud - ask an expert

Come to our ‘Ask an Expert’ sessions and get personalized, expert advice on a variety of topics, to include building agent scripts, working with Quality Management APIs, Salesforce and Outbound Integrations, and more.

PureCloud

3:00 PM - 4:00 PM

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