Application Use Cases

 

The table below provides details on various application use cases supported by Genesys Developer Materials. In general, Genesys Express Voice can be utilized as development environment for testing purposes, if there is no existing Genesys Framework software. Simulator Toolkit can be used in lieu of a PBX/ACD to simulate calls to Genesys environment.

For IP environment, either Genesys IP Media eXchange (IPMX) or Genesys SIP Communication Server (SIP CS) products should be used in conjunction with Genesys Express Voice. Choice of IPMX or SIP CS will depend on the contact center size (IPMX up to 1000 agents, SIP CS up to 15,000 agents).

 

Use Case(s) Developer Materials required Runtime requirements
  • Create custom desktops
  • Desktop-level integration with CRM products
  • Integrate knowledge management systems
  • Provide context-based content to agent on the desktop
  • For Voice, E-mail and Web Media interactions
  • Interaction SDK (for Java developers)
    • OR
  • Agent Desktop Toolkit .NET (for .NET developers)
  • For Voice interactions: T-Lib SDK
  • Interaction Connector
    • OR
  • Agent Desktop .NET Connector
  • No runtime requirements for T-Lib SDK
  • Integrate quality monitoring/voice recording systems
  • T-Lib SDK for TDM-based systems
  • IP Recording API for IP-based systems
  • Call Recording ports
  • Integrate wallboards to display statistics
  • Statistics SDK
  • Wallboard Connector
  • Retrieve statistics (e.g., average handle time) in real-time to display on agent desktops
  • Statistics SDK
  • Statistics Connector
  • Supervisor dashboards/centralized configuration & provisioning systems
  • Statistics SDK
  • Configuration SDK
  • Interaction SDK
  • Statistics Connector
  • Configuration Connector
  • Interaction Connector
  • Simulate telephony calls without a switch
  • Simulator Toolkit
  
  • Integrate Interactive Voice Response (IVR) systems with Genesys Suite
  • IVR SDK (available to IVR Vendor Program participants only)
  • IVR Interface Option Ports
  • Voice self-service applications in VoiceXML, both DTMF and/or Speech
  • Genesys Voice Platform: Developer Edition
  • Genesys Voice Platform: Enterprise Edition
  • Genesys Voice Platform: Enterprise Edition
  • Genesys Voice Platform: Network Edition
  • Business Intelligence/analytical applications
  • Contact Center Analytics
  • Service Analytics
  • Genesys Info Mart
  • Genesys Info Mart
  • Custom Enterprise Data warehouse
  • Genesys Info Mart
  • Genesys Info Mart
  • Integration with Contact Center Performance Management
  • Genesys Info Mart
  • Genesys Info Mart