Next Steps

Genesys Open Media represents a new interaction type for the Genesys CIM Platform that will allow customers to integrate virtually any media type (e.g., trouble tickets and scanned documents) through the Genesys routing environment. This will allow the customer to prioritize, route and manage these interactions together with traditional contact center interaction types such as Inbound voice and Genesys E-mail. Some examples of different media types that can be integrated through Open Media are Faxes, SMS messages, workflow items and web based training modules (e-Learning).

This new interface makes integration between 3rd party applications and the Genesys platform much easier and more supportable that integration points. As a result, Open Media provides excellent opportunities for Independent Software Vendors and System Integrators to maximize their revenue opportunities.

Developer Materials for Open Media developers

From a technical perspective, Genesys Open Media is the enabler for this capability, but to build the integration, you must actually use the Genesys Interaction SDK v 7.1 or higher. Open Media is the runtime license that is required to deploy integration built using the Interaction SDK in production. Customer must also have the CIM Platform version 7.0.2 or higher for this integration.

FAQ

Who should join?
Independent Software Vendors (ISV) who develop enterprise or contact center specific applications, which can leverage the Genesys routing software, to route various media to agents are ideal candidates for this developer segment. In addition, System Integrators and Value Added Resellers who build integrated contact center solutions for their customers should consider joining the InterWorks program.

How does my customer buy runtime software?
Customers will need to purchase Open Media seat licenses as this is the runtime component of the solution. These seats can be purchased from Genesys directly or through Genesys channel partners (Value Added Resellers and System Integrators)

What is the price for developer materials?
Price quotes for the Interaction SDK will be furnished once the Mutual Confidentiality Agreement and Developer License agreements have been executed.

Do I need to buy maintenance coverage?
Yes. Maintenance is required for ongoing support for any purchased Genesys software. Specific Licensee responsibilities for maintenance and support are outlined in Sections 7 and Schedule A of the Developer License Agreement between Genesys and InterWorks partner.

Technical Support

Technical support on Open Media and the Interaction SDK is available through Genesys Technical support (http://support.genesyslab.com). Once the Interaction SDK is purchased with maintenance, you will become eligible to register on Genesys technical support web site. Please note that the technical support is specific to Open Media and the Interaction SDK only and does not include application and/or integration related questions that are unique to each development project. Genesys Professional Services can be contracted separately to obtain such application-specific support or help in building applications. InterWorks membership does not automatically provide any discounts for Genesys Professional Services engagements.

Please refer to the following link for more information about Genesys technical support; http://www.genesyslab.com/services_support/technical_support.asp.

Training

Genesys currently doesn't offer a specific Open Media or Interaction SDK course although there are courses such as SSD and GAD that do cover the Genesys SDKs as a whole. Genesys University may offer a new course specific to Open Media and the Interaction SDK depending on customer demand.

Refer to http://www.genesyslab.com/training/ for specific curriculum guidelines.

Licensing Developer Materials for Open Media development

InterWorks program participation entitles members to acquire Genesys software. Quotes will be issued to members once the InterWorks Developer License Agreement and Mutual Non-disclosure Agreement (MNDA) are signed. Send an email to genesysinterworks@genesyslab.com to receive a quote.