Genesys Cloud for PureConnect

The Genesys Cloud for PureConnect integration enables CIC administrators to set up a paired Genesys Cloud environment entirely within CIC Interaction Administrator that enables communication between CIC and Genesys Cloud only users. Genesys Cloud for PureConnect requires no manual configuration within Genesys Cloud for basic implementations.

Note: Customer Interaction Center (CIC) is part of the PureConnect family of products that includes CIC, Interaction Dialer, Interaction Process Automation, Interaction Collector, Interaction Decisions, and more.

Several Genesys Cloud for PureConnect features are available in Interaction Connect and Interaction Desktop:

Access to Genesys Cloud Collaborate via a Collaborate button
CIC co-browse (supported in CIC 2020 R2 or later)
CIC web-based phone (supported in CIC 2020 R2 or later)

These features are supported for both on-premises and Cloud. The CIC web-based phone requires a Genesys Cloud Edge server on the customer’s premises.

For more information, see the Genesys Cloud for PureConnect Administrator’s Guide

Notes:

The Genesys Cloud Directory view was removed in CIC 2019 R3.
Genesys Cloud Bridge replaces the previous bridge server in CIC 2019 R4 and later. For more information, see About Genesys Cloud Bridge for PureConnect.
Status synchronization was removed in CIC 2019 R4.
To address issues with Genesys Cloud for PureConnect, contact PureConnect Customer Care.

PrerequisitesClick to expand

The Genesys Cloud for PureConnect integration is a requirement for all of the Genesys Cloud for PureConnect features. The Genesys Cloud for PureConnect integration is free to PureConnect customers and includes Genesys Cloud Collaborate features. Additional requirements, licensing, and fees apply to advanced features like CIC co-browse and CIC web-based phone.

Genesys Cloud for PureConnect requires CIC 2016 R3 (initial phase) or later. Advanced features like CIC co-browse and CIC web-based phone require later versions of PureConnect.

Communication and data flowClick to expand

Configure in Interaction AdministratorClick to expand

The CIC administrator completes the Genesys Cloud for PureConnect configuration in a few simple steps in Interaction Administrator. Once the configuration process completes, the integration:

Creates a Genesys Cloud organization if one does not exist or uses an existing Genesys Cloud organization.
Creates a Genesys Cloud Admin user with the email address and password that the administrator provides.

The Genesys Cloud Bridge on the CIC server securely synchronizes gathered information to the paired Genesys Cloud organization. After completion, the administrator can open Genesys Cloud Admin directly from Interaction Administrator.

Note: In CIC 2016 R4 or later, the administrator can monitor the Bridge and Connector health through a new view in Interaction Administrator

User information synchronizationClick to expand

Genesys Cloud for PureConnect automatically and continuously syncs CIC user information into its paired Genesys Cloud organization. Genesys Cloud for PureConnect syncs the following default CIC user information in the Genesys Cloud organization:

Display name (required for user to sync)
Email address (required for user to sync)
Extension
Business number
Work phone
Mobile phone
Department name
Title

In order for CIC user information to replicate successfully in Genesys Cloud, ensure that the required display names and email addresses are complete in Interaction Administrator.

Note: In CIC 2016 R4 or later, users can choose whether they want Genesys Cloud or CIC to be the primary source for their status and presence in the Genesys Cloud organization.

Access Genesys Cloud Collaborate from CIC clientsClick to expand

CIC co-browse in Interaction ConnectClick to expand

In CIC 2017 R2 or later, the CIC co-browse feature is available in Interaction Connect. CIC co-browse enables two or more people to view and interact with the same webpage simultaneously. An Interaction Connect user can use the co-browse feature to give direct assistance to a visitor to your company’s website. With the consent of the website visitor, the agent can take full or limited control of the visitor’s view of the webpage and interact directly with it. At the same time, the agent can talk to or chat with the visitor.

Note: CIC co-browse is a billable Genesys Cloud service that requires a Genesys Cloud CX3 license. The Genesys Cloud service is available to CIC customers at a discounted rate. Contact CloudSales@genesys.com to arrange for this discount.

CIC web-based phone for Interaction Connect usersClick to expand

In CIC 2017 R2 or later, the CIC web-based phone is available for Interaction Connect users. The CIC web-based phone enables Interaction Connect users to use a web browser on a computer as a SIP telephone. The CIC web-based phone uses WebRTC as the communication protocol. This feature eliminates the need to distribute, install, and configure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PC’s.

Note: CIC web-based phone is a billable Genesys Cloud service that requires a Genesys Cloud Communicate license. The Genesys Cloud service is available to CIC customers at a discounted rate. Contact CloudSales@genesys.com to arrange for this discount.

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