Genesys Agent Desktop Customization for connection to CRM

[Gitanjali]

Hi,

We are planning to integrate GAD -Genesys Agent Desktop with a CRM application.
Is the customization possible in GAD application to get / update the customer information.

Thanks in advance

[cavagnaro]

I'd think more on Voice Agent SDK

[Gitanjali]

Plz let me know,Is the customization possible in GAD application to get / update the customer information without G-Plus adapter ?

[cavagnaro]

?? GPlus adapter is to interconnect Genesys with Siebel, SAP, Microsoft, etc. No use for a third party CRM system. On GAD you can try to create a custom tab and do what you need using C# or JSP...
But again, I think best way will be use Genesys SDK to do that.

[Gitanjali]

Hi ,

I have gone through Genesys Agent Desktop developer guide and  learnt about the customization.can u please guide me which SDK i have to follow so that i can send /update values to the CRM application. Thanks in advance

[cavagnaro]

? Using Voice Agent .Net you will have to build Genesys part and also modify your CRM to invoque such methods and functions from your software and make some public function on your CRM to be called, a normal client/server method

[victor]

Cavagnaro,

can you please explain to me the difference between Voice SDK and Platform SDK? I am a little bit confused when to use what and why would I want to use one over the other.

I remember there was a powerpoint presentation describing different Genesys SDKs (I saw it about a year ago); however, was there anything after that that makes it even easier?

Best regards,
Vic

[René]

Hi Vic,

There is no difference between Voice SDK and Platform SDK as these terms represents different things. I would suggest you to download the document "Introduction to SDKs" from Genesys DevZone where you can find all SDK-related information.

In brief:

Genesys Universal SDK - marketing term that covers all Genesys SDKs. License with the same name exists as well.

Genesys Universal SDK splits into 3 areas:
- Interaction SDKs
- Platform SDKs
- IVR SDKs

Interaction SDK - provides high-level interfaces used for RAD (rapid application developments). Programmer works with abstract objects like Agent, Call, Place etc. instead of low-level protocol messages. SDK: Agent Interaction Layer, .NET Toolkit etc.

Platform SDK - provides low-level interfaces for communication with different Genesys servers. Programmer work with the protocol messages/requests directly. SDK: Voice Platform SDK, Open Media Platform SDK, Configuration Platform SDK etc.

Hope it helps you
René