CTI integration of Genesys Workspace Desktop and campaign module of mobile operator web-portal

In recent days, the O2 mobile operator has launched the new campaign module of its O4 portal. O4 portal has recently become the main customer system of the mobile operator and is gradually enriched with modules that were part of the previous CRM system.

In the past, we developed a module for O2, primarily for the integration of Genesys WDE and Siebel CRM, which was later extended with integration with the O4 portal with a chat channel. Moving the campaign module from CRM to the O4 portal required an extension of the WDE integration module.

Two new processes have been developed in Genesys Workpace Desktop Edition for the new campaign module. The first process is to support and integrate“preview” campaigns. In this type of campaign, the agent receives a notification, after accepting he calls the customer manually. The second process involves the promotion of progressive campaign types, where the system calls the customer automatically, When the call is answered, the call is forwarded to the agent. In either case, either when the call is received or when a campaign call is received, the agent is automatically navigated to the campaign activity screen, as shown. The navigation is preceded by customer authentication for the possibility of logging into the portal. 

In addition, the campaign integration process creates an interaction in O4 portals for each campaign call, to track customer contact history.

The consultants of CCW company continuously implement CTI integration of agent application Genesys Workspace Desktop Edition and their CRM systems since 2016.