CTI integration of Genesys Workspace Desktop with new customer portal O4

Slovak Mobile operator O2 went live with the new CX platform O4, which became the mail CRM system of the company. In the past, we developed the CTI integration module for Genesys Workspace Desktop Edition to integrate the Oracle Siebel CRM and previous version of portal O4.

For the new version of portal, there were requirements to support 2 new processes. The first process was calling from prepaid pre-activated SIM card. In that case, WDE should recognize such call and navigate the agent to the specific screen in O4 portal, not the usual one, when calling the customer. The screen to navigate for call from pre-activated SIM cards is also dependent on service provider as you can see on following pictures. Tesco customers have their dedicated website.  

 

 

Second introduced process is creation of customer contact interaction in O4 portal. As O4 has become the main CX platform, it maintains customer contact history. To satisfy this, we have developed functionality in WDE module, to call specific URL of O4 Portal at the end of the interaction to let O4 create the customer contact interaction. The URL call contains interaction information such as number of the caller, start time, end time, call id etc.