Genesys Workspace Desktop chat media integration

For our customer – Mobile telecommunication operator - O2 Slovakia, we have developed Genesys Workspace Desktop edition integration with their customer portal – “O4” for chat channel.

We have extended Genesys WDE version 8.5 in that way that for each customer chat interaction custom tab with O2 customer portal webpage is opened.

The use case is as follows. Customer initiates chat session using Genesys chat widget on O2 website. Genesys receives chat and according to defined routing strategy routes the chat interaction to appropriate agent. Customer can be either authenticated or not. This information is propagated to the Workspace Desktop. If customer is authenticated, WDE Extension uses customer credentials and automatically authenticates customer in portal O4.

If customer is not authenticated during chatting or chatting person is not a O2 customer, WDE opens login page and agent authenticate customer manually, please see following picture.

 

Chat channel is the second media which has been integrated within Genesys Workspace Desktop Edition. O2 Slovakia has a roadmap to blend all media channels within Genesys WDE and integrate them either with existing Oracle Siebel CRM application or new portal solution O4.

CCW is the main partner for WDE extensions, customizations and integrations with 3rd party applications, previously with Oracle Siebel CRM, nowadays with customer portal O4.