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Sanatel Consulting has developed a connector for bpm’online integration with Genesys telephony

Genesys Telecommunications Laboratories

Within the project, Sanatel Consulting developed a connector for integrating bpm’online with Genesys telephony in one of the banks of Kazakhstan. The connector allows you to increase the efficiency of contact center operators by implementing the main call control functions in the bpm’online interface:

  • Authorization in the Genesys contact center system.
  • Operator status management (Ready, Not Ready, ...).
  • The main call control buttons are "Answer", "Reset".
  • Displays the subscriber's card, if the incoming number matches. Selection of a subscriber from several cards, with multiple matches.
  • The ability to transfer a call to another operator, in two ways - transfer, and transfer with a call.

The license policy of the manufacturer Genesys prohibits integration with the contact center Genesys without purchasing a license Genesys SDK. At the same time, the connector requires the Advanced Integration Connector Seat licenses, which are significantly cheaper than Genesys Workspace licenses.

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