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{{SMART Meta
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{{SMART UseCase
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|SolutionCategory=EE
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|SMART_Benefits={{SMART Benefits
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|Solution=Workforce Engagement
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|UCBenefitID=Reduced Administration Costs
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|Title=Genesys WFM Third-Party Integration
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|UCBenefit=Real-time synchronization between WFM and payroll, CRM or HR systems eliminates data administration effort and reduces costs.
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|Subtitle=Enable bi-directional Integration of WFM with 3rd party systems
 
 
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|UCOverview=Organizations often already have third-party systems that contain many of the same data elements that Genesys Workforce Management needs to perform its functions. These systems might include wage and time-off information found within a Human Resources (HR) or Payroll Management System. The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and the existing systems, allowing for automated synchronization between the two and eliminating the need for redundant data management.
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|BuyerPersonas=IT Administrator, Systems Administrator
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|UCSummary=The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems.
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|QualifyingQuestions=# How much time do you spend performing redundant data management?
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|PainPoints=*Interdependent data needed by more than one system does not match.​
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# What systems do you maintain that have interdependent data that need to match?
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*Excessive manual synchronization of data between Genesys WFM and more than one system
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# What systems do you maintain that need to synchronize with Genesys WFM?
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|DesiredState=*Develop integration between WFM and one or more third party systems with the Genesys WFM API
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|DataSheetImage=EE27 - genesys wfm third party integration - header (2).jpg
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|MaturityLevel=Differentiated
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|PlatformChallenge=Your organization has systems in place, like Human Resources or Payroll Management systems. The addition of a Workforce Management tool requires many of the same data elements that these systems use, which results in redundant data management. This causes frustration and unnecessary work for your IT personnel.
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|SellableItems=Genesys Workforce Management
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|PlatformSolution=The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and your existing systems, allowing automated synchronization of the two. This eliminates the need for redundant data management, resulting in improved system performance and happier IT personnel.
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|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
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|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4138e351-2d1f-4446-9e95-89eab85af9b3/0
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* Use of the Genesys API within the Genesys Multicloud CX environment requires a request to be made through Genesys Multicloud CX Operations for the specific application to be developed.
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* The Third Party Systems in question must allow and support the desired integration.
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|BusinessFlowDescription=# Identify the data elements that need to be synchronized.
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# Confirm the third party system provides access to the needed data element.
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# Define the most appropriate methodology for synchronizing the data elements:
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#* Frequency
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#* Data exchange medium
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# Create and implement integration.
 
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|Flow=Identify the data to synchronise
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|Flow=Define the appropriate methodology to use
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*Genesys Professional Services developer
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|CanonicalBenefitID=Improved Employee Utilization
 
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|CanonicalBenefit=Free up IT personnel to focus on tasks that matter with automated synchronization between systems.
 
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|CanonicalBenefitID=Reduced Administration Costs
 
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|CanonicalBenefit=Avoid paying your IT personnel to do the same job twice by cutting redundancy in data management.
 
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|CanonicalBenefitID=Improved Employee Attrition Rate
 
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|CanonicalBenefit=Keep IT admins happy and at your company longer; eliminate no-fun redundant data management.
 
 
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Latest revision as of 20:28, November 9, 2021

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.
Enable bi-directional Integration of WFM with 3rd party systems

What's the challenge?

Your organization has systems in place, like Human Resources or Payroll Management systems. The addition of a Workforce Management tool requires many of the same data elements that these systems use, which results in redundant data management. This causes frustration and unnecessary work for your IT personnel.

What's the solution?

The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and your existing systems, allowing automated synchronization of the two. This eliminates the need for redundant data management, resulting in improved system performance and happier IT personnel.

Use Case Overview

Story and Business Context

Organizations often already have third-party systems that contain many of the same data elements that Genesys Workforce Management needs to perform its functions. These systems might include wage and time-off information found within a Human Resources (HR) or Payroll Management System. The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and the existing systems, allowing for automated synchronization between the two and eliminating the need for redundant data management.

Use Case Benefits*

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:

Use Case Benefits Explanation
Reduced Administration Costs Real-time synchronization between WFM and payroll, CRM or HR systems eliminates data administration effort and reduces costs.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems.


Use Case Definition

Business Flow

Business Flow Description

  1. Identify the data elements that need to be synchronized.
  2. Confirm the third party system provides access to the needed data element.
  3. Define the most appropriate methodology for synchronizing the data elements:
    • Frequency
    • Data exchange medium
  4. Create and implement integration.

Business and Distribution Logic

Business Logic

N/A

Distribution Logic

N/A

User Interface & Reporting


Agent UI

N/A

Reporting

Real-time Reporting

N/A

Historical Reporting

N/A

Customer-facing Considerations

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions
None

Workforce Engagement

 None None


General Assumptions

Required Development Resources (one or more of the following):

  • Genesys Professional Services developer
  • Customer-provided developers
  • Third-Party System Integrator developer




Document Version

  • Version v 1.0.3 last updated November 9, 2021

Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysEngage-onpremises/EE27 (2025-06-18 19:07:55)"
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