Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/EE27"

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{{SMART UseCase
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{{SMART Meta
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|SMART_Benefits={{SMART Benefits
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|SolutionCategory=EE
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|UCBenefitID=Reduced Administration Costs
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|Solution=Workforce Engagement
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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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|Title=Genesys WFM Third-Party Integration
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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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{{SMART Canonical
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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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|BuyerPersonas=IT Administrator, Systems Administrator
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|PainPoints=*Interdependent data needed by more than one system does not match.​
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|QualifyingQuestions=# How much time do you spend performing redundant data management?
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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 have interdependent data that need to match?
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|DesiredState=*<span class="NormalTextRun SCXP13021955" style="background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; touch-action: pan-x pan-y; vertical-align: 0.09px; -webkit-tap-highlight-color: transparent; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Develop integration between WFM and one or more third party systems with the Genesys WFM API</span>
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# What systems do you maintain that need to synchronize with Genesys WFM?
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|MaturityLevel=Differentiated
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|DataSheetImage=EE27 - genesys wfm third party integration - header (2).jpg
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|SellableItems=Genesys Workforce Management
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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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|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
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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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* Use of the Genesys API within the Genesys PureEngage Cloud environment requires a request to be made through Genesys PureEngage Cloud Operations for the specific application to be developed.
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|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4138e351-2d1f-4446-9e95-89eab85af9b3/0
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|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 
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* The Third Party Systems in question must allow and support the desired integration.
 
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|BusinessImageFlow={{SMART BusinessImageFlow
 
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|BusinessImage=https://www.lucidchart.com/documents/edit/d91f2af3-6141-4b03-919a-ef751f8baea0/0-
 
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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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|BusinessLogic=N/A
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{{SMART DataSheetFlow
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|DistributionLogic=N/A
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|Flow=Identify the data to synchronise
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|CustomerInterfaceRequirements=N/A
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}}
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|AgentDeskRequirements=N/A
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{{SMART DataSheetFlow
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|RealTimeReporting=N/A
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|Flow=Confirm third party to provide access
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|HistoricalReporting=N/A
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}}
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|GeneralAssumptions=Required Development Resources (one or more of the following):
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{{SMART DataSheetFlow
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* Genesys Professional Services developer
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|Flow=Define the appropriate methodology to use
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* Customer-provided developers
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}}
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* Third-Party System Integrator developer
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{{SMART DataSheetFlow
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|RequiresOr=EE01, EE02, EE26
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|Flow=Create and implement the integration
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|CloudAssumptionsAdditional=Required POR Approval
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}}
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|DocVersion=v 1.0.3
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{{SMART Benefits
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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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}}
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{{SMART Benefits
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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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}}
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{{SMART Benefits
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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.
 
}}
 
}}

Revision as of 13:24, March 24, 2020

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.
Important
This information is shared by UseCases use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys WFM Third-Party Integration

Enable bi-directional Integration of WFM with 3rd party systems

Employee Engagement

Workforce Engagement

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform 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.

Platform 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.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results

High Level Flow

Info needed

Data Sheet Image

EE27 - genesys wfm third party integration - header (2).jpg

Canonical Sales Content

Personas

  • IT Administrator
  • Systems Administrator


Qualifying Questions

  1. How much time do you spend performing redundant data management?
  2. What systems do you maintain that have interdependent data that need to match?
  3. What systems do you maintain that need to synchronize with Genesys WFM?

Pain Points (Business Context)

Desired State - How to Fix It


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