Difference between revisions of "EE27/Canonical"

From Genesys Documentation
Jump to: navigation, search
(USC: Updated HLF embed code)
 
(7 intermediate revisions by 4 users not shown)
Line 1: Line 1:
−
{{SMART UseCase
+
{{SMART Meta
−
|SMART_Benefits={{SMART Benefits
+
|SolutionCategory=EE
−
|UCBenefitID=Reduced Administration Costs
+
|Solution=Workforce Engagement
−
|UCBenefit=Real-time synchronization between WFM and payroll, CRM or HR systems eliminates data administration effort and reduces costs.
+
|Title=Genesys WFM Third-Party Integration
 +
|Subtitle=Enable bi-directional Integration of WFM with 3rd party systems
 
}}
 
}}
−
|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.
+
{{SMART Canonical
−
|UCSummary=The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems.
+
|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.
−
|PainPoints=*Interdependent data needed by more than one system does not match.​
+
|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.
 +
|PainPoints=*Interdependent data needed by more than one system does not match.
 
*Excessive manual synchronization of data between Genesys WFM and more than one system
 
*Excessive manual synchronization of data between Genesys WFM and more than one system
−
|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>
+
|DesiredState=*Develop integration between WFM and one or more third party systems with the Genesys WFM API
−
|MaturityLevel=Differentiated
+
|HighLevelFlowLucid=4138e351-2d1f-4446-9e95-89eab85af9b3
−
|SellableItems=Genesys Workforce Management
+
|BuyerPersonas=IT Administrator, Systems Administrator
−
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
+
|QualifyingQuestions=# How much time do you spend performing redundant data management?
−
* 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.
+
# What systems do you maintain that have interdependent data that need to match?
−
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
+
# What systems do you maintain that need to synchronize with Genesys WFM?
−
* The Third Party Systems in question must allow and support the desired integration.
+
|DataSheetImage=EE27 - genesys wfm third party integration - header (2).jpg
−
|BusinessImageFlow={{SMART BusinessImageFlow
 
−
|BusinessImage=https://www.lucidchart.com/documents/edit/d91f2af3-6141-4b03-919a-ef751f8baea0/0-
 
−
|BusinessFlowDescription=# Identify the data elements that need to be synchronized.
 
−
# Confirm the third party system provides access to the needed data element.
 
−
# Define the most appropriate methodology for synchronizing the data elements:
 
−
#* Frequency
 
−
#* Data exchange medium
 
−
# Create and implement integration.
 
 
}}
 
}}
−
|BusinessLogic=N/A
+
{{SMART DataSheetFlow
−
|DistributionLogic=N/A
+
|Flow=Identify the data to synchronise
−
|CustomerInterfaceRequirements=N/A
+
}}
−
|AgentDeskRequirements=N/A
+
{{SMART DataSheetFlow
−
|RealTimeReporting=N/A
+
|Flow=Confirm third party to provide access
−
|HistoricalReporting=N/A
+
}}
−
|GeneralAssumptions=Required Development Resources (one or more of the following):
+
{{SMART DataSheetFlow
−
* Genesys Professional Services developer
+
|Flow=Define the appropriate methodology to use
−
* Customer-provided developers
+
}}
−
* Third-Party System Integrator developer
+
{{SMART DataSheetFlow
−
|RequiresOr=EE01, EE02, EE26
+
|Flow=Create and implement the integration
−
|CloudAssumptionsAdditional=Required POR Approval
+
}}
−
|DocVersion=v 1.0.3
+
{{SMART Benefits
 +
|CanonicalBenefitID=Improved Employee Utilization
 +
|CanonicalBenefit=Free up IT personnel to focus on tasks that matter with automated synchronization between systems.
 +
}}
 +
{{SMART Benefits
 +
|CanonicalBenefitID=Reduced Administration Costs
 +
|CanonicalBenefit=Avoid paying your IT personnel to do the same job twice by cutting redundancy in data management.
 +
}}
 +
{{SMART Benefits
 +
|CanonicalBenefitID=Reduced Employee Attrition
 +
|CanonicalBenefit=Keep IT admins happy and at your company longer; eliminate no-fun redundant data management.
 
}}
 
}}

Latest revision as of 11:37, April 1, 2021

Important
This information is shared by EE27 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


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:

Canonical Benefit Explanation
Improved Employee Utilization Free up IT personnel to focus on tasks that matter with automated synchronization between systems.
Reduced Administration Costs Avoid paying your IT personnel to do the same job twice by cutting redundancy in data management.
Reduced Employee Attrition Keep IT admins happy and at your company longer; eliminate no-fun redundant data management.

High Level Flow

High Level Flow Steps

  1. Identify the data to synchronise
  2. Confirm third party to provide access
  3. Define the appropriate methodology to use
  4. Create and implement the integration

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)

  • Interdependent data needed by more than one system does not match.
  • Excessive manual synchronization of data between Genesys WFM and more than one system

Desired State - How to Fix It

  • Develop integration between WFM and one or more third party systems with the Genesys WFM API


Retrieved from "https://all.docs.genesys.com/EE27/Canonical (2025-06-21 20:39:23)"
Comments or questions about this documentation? Contact us for support!