The Genesys PureCloudTM platform built on top of a host of open APIs. There are APIs for literally every action you can take within the PureCloud platform, which can be both a blessing and a curse. If you want to include a set of call controls in your web app, you have to subscribe to a litany of notification topics, implement a host of conversation API methods and add a parser for the whole conversation object—and that’s just to get started. And the key to setting statuses, selecting stations or choosing any other rote contact center features that are just supposed to work is APIs, APIs and more APIs.

Don’t get me wrong; having access to all these APIs highlights the accessibility and flexibility of the entire PureCloud platform. With that said, implementing APIs takes time and a certain level of expertise with the platform’s APIs. Simplify all of that and free up developers to work on the portions of integrations that really matter to them—the parts that directly affect their web apps—with the PureCloud Embeddable Framework feature.

The PureCloud Embeddable Framework feature is built on top of the common client interface that underpins the PureCloud for Salesforce, PureCloud for Zendesk and PureCloud for Chrome integrations. It provides extension points for external developers to leverage that logic in their own web applications—whether it’s a ticketing system, CRM system, ERP or any other system. If it’s a browser-based web app, you’ve have a quick way to bootstrap a contact center integration. Developers simply need to provide an iFrame for the client to run in and implement a handful of JavaScript events and methods; the tedious portions of the integration are handled for you.

Once the framework is up and running in your web app, you can perform screen pops and save call log records into your app. You also can explore more interesting and sophisticated things now that you have a contact center client inside your app.

The client handles interactions, station selection, status management and even WebRTC audio. It provides methods to listen for interaction attributes, set call log attributes, receive agent call log notes and more. And because it’s built on top of the same client that powers Genesys PureCloud integrations, the ongoing development in those integrations is available immediately. So, if a new interaction type is added, you get that for free. You also get updates to the platform at no cost.

The PureCloud Embeddable Framework enabling technology makes it easier for technology partners to build integrations by focusing on the portions they know really well and the app that they want to integrate to the PureCloud platform. The feature is in public beta now, and we’re looking for technology partners to review it and see if it’s going to be a good fit for their web application. There’s a documented method to get the PureCloud Embeddable Framework up and running locally. You need a PureCloud org as a prerequisite. Sign up to become an AppFoundry partner, get your app listed and then make it available to PureCloud customers around the world.

 

Richard Schott

Richard Schott

Richard is the product manager for Integration Services for PureCloud by Genesys. He helps tie together PureCloud and the other IT systems leveraged within the contact center. With a continued focus on utilizing the best features of every system to...