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Architecture, Prerequisites and other considerations for CTI :  Zendesk & Genesys Cloud

CXPLAY is building a #nocode integration and automation platform to transform the CX workspace. With CXPLAY, business users can visually integrate apps, automate workflows and develop bridge apps, thereby streamlining end to end CX tech process. All of these achieved without writing a single line of code. 

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The integration utilises Zendesk's  App Framework   and Genesys Cloud Platform APIs to facilitate the integration leading to a unified Agent app in which Genesys Cloud agent functionality is embedded within the Zendesk app along with workflows associated to conversation and data handling in CRM during the conversation. 

With this integration, Agents get one-app bringing customer data, workflows and customer engagement tools in one place - Zendesk.

Benefirts

  • Deploy CX transformation 50X faster.
  • No coding competency required
  • Unlock more business outcomes and beyond the contact center.
  • Future proof and ever upgrading stack
  • No rip-replace of existing infra when a new process or technology evolves.

Zendesk - App Framework

Zendesk App Framework is an omni-present frame that Application partners can use to provide integration for communication service providers into the Zendesk platform. One of the core requirements is the ability to connect and serve code from different domains that can connect seamlessly with partner subsystems. This cross domain connection is required to keep connections and callbacks registered into communication systems without any cross domain issues.

Zendesk App framework has two significant parts: one that lives in the Zendesk application (referred to as TopFrame) and this API that is sourced from the partner application. This API has the necessary methods to communicate with TopFrame and control the visual features of the Zendesk App Frame.

Technically, Zendesk app Framework is a set of APIs (methods, events, and protocols) that enable CXPLAY (Appxconnect) to provision immersive communication experiences so that Genesys Cloud Org running on a Genesys cloud's AWS region can interact with model-driven apps in Zendesk.

Read more on Zendesk app Framework at Zendesk knowledgebase article from the link below.

Go To Zendesk KB article on App Framework

Salesforce modules & Apps

  • All model driven Apps

    • Zendesk Sell

    Zendesk Support

  • All workspaces
  • Custom apps & workspaces with support for Openframe

Media supported for the integration

Zendesk CXPLAY CTI integration supports all media configured and supported by Genesys Cloud to be handled by the agent through the integrated app. The support for media handling is a functionality of Genesys cloud and Agents recieve the configured media / channel by the Genesys admin configured either directly with Genesys cloud or using a 3rd party chat aggregator.

SMS

Send-recieve SMS in Queue. Auto send predefined SMS based on a trigger or manually send an SMS.

Call

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Email

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Webchat

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Whatsapp

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Viber

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Twitter 

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Line 

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Facebook Messenger

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Instagram Messenger

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Routing / Customer identification

The first step involved in a CTI integration workflow is identifying the customer associated to the conversation, so that necessary action can be taken basing CRM data and conversation history to show contextual data to the agent in the CRM.

Popup contextual customer data.

Based on the above query (customer identification), for every queue / campaign and every media channel, pop-up can be configured for the agent to see contextual data corresponding to the conversation.

Pop-up Options

Auto Pop-up disabled

Automate best strategies and focus more on generating hq creatives.

Pop-up an entity

Stop inefficient budget spend or pour more into a winning ad when needed.

Pop-up an associated secondary entity

Scale your budgets fast and increase ROI at the same time.

When there are multiple matching records ?

When multiple records exist corresponding to the customer identifying parameter (Ex- Phone number), the CTI displays a list of matching records (Entities) and associated entities for the user to select & pop-up.

When multiple records exist corresponding to the customer identifying parameter (Ex- Phone number), the CTI displays a list of matching records (Entities) and associated entities for the user to select & pop-up.

When there are no matching records ?

When multiple records exist corresponding to the customer identifying parameter (Ex- Phone number), the CTI displays a list of matching records (Entities) and associated entities for the user to select & pop-up.

Handle miltiple simultaneous conversation.

When multiple records exist corresponding to the customer identifying parameter (Ex- Phone number), the CTI displays a list of matching records (Entities) and associated entities for the user to select & pop-up.

Data Sync - Autoupdation of conversation data from Genesys cloud to ServiceNow.

Any number of data points available with Genesys cloud for the conversation can be synced to the activity entity / timeline in ServiceNow. 

Following are a list of default parameters available for every conversation that can be updated in ServiceNow at the end of every conversation.

  • Voice Log
    Link
    Link to the voice log in Genesys Cloud.
  • Call Duration
    Time Format
    Duration of call in h::m::s
  • Phone number
    Numeric
    Phone number of the caller.
  • Agent name
    Text
    Name of the agent who handled the conversation.
  • Queue name
    Alpha Numeric
    Name of Queue in Genesys Cloud where the conversation was handled.
  • Campaign name
    Alpha Numeric
    Name of the campaign in Genesys cloud where the conversation was initiated.
  • Call start time
    Time Format
    Time stamp when the call has started.
  • Call transfered
    Text
    Queue / User tp which the call was transfered.
  • Call connected time
    Time Format
    Time stamp at which the call got connected to a user.
  • Disposition ID
    Alpha Numeric
    Disposition Id for the conversation in Genesys Cloud.
  • ACD Queue ID
    Alpha Numeric
    Queue Id in which the conversation is handled in Genesys Cloud.
  • Call end time
    Time Format
    Time stamp when the call has ended.
  • User disposition category
    Text
    User disposition category in Genesys Cloud
  • User disposition
    Text
    User disposition for the particular conversation in Genesys.
  • Genesys Cloud Unique ID (GUID)
    Alpha numeric
    Unique ID for the conversation in Genesys Cloud for the particular conversation.
  • Genesys Cloud Unique ID url
    Url
    Url pointing to the unique Id for the conversation in Genesys Cloud.
  • Call notes
    Text
    Call notes recorded by User in Genesys Cloud (CTI)
  • Call direction
    Text
    Direction of the call - inbound / outbound.
  • Custom field value
    Alpha Numeric
    Any custom values either computed by many params of participant data in Genesys Cloud  or a direct data firld.
  • Customer Email subject
    Text
    Email subject of the mail conversation.
  • Customer Email body
    Text
    Email body of the mail conversation.
  • Customer Email text
    Text
    Email text of the mail conversation.
  • Reply Email subject
    Text
    Subject of the reply email for the mail conversation.
  • Reply Email body
    Text
    email body of the reply email.
  • Reply Email text
    Text
    Email text of the reply email.
  • Chat transcript
    Text
    Transcript of the chat conversation.
  • Chat summary by AI
    Text
    Summary of the chat conversation generated by any AI engine.
  • Call summary by AI
    Text
    Summary of the call conversation generated by a conversational AI engine.

Prerequisites 

Any number of data points available with Genesys cloud for the conversation can be synced to the activity entity / timeline in Zendesk.. 

Following are a list of default parameters available for every conversation that can be updated in Zendesk at the end of every conversation.

  • Genesys Cloud CX functional Org
    Fuctional setup of Genesys Cloud CX Org with necessary Queues, campaigns and configured channels (voice, chat, Email - as applicable); Users and Admin privileage to setup oAuth and client privilieages.
  • Salesforce online 
    Fuctional Zendesk instance - Online, Version 9.1 or later with sample customer data. Users, roles and admin user with privileage to create CIF and assign user roles.
  • CXPLAY valid subscription.
    Valid subscription of CXPLAY > CTI
  • Browser 
    Chrome, IE.

Other frequently asked questions.

Zendesk Sell, Zendesk Support
Zendesk Pro subscription.
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