Question
TSYS
US
Last activity: 31 Oct 2022 13:30 EDT
Pega 8.3 support CTI Genesys Pure Engage - Cloud platform Integration
One of our client is used Genesys Pure Engage - [ fully cloud platform ]. They would like to know that Pega call 8.3 will support integration with Genesys Pure Engage platform ( full Cloud Version).
Please clarify, also Please share the Documentation link in case of positive.
TSYS is using Pega 8.3.
Accepted Solution
Updated: 10 Dec 2021 12:35 EST
Pegasystems Inc.
GB
Pegasystems Inc.
GB
@DSundaravadivelu I understand Genesys Pure Cloud is supported out of the box with 8.6:
https://docs-previous.pega.com/pega-call-release-notes/86/pega-call-enhancements
Perhaps another good reason for TSYS to move to latest and greatest version.
TSYS
US
@OKANB : Our client is using the Genesys Pure Engage which different from Pure cloud. Pega 8.6 will support both ?
Please confirm.
Thanks,
Dinesh.S
Accepted Solution
Updated: 10 Dec 2021 12:35 EST
Pegasystems Inc.
GB
@DSundaravadivelu : It might be neccessary to understand a little more about the specific use cases/requirement you are referring to when you mention the need to 'support integration with Genesys Pure Engage platform ( full Cloud Version)'. There are many ways in which Pega supports integration with other platforms. But in 8.6 new CTI Link capabilities have been introduced to support call handling when Genesys Cloud is the CTI provider and their pure cloud softphone is in use. 8.6 also introduces additional support for Genesys Engage Web Services so in general yes there is increased support for both Pure Cloud and Engage in 8.6.
Pegasystems Inc.
US
Pega Call 8.6 supports:
Pure Engage (now called Genesys Multicloud CX) On-Prem via Genesys Platform SDK
Pure Engage (now called Genesys Multicloud CX) On-Prem via Genesys Webservices API
Pure Cloud (now called Genesys Cloud CX) via Genesys Cloud Embeddable framework.
Rulesware LLC
US
Hi Bob, Thanks a lot for this info, trying to find this for sometime in documenatation.
A quick follow up ,We are soon to embark on Journey to move from Platform SDK to Pure cloud. We are currently in 8.6.3. Based on info above what should be the CTIlink option to configure for PureCloud
@DSundaravadivelu : It might be neccessary to understand a little more about the specific use cases/requirement you are referring to when you mention the need to 'support integration with Genesys Pure Engage platform ( full Cloud Version)'. There are many ways in which Pega supports integration with other platforms. But in 8.6 new CTI Link capabilities have been introduced to support call handling when Genesys Cloud is the CTI provider and their pure cloud softphone is in use. 8.6 also introduces additional support for Genesys Engage Web Services so in general yes there is increased support for both Pure Cloud and Engage in 8.6.