Genesys Integration with verint impact 360

[noukta]

Hi,

can someone explain me what i need exactlly to connect genesys with verint (blue pumpkin impact 360).

I need also to know what is the impact of that, now i have verint connected to Avaya CMS, I've heard that the impact is i'll not have any adherence date.

Doesn't someone have the impact of that?

Thanks a lot in advance

[Seb Reeve]

Verint/Witness have a number of integration mechanisms with Genesys:

Call Concentrator (though being replaced by ICON moving forward) - historical only
Genesys Integration Server - rt and historical
T-Server (end of support announced) - rt only

Best mechanism for getting both Real-time adherence and Historical feeds via same interface is via GIS - you will need a WFM SDK Connector license to do this with GIS...

Verint have docs to describe setup for StatServer, GIS and Verint pieces - called "Genesys Interfaces and Adapters Guide" or something

Hope helps,

Seb