Oracle WebCenter Suite

[cavagnaro]

hi guys,
A customer is asking for a possible integration between Genesys and Oracle WebCenter Suite to include chat. Genesys has told us that we may use a 3rd Party SMS component.
Any of you have some experience with such integration or similar?

Thanks

[René]

Hi Cav,

Firstly have to say I have no experience with Oracle WebCenter Suite. But have some ideas for you

If I do understand you well your customer wants to use Oracle WebCenter Suite chat feature and route chat request using Genesys to the agents. Am I right? If I'm there are several "general" ways how to do it:

1/ Chat Proxy
You have to develop an application that will work as proxy between Oracle and Genesys Chat server. On Genesys side you can use WebAPI and I assume there is some API on Oracle side available as well. In that case integration on agent desktop application level will be quite easy as you can either use Genesys SDK or built-in support in case of GDesktop.

Pros
- Integration on server side
- No need to develop custom Open Media Server
- Not very complicated solution

Cons
- Feature set supported on Oracle and Genesys side won't be probably be the same = risk of impossibility to implement some features required by customer
- Possible issue related to SDKs - Genesys require library XY version 1.0 while Oracle version 1.2 etc.
- Time and money required for development and testing

2/ Media Service
Develop a Media Server similar to Genesys Chat Server or Genesys ESJ that will talk directly to Interaction Server using ESP (External Service Protocol). Integrate new media channel and Oracle WebCenter Suite into agent desktop application.

Pros
- All features provided by Oracle available
- Custom Media Server allows you to select what information will be available to routing
- SDK available on Genesys side - Open Media PSDK

Cons
- Development of server application (Media Server) and integration of two technologies on desktop side
- Possible issue related to SDKs - Genesys require library XY version 1.0 while Oracle version 1.2 etc.
- Time and money required for development and testing

3/ Kind of "hacking"
By hacking I mean using other media - email - to provide agent desktop with information required to connect client part of Oracle and start chat with customer

Pros
- You save some money on licenses
- No integration just "customization" of agent desktop
- "Integration" - chat request sent by email - is done on Oracle side

Cons
- Not very nice solution
- No history stored in UCS
- Could be a tricky integration on agent desktop side in case of using GDesktop


Hope it helps you a bit
R.

[cavagnaro]

Hey René! What did you had on breakfast? I want that too! lol
These are really great ideas and will have to look at them very deeply and talk with presales guys and see what they say
Thanks a lot!

[René]

You know... breakfast tea and some sweets from Starbucks... that's a miracle... 

[cavagnaro]

haha will have to feed myself with that lol