Genesys Cloud

Introduction

Integrating Genesys Cloud with Nectar DXP provides Nectar with conversation journey call records that can be used to troubleshoot issues. It requires configuration on Genesys Cloud and AWS EventBridge.

Nectar DXP relies on receiving events from Genesys Cloud which then triggers an API call to Genesys Cloud. These events are only available via AWS EventBridge.  To integrate Nectar DXP with Genesys Cloud requires configuration on both Genesys Cloud and AWS EventBridge. The EventBridge configuration can exist on either the customer’s AWS infrastructure, or be managed on Nectar’s EventBridge for an additional fee.

Instructions for configuring the connection are detailed in the following sections:

• Genesys Cloud Configuration

• AWS EventBridge Configuration

Architecture

Nectar for Genesys Cloud leverages the Genesys Cloud APIs in conjunction with AWS EventBridge notifications to obtain voice conversation detail and associated data from Genesys Cloud organizations. Please note the following prerequisites and supporting data flow diagram below

Nectar DXP listens for Genesys Cloud conversation end events via AWS EventBridge. This triggers an API call directly to Genesys Cloud to pull the relevant information about the conversation. Detail about the message flow is shown below: