With OfficeConnect for Teams, all enterprises who use Genesys for their Customer Interactions and at the same time rely on Microsoft Teams for their Corporate Communications, can now easily blend both using the same Unified Communications platform. It seemlessly connects both worlds by merging flexible customer engagement and collaboration features in an easy and convenient way, without the need of a separate Agent Desktop application.

The benefit is manifold, complementing and combining Teams messaging and collaboration features with the intuitive interaction handling and extensive routing functions of Genesys, all from your preferred Unified Communication platform.

Can’t wait? Contact us now for an exclusive demo.

Web Office X (WOX) is the first Omnichannel Agent Desktop solution available for all Genesys platforms: Genesys Cloud, Genesys Engage as well as PureConnect. With its clean widget-driven and intuitive web-based interface we offer agents easy control and full flexibility over their interactions.

It offers the same secure connect-from-anywhere principle as Mobile Office, and even supports a hot switch function between both applications allowing agents to switch between devices while ongoing interactions are taking place. How cool is that!?

WOX can be used as stand-alone desktop or can be seamlessly integrated with your legacy or CRM systems. WOX requires zero install and is the perfect unified solution for your Contact Centers, Branch Offices, Back-offices, 3rd Party CCs, Home or Expert Workers, …

Can’t wait? Contact us now for an exclusive demo.

COVID-19 has a major impact on our world, our society, and how we work and run our businesses. Sadly many companies in our line of business are currently struggling to maintain business continuity. We, at Ideal Systems, recognize that amidst this growing global health crisis, we can do more — and we want our customers and partners to know we’re here to support them. As such we have decided to immediately join the Genesys Rapid Response program and extend our Mobile Office for Genesys Cloud Free Trial from 30 days to 90 days to help companies in urgent need. Using Mobile Office many companies can benefit from our technology to rapidly enable a remote workforce and to maintain their contact centre services by delivering customer interactions to the mobile devices of their agents. It offers the same omnichannel experience as a regular agent desktop, and because our Office Server is hosted in the cloud there is no impact on infrastructure. You literally only need a mobile device and you’re set to go. Mobile Office is available on iOS and Android and supports both smartphones and tablets. Check out the Genesys AppFoundry and reach out today to get started. Our team is here to answer your questions.

It comes as no surprise that customers are more demanding than ever and expect frontline agents to have comprehensive answers to all their questions. With business success increasingly determined by the quality of customers’ experience, an effective contact centre model can maximize your company’s revenue by shortening caller wait time, boosting customer satisfaction, and improving client retention

Branch networks can play a critical role in this. These advisors have specific knowledge and competences, and are the key in building trust and credibility, providing pinpointed advice, offering convenience, and easing the customer’s transition to cost effective digital channels.

However providing a consistent customer experience across far-flung branch networks can be quite challenging. Getting the operating model within the branch right is one thing, making sure your contact centre infrastructure and software are aligned is another thing.

With Web Office and Mobile Office for Genesys your branch staffers can seamlessly integrate with the rest of the contact centre and manage customer interactions for which they are uniquely qualified. Advisors have the flexibility and freedom to connect from any location and from any device, whether it’s PC, laptop, tablet or smartphone, with easy access to all your existing CRM and back-end systems. For nomadic users there is even a hot switch function between both Web Office and Mobile Office allowing them to switch between devices while ongoing interactions are taking place.

Web Office and Mobile Office are omnichannel solutions and are available for all Genesys platforms: Genesys Cloud, Genesys Engage as well as PureConnect. Contact us know to learn more about our Mobile Office and Web Office solution.

Your contact centre and customer services are undeniably an important part of your business. But would your contact centre be able to continue to operate in the event of a critical disaster, or a health alert, or other unforeseen calamities… Or would it be forced to stop its activity? To what extent would something like this affect your business? How would it redefine the rules of interacting with your company? Many questions come to mind during unforeseen or extraordinary circumstances. If you are an employer should you not begin thinking about how to reorganize your contact centre and agent workforce?

Many of the day-to-day activities of workers could be transferred to a remote environment. However for your contact centre and its agents this is a different story. The mindset is that contact centres are bounded to your company’s infrastructure and proprietary software. However with Mobile Office and Web Office for Genesys we provide you the technology to easily and safely extend your contact centre services to any remote environment. More and more companies around the world are taking advantage of our technologies. Not only to address unforeseen circumstances, but also to streamline their operations, provide improved customer service, decrease contact centre costs, and increase agent retention and job satisfaction. Being able to create a workplace that welcomes and encourages working from home, remotely, flexibly, is certainly the way regular daily life will become more and more.

So why not consider a time like this to test that context? Contact us know to learn more about our Mobile Office and Web Office solution.

Also this year ideal systems is attending Xperience 2020, the biggest Genesys customer experience event of the year. Don’t miss your chance to meet the movers and shakers of the Customer Experience community all under one roof!

We’ll be showing off our Agent Desktop portfolio and shed some light on enhancements, evolving trends and upcoming innovations.
So be sure to visit our booth and learn about all new opportunities.

Hope to see you soon!

Xperience 2020. Denver, CO | May 18-21

The ideal systems’ team hopes that 2019 has been a successful year for you. For 2020, we wish you and your organization a prosperous and happy year!

6 years ago when ideal systems started to develop mobile apps, there was not much choice regarding development platforms. More specifically, platforms that allowed to handle multiple target platforms like iOS, Android and Windows, while using the same codebase. Therefore, after an analysis of development frameworks, we chose Cordova as our platform.

First platform used: Cordova

There was not really a problem using Cordova for small apps. However, we noticed that when the apps became more complex, the single JavaScript threading model reached its limits. As a result, the performance was slow and the behaviour was sluggish. The main reasons why we chose Cordova at first was:

As we kept in mind what we had learned so far, we conducted in 2016 a new analysis regarding the new available platforms and chose React Native.

Transition to React Native and Redux

Through the development of our first app, we encountered some restrictions of the framework (at least we thought so at that time):

In order to solve these ‘shortcomings’, we looked at the community for solutions. As a result, we chose Redux for state management.

Redux

The advantage of Redux is that the state of the object can only be changed through an action. This means that there is no two-way communication between the layout and the store. All communication follows the same pattern. This results in clean code, easy debugging and above all no ‘magic’ happens behind the screen when syncing store fields and layouts. An additional advantage of Redux is the characteristic of forcing its users to work with some kind of skeleton. This skeleton includes actions, reducers, components,… which results in a more legible code.

After a rewrite of our initial app, using Redux instead of Flux, we finally got a clear understanding about the advantages of React Native.

As soon as the skeleton was in place and the basic framework functions had been implemented (network on/off, device foreground/background, REST functions, push notifications,…) we rapidly advanced in developing the user interface. Once you get the hang of it, the development goes really quick and the multi-platform aspect was also straight forward.

Creating native modules

Next step was making our own native modules based on external SDK’s (like WebRTC). With some of the SDK’s we encountered some issues preventing them to be integrated in React Native. Mainly the SDK’s including visual layout could be an issue. SDK’s that only provide functions – without layout – did not cause any problems.

One of the shortcomings of the React Native bridge component is that all communication with the native components are done asynchronous. This means that if you need to wait for results from the native side and then want to continue in the app, there is no solution at the moment. The React Native team is working on a new architecture (code name Fabric) that allows synchronous communication. Moreover, it will also be possible to hook your own JavaScript engine! This brings us to the next part of the story, React Native’s version management.

React Native’s version management

Each month there is a new version of React Native. This implies that, if you want new features and bug fixes, you need to keep up with your code to get it running with the newest version. Additionally, the current version 0.X is not officially supported. The first official supported version (as seen on Facebook’s blog) will be the 1.X version including the new architecture. This new version will probably be launched in 2019. Although, no official word on this topic yet.

Conclusion

At the moment, we have a full-grown application build on top of React Native that is working at 60 fps, where this was previously the bottleneck when working with Cordova (and the reason why we chose React Native).

In summary, I would say that we have made the right decision and are very thrilled with the next developments that are going to happen. Even now, when other frameworks like Flutter pop up, we are still convinced about our decision and will continue using React Native.

Article written by Dirk Slootmaekers (CTO at ideal systems)

 

WebRTC has been around for some time now. However, it has never been easy to set up, configure and eventually make it work. That also applies when WebRTC is set up with Genesys PureEngage contact centre software. This article describes our experience and findings with WebRTC and making it work with Genesys PureEngage and mobile devices.

Genesys contains a WebRTC Gateway server that connects with their SIP server. To make this work, you need to place the WebRTC server inside the DMZ. With this architecture, the setup of the call path requires additional STUN and TURN servers. Due to the need for TURN servers, the overall solution becomes more complex and requires additional hardware. In case you need transcoding, all voice streams go through the TURN servers, creating a potential bottleneck.

Another problem is that only a JavaScript SDK is available and therefore this WebRTC architecture cannot be deployed on mobile devices.

We therefore decided to abandon this path and look for an alternative solution.

After scanning several options, we finally came up with the Audiocodes SBC, which has a WebRTC gateway embedded. The advantage of this setup is the simplicity of the architecture. Since the WebRTC gateway is online (SBC works as a firewall), there is no need for additional TURN servers. You only still require a simple STUN server (we took the easy road and used one from Google).

After configuring the SBC to work with the SIP server from Genesys, we are now able to setup WebRTC calls with SIP enabled agents. On top of that, iOS and Android SDK’s are recently available, next to the existing JavaScript SDK.

Our Mobile Office solution now also embeds these mobile SDK’s. Hence Mobile Office is now fully supporting WebRTC call functionality for contact centre agents using the Genesys PureEngage platform.

Article written by Dirk Slootmaekers (CTO at ideal systems)

Mobile Office is one of the first 8 Premium Client Apps in the Genesys AppFoundry marketplace for PureCloud. The Premium Client Applications enable you to purchase third-party integrations and add-ons from Genesys AppFoundry. Moreover, these integrations reduce implementation time and the friction to improve customer service environments. AppFoundry vendors provide an automated installation and setup to qualify for a Premium Client Application. Consequently, for the end user, deploying a Premium Client Application takes less than five minutes.

Ideal Systems’ engineering team and Genesys technical people have been working together very closely to make this happen. To find out more about this, read the blog from Genesys. Also have a look at our product page on Mobile Office or check our promotional video here.

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