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Genesys Cloud CTI
Enhance your IT support operations with call management using Freshservice Genesys integration
Published by konnectify(about 7 months ago)
Supported for
The Freshservice + Genesys Cloud CTI integration is designed to bridge the capabilities of Genesys' robust calling functionality with Freshservice's enterprise-grade service management. With this integration, agents can effortlessly deliver outstanding service with automatic call updates, easy access to comprehensive call history, and the ability to associate new or existing tickets with individual calls.
With the Freshservice and Genesys integration, agents can:
Manage both inbound and outbound calls with extensive call capabilities directly within the Freshservice dashboard
Create new tickets or update existing tickets based on the context associated with individual conversations
Get easy access to comprehensive call histories associated with every contact to deliver personalized and informed support during every call
Learn more: https://support.freshservice.com/en/support/solutions/articles/50000009956-freshservice-integration-with-genesys-cloud-cti
App Details
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Developer Resources
Marketplace Resources
Here is a quick step-by-step guide to install Freshserivce CTI integration in your Freshservice instance:
Pre-requisite: The CTI Framework app must be installed from the Freshservice Apps marketplace and configured to enable Genesys CTI integration with Freshservice.
CTI Framework App Install:
1. Log into Freshservice, go to Admin > Apps
2. Search and open the CTI framework App, click on Install
3. Turn ON the Enable Softphone Iframe toggle
4. Enter the following Iframe URL https://freshservice-genesys-integration.konnectify.io?{{agent_id}}
5. Set the height to 600 px and the width to 420 px
6. Click on update to install.
Genesys Cloud CTI:
Once you finish installing the CTI framework app, please follow the steps detailed below:
1. Click on the cloud CTI icon from the side menu bar. This will appear below the settings icon.
2. Once you click on the icon, the Genesys Cloud CTI widget will appear
3. Enter your domain URL and Admin API key to connect and authenticate your Genesys account. Note: To locate the Admin API key, click on the profile icon in the top-right corner of your Freshservice account and go to profile settings.
4. Select the Genesys cloud region based on your account’s Genesys cloud region.
5. Enter your Genesys login credentials to start using the app.
App Details
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Developer Resources
Marketplace Resources
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
App Details
Categories
Developer Resources
Marketplace Resources
Log in to install this app
Enter your Freshservice URL to proceed
https://
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