Explore the World of Integrations

Explore the World of Integrations: A Deep Dive with Our Expert Cederik Visser

Today, our expert Cederik Visser takes you into the world of integrations at Cloudoe.

An integration is the connection of different systems. In our case, it often involves connecting Genesys Cloud to existing CRM systems, such as AFAS, Topdesk or Salesforce. We build these integrations based on the Genesys APIs and the specific system. Although these APIs already exist, we act as the connecting factor that allows these APIs to communicate effectively with each other.

There are two ways to make integrations: “By retrieving information from the customer's system via the API and displaying it within Genesys, or by retrieving Genesys' data and displaying it in the customer's intended system.”

Integrations are usually customized; we strive to support the customer with their specific needs and offer a solution that fits perfectly. At Cloudoe, we take the time to thoroughly analyze the needs of our customers. We look at whether the wish is feasible and what specific information the customer needs. After we have a clear picture, we draw up an implementation plan. During implementation, we actively involve the customer in the process. In addition, we have years of expertise within our team, sharing knowledge between colleagues.

There are different types of integrations, ranging from CRM systems, the voice bots that we offer via Assist You, Seamly's chatbots, or our AMI system. One of the most challenging links we made within Cloudoe is for our customer who had its own customized CRM system without available APIs. So we have created a tailor-made connection for this. In addition, there are also many customers who want to get information from Genesys to generate reports, ensuring that they can collect a comprehensive set of information.

In short, at Cloudoe, we strive for seamless integrations that meet the unique needs of our customers, with in-depth analysis, active engagement during implementation, and a wealth of expertise.