UAC
Shape your integration
Universal Advanced Connector for Genesys Cloud CX
UAC enables seamless integration between Genesys Cloud CX and "target" front-end applications used by agents (i.e. CRM, ERP, and trouble-ticketing systems).
It is hosted in Microsoft Azure and can be seamlessly embedded into any web application, using both standard methods or proprietary frameworks.
Unlike other connectors, it leverages Open-API technology to communicate with Genesys Cloud CX, enabling you to unlock the full set of the capabilities available on the cloud.
UAC Manager webtool enables the configuration of workflows to be triggered when specific conditions are met in Genesys cloud, using a 'Zero-code' approach. Workflows consist of actions that can be executed versus the front-end application, its backend APIs or in Genesys Cloud.
UAC exposes as well a set of actions that can be invoked by target application front-end, in order to execute actions in Genesys cloud (i.e. sending a WhatsApp message or template, making an outbound call...)
UAC is the perfect solution for multi-session scenarios, when multi-skilled agents need to utilize different integrated webtools to handle different types of contacts or customers.
Free to choose
You can choose which and how many subscriptions to buy, so you don't pay what you don't need:
- Voice - enables a single target app to manage the voice channel exclusively.
- Digital Add-on - unlock the power of digital channels
- Multisession Add-on - unlock the ability to target multiple apps simultaneously
Moreover, users can choose their preferred Genesys Cloud CX app for handling interactions, without being restricted to the use of embedded client.
Free to change
Using UAC Manager tool, you can easily change the integration to yout target apps at any time, modifying if, when and what API should be invoked. You only need to:
- create a draft version of the integration with just one click
- change what you need
- Test changes with a resticted group of users
- Publish the new version for all users
If anything goes wrong, don't worry, you can roll back your changes with one click.
Free to grow
Let your subscription grow only when you need it.
Why pay upfront for all omnichannel users if you need only voice channel now ? or just some users to handle digital channels?
Let your business grow maximizing efficiency.
Using Multisession Add-on, multiskill operators can handle different customer requests using the appropriate webtool integrated with Genesys