Genesys PureEngage integrates with PlayVox by using Batch Mode and On-demand Mode.
What is the difference between both options?
Batch mode is used to retrieve and store Metadata in our platform and it’s used to build filters and their resulting ticket list - any sensitive customer metadata won't be stored by PlayVox.
On the other hand, on-demand mode is only used to retrieve the recordings.
Genesys PureEngage integration allows you to filter tickets by:
- Agent ID
- Call type
- Disposition code
- Booking ref
- R target type selected
- R target agent selection
- Service selection
About the data we process, it is transmitted using encrypted TLSv1.1 and higher over HTTPS and data at rest is kept encrypted using industry standard AES-256 on EBS Volumes in Amazon Web Services (AWS) facilities in the USA.
If you’d like to know more about integrations, we have articles on:
- How to get the data I will need to integrate Genesys PureEngage & PlayVox
- Integration’s FAQs article
- Integrating PlayVox with Customer Interaction platforms
Last Edited: 03.27.19