1. We have integrated our Contact Center solution with Genesys Cloud CX for call channel.
2. This was done using Embedded UI as we didn’t we connectors to Genesys Cloud CX two years back.
3. We are now able to extend this to support chat interactions.
4. In the past we had implemented the Digital Messaging channel cloud based solution that Pega provides for chat as a POC.
What we are trying to understand is - can we avoid using the Embedded UI for chat but still connect to the Genesys Cloud CX chat server and have a seamless experience for users to work on cases like the Digital Channel provides?
We are on Infinity 24.2.4 leveraging UI Kit, would soon be migrating to Infinity 26 (when it releases)
Hi Sandeep, have you considered using the Client Channel API to integrate Genesys Cloud to Pega Customer Service using the Digital Messaging interface. Please see the following https://docs.pega.com/bundle/platform/page/platform/conversational-channels/client-channel-api.html for more details.
Amit
Great to see that you would be upgrading to '26.1 when it releases,
To enable Genesys Chat conversations to launch interactions in Pega, we recommend using Pega Call.
While you did not specify your concerns with the Embedded UI.we recognize that the default size can make it challenging for agents to efficiently manage longer or multiple chat conversations. To address this, Pega Platform version 26 introduces configurable sizing for the embedded UI, allowing organizations to increase its dimensions and significantly improve the agent experience.
In addition, in an upcoming release, we are exploring a configuration that will allow agents to be simultaneously logged into both the Pega Call embedded UI and the Genesys Agent Desktop in a separate browser tab. This approach provides greater flexibility and may help address scenarios where a fully embedded experience is not preferred.