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Latitude Integration with Genesys Cloud

The Latitude Integration with Genesys Cloud™ provides dialer capabilities inside Latitude through the Genesys Cloud client. This feature is available to Latitude clients who also have Genesys Cloud, a Genesys multi-tenant cloud solution. For more information about Genesys Cloud, see the Genesys Cloud Resource Center.

Integration features

The integration provides:

  • Comprehensive multi-site campaign management.

  • Campaign monitoring and compliance. The best defense against regulatory violations and fines is an effective compliance plan. With U.S. and international sales and collections regulations tools, Genesys Cloud helps your business keep campaign compliance in check.

  • Skills-based dialing based on user skill level.

  • Inbound and outbound call blending.

  • Stage-based predicting using Genesys' patented predictive algorithm to elevate user productivity and contact success rates.

  • Real-time connectivity to third-party Do Not Call (DNC) services, such as DNC.COM (Contact Center Compliance), and in-house DNC lists, to help ensure regulatory compliance.

  • Real-time removal of duplicate numbers from campaign call lists to assist with State and Federal call compliance guidelines.

  • Unidirectional exchange of relevant statistics and data, such as call results and acquired payments.

Latitude configuration

Following are the Latitude configurations for the Latitude Integration with Genesys Cloud.

  • Access DialerConfig permission:  Allows access to the Latitude Dialer Integration Configuration program to configure the dialer integration. For more information, see Access Dialer Config Permission.

  • Access ListBuilder permission: Allows access to the List Builder program to create call lists for dialer campaigns. For more information, see Access List Builder Permission.

  • Dialer permission: Specify the settings for displaying the Genesys Cloud client on the Agent Desktop. This permission includes the ability to map Genesys Cloud wrap-up codes to Latitude results codes. For more information, see Dialer Permission and Map a Disposition Code to a Result Code.

  • Phone Type Mapping permission: Map phone types to action codes. For more information, see Phone Type Mapping Permission.

  • Reference Panels permission: Select to display the Communication panel to allow users to view all communications associated to an account. Users can view historical communication for an account, play audio recordings associated to an account, and view letters associated to an account. For more information, see Reference Panels Permission and Communication.

  • Single-sign on (SSO): Add a user's Genesys Cloud logon credentials to the user's Latitude account to allow Latitude to log the user on to the Genesys Cloud client without user intervention. For more information, see Add a User and Modify a User.

Other configurations

Other configurations include:

  • Browser

    • Configure your browser to allow microphone use

  • Latitude Dialer Integration Configuration program

    • Configure the Latitude database for dialer services

    • Configure real-time account removal

  • List Builder

    • Configure the dialer server

    • Create and export call lists to create campaigns in Genesys Cloud

  • Genesys Cloud

    • Create an OAuth client to allow Latitude APIs to communicate with the Genesys Cloud Platform API

    • Create an OAuth client to connect Genesys Cloud with your SSO service.

    • Configure Genesys Cloud for SSO.

    • Create and configure queues that serve as containers for interactions that are waiting for collectors assigned to the queue.

    • Create scripts that provide instructions to help collectors process interactions.

Important!
Calls won't connect unless you set the Microphone permission in your browser to Allow.

For more information about configuring the entire integration, see the Latitude Integration with Genesys Cloud Installation and Configuration Guide in the Latitude Documentation Library.

Related Topics

Genesys Cloud Client

Log on to Genesys Cloud Client

Campaign Call Process

Log off Genesys Cloud Client