Introduction
This document describes the architecture diagram and solution components of the Genesys Cloud Connector for ZOHO CRM.
Intended Audience
The document is intended for developers and solution architects with knowledge of Genesys Cloud Embeddable Framework integration and ZOHO Extensions
Technical Overview
The following architecture diagram illustrates how the Genesys Cloud Embeddable Framework integrates into ZOHO CRM.
Communication Flow
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The agent accesses Zoho, which includes an iframe integration of the Genesys Agent Desk.
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The Genesys Agent Desk is embedded within Zoho using the Genesys Cloud Embeddable Framework, which utilizes WebRTC and APIs.
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This generic connector facilitates communication between the Embeddable Framework and the Genesys Events system.
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When a call arrives at Genesys Cloud, the Genesys Framework receives the event. The generic connector manages these events and notifies the Agent Desk within Zoho.
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A screen pop appears, displaying the customer’s CRM record.
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The agent answers the call and interacts through the Genesys Agent Desk inside Zoho CRM.
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Subsequently, the agent performs all necessary operations within Zoho, while the Genesys iframe is used solely to execute operations such as Consult, Transfer, and Conference the interaction to different agents.
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Conversation events, notes, and outcomes are synchronized between Zoho and Genesys through the generic connector.