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Integration · Completed
CRM & Third-Party API Integration Hub
Seamless integration platform connecting Genesys Cloud CX with Salesforce, ServiceNow, and custom enterprise systems via webhooks and APIs.
IntegrationDuration: 6 monthsCompleted
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Project Overview
Architected and developed a robust integration hub that bridges Genesys Cloud CX with multiple enterprise systems including Salesforce, ServiceNow, SAP, and custom applications. Features bi-directional data sync, event-driven webhooks, screen pop configurations, and comprehensive error handling with retry mechanisms.
Key Architecture Features
- Bi-directional Salesforce CRM integration with screen pop
- ServiceNow ticket auto-creation from interaction data
- Custom Data Actions library with 40+ reusable actions
- Event-driven webhook architecture with retry mechanisms
- Real-time customer data lookup and contact matching
- Integration health monitoring and alerting dashboard
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