Piriti - PureCloud Bridge Connector Replacement

PIRITI – PureCloud Bridge Connector Replacement for Verint Solutions

In January 2019 Genesys announced it would be retiring its PureCloud Bridge Connector on 31 December 2019. The Bridge Connector is used by Verint Workforce Management (WFM) customers to integrate their PureCloud environment with their WFM solution.

Piriti, (which in New Zealand’s native language, Maori means “bridge”), is a drop-in replacement for the Genesys PureCloud Bridge Connector which provides all the features of the Bridge Connector and more.

All WFM solutions rely on integration with their Contact Centre solution to source historical and real time statistics for forecasts, schedules and reports. Any Verint WFM customer that uses PureCloud in their Contact Centre, will need to address the retirement of the PureCloud Bridge Connector and find an alternative method of connecting the two environments before 31 December 2019 to continue gaining value from their WFM investment.

Circle has considerable experience integrating Verint WFM with a variety of Contact Centre platforms. Utilising this experience, Circle has developed Piriti to allow a seamless method of integrating PureCloud with Verint WFM.

Piriti can be quickly and easily installed either on an existing Bridge Server or on a Verint Application Server which is part of an existing Workforce Management environment.

No additional PureCloud licensing is required. Piriti uses the public Platform API exposed by PureCloud and included as part of the REST API feature of the PureCloud1, PureCloud2 and PureCloud3 pricing plans.

No additional Verint licensing is required either. Piriti uses the Generic Adapter included with all Verint WFM solutions.

Piriti is licensed per agent per month and invoiced annually.

Circle has early access to PureCloud information and releases which allows us to respond to planned changes before they go live. Included in the licensing fees is support for the application and regular updates to ensure Piriti keeps pace with PureCloud developments.

Historical data feed

Piriti provides historical interaction data in 15, 30 or 60 min intervals to allow complete flexibility when forecasting interactions.

Historical data back capture

For new WFM environments or an environment that has been unavailable, Piriti can back capture historical data for automatic import by Verint.

Real-time adherence

Piriti provides instant notification to Verint WFM of agent state changes for real-time adherence monitoring.

Secondary presence status

To maximise real-time adherence monitoring, Piriti can provide secondary presence information to Verint WFM. An organisation may create custom secondary presence definitions which add further detail to a primary presence, (eg; “Training / Knowledge Txfr” where “Training” is the system or primary presence and “Knowledge Txfr” is the custom secondary presence) and Piriti will output these.

Simple installation and configuration

Piriti is a Windows Service installed using a conventional installation wizard. Installation and configuration can easily be achieved within a day.

Designed for maximum up-time, Piriti can be configured while it is running. Configuration changes take effect immediately without the need to restart the application and risk missing PureCloud real-time status updates.

Keep-alive and re-subscription functionality

PureCloud closes its notification channels at regular intervals and network disturbances may compromise collection of real-time and historical data from PureCloud. Piriti will automatically detect and reconnect to ensure the data it provides to Verint WFM is reliable and has high integrity.

No additional server required

Piriti is a light-weight application that can co-exist with other applications on an existing server. Minimum host requirements are:

Microsoft Windows Server 2012 R2
Microsoft .NET Framework 4.6.1
CPU: 2 x 2.5Ghz
Memory: 1.0 Gb
Disk: 50 Mb free disk space

Download the Piriti Datasheet for further details in a print-ready format.

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