Verint WFM integrations deprecation


Genesys deprecated the Verint WFM historical integration and the Verint WFM RTA integration. For more information, see Deprecation: Genesys Cloud Bridge integrations.

Why were these integrations deprecated?

Genesys is increasingly focusing on cloud technologies, which are scalable in ways that the installation and management of hardware and software inside customers’ firewalls is not. The company continues to devote more resources and energies to the development and support of cloud technologies and to strengthen its cloud deployment and delivery model.

Delivering services through the cloud offers many benefits to customers:

  • Reduces on-premises hardware and software requirements, which decreases capital and operating expenditures.
  • Gives customers better control over access to their data with increased security and auditing.
  • Standardizes customer experiences in Genesys Cloud.
  • Allows better support of integrations that exist completely in Genesys Cloud.

What is the alternative to the Verint WFM integrations?

The company recommends that customers of these integrations migrate to WFM Adapter for Genesys Cloud, a partner-provided solution in the Genesys AppFoundry. WFM Adapter for Genesys Cloud not only performs the same functions as the Verint WFM integrations. WFM Adapter for Genesys Cloud also offers more features and supports more WFM systems. For more information, see WFM Adapter for Genesys Cloud (Genesys AppFoundry).

Is there a cost?

As a partner-provided solution, the use of WFM Adapter for Genesys Cloud incurs ongoing costs with Aria. However, Genesys offers incentives for customers that currently use the Verint WFM historical integration or Verint WFM RTA integration to help with the transition. Contact your salesperson, your Customer Success Manager, or your Genesys Cloud TAM.

How do I migrate?

Migration involves changes to your Verint system and will likely be treated as a new install. Professional services and Aria are available for assistance. Contact your salesperson, your Customer Success Manager, or your Genesys Cloud TAM.