Gyst For Genesys

Gyst is a web API based service for optimizing your Genesys Cloud and Genesys Engage, and Genesys PureConnect voice applications. It delivers easier, better, faster, and more cost effective customer self-service. You can watch the movie below for a quick overview of the Gyst For Genesys implementation, learn about what makes Gyst unique here, or skip right to the technical details.

Overview - Gyst For Genesys

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Anonymous Personalization

Gyst allows your voice applications to adjust dynamically to individual user skills, cognitive abilities, noisy or distracted calling environments, familiarity with the dialogue flow, and other factors. It does not require any personal information to be shared in order to provide significant improvements in the customer experience and measurable cost savings.

While static, profile based user personalization is helpful for reducing the number of interactions a user needs to make in order to achieve a specific goal in your voice channel, it does not account for these user and environmental factors critical to modern day voice interactions.

What Makes Gyst Different?

Gyst For Genesys - Product Installation

Provisioning Gyst for use in your existing Genesys environment is easy with our new Premium App setup process.

Figure 1 below shows the Gyst For Genesys welcome screen as viewed from your Genesys account. Simply follow the instructions given during the setup process and in particular, the steps that need to be taken with regards to setting up the Gyst Server in your Amazon Web Services account.

Figure 1

Figures 2 and 3 below, show the Genesys Integrations and Actions that have been pre-built for your Genesys environment.

Figure 2

Figure 3

Gyst Server Installation

We provide a set of files, including an Amazon Web Services Cloud Formation template to allow you to easily provision the AWS EC2 instance that supports the Gyst web API. Details on how to access these files are provided at the time of purchase.

This EC2 instance supports the Gyst web API, an HTTP based restful API that is used by the Gyst For Genesys Integration.

The specifications on the HTTP get/post responses and API usage are detailed here.

It is highly recommended that the user download all files, build the Gyst Stack, and then ping the Gyst EC2 instance via a dedicated Elastic IP and per the API calling instructions contained in the Gyst Online documentation.

In production, the clients Genesys voice application calls the Gyst API each time the caller responds. A single Gyst API call is also added at the beginning and end of each phone call.

The Gyst Recommendation Engine, which is supported via the Gyst EC2 instance and reachable via the Gyst API, handles all audio playback speed change recommendations based on machine learning techniques and our proven algorithms for learning caller behavior. Also included are recommendations for caller timeout adjustments, input modality switching, and alternate voice content messaging. The service also includes Gyst’s high resolution caller behavior analytics which analyze performance metrics in real time, and report on the overall voice application efficiency over time.

While the CloudFormation template and documentation provided at the time of purchase will fully implement the services outlined below, it is anticipated that the client will require some additional guidance from Gyst Technologies to accomplish this. This guidance is provided as part of the initial sale to the client.

Gyst For Genesys - Direct EC2 Configuration

This guide provides step-by-step instructions on how to launch a Windows Server Instance (WSI) to support the Gyst Service Environment on Amazon Web Services.

For additional information on launching and maintaining AWS instances, load balancers, security groups, and other services, see Amazon's Documentation for AWS here.

While a WSI will run under various Microsoft Windows Server versions, Windows Server 2016 and 2019 are recommended. Additionally, a WSI can run privately on a client’s physical, firewall protected server, a client’s virtualized server instance - including those running under VMWare, or on Microsoft Azure or an equivalent cloud service provider. This document relates to a WSI running on AWS.

For AWS, the WSI uses Amazon’s Elastic Compute Cloud (EC2) based instances. Some familiarity with the AWS Dashboard and Instance Configuration and Launch Tools is required for the following procedures, as is knowledge of and access to the client’s AWS User Account and Security details. 

Additionally, this document outlines the procedure for small capacity Gyst Service Environments (1 - 10 simultaneous conversations). You can scale accordingly for larger capacity environments. See the Gyst Installation and Service Configuration document for further details on the storage and processing requirements of the WSI.

Step 1. Sign in to AWS and select an appropriate Windows Server 2016 instance. 

For small capacity Gyst Service Environments, you can select a Micro or Free Tier, if available. Note that while Amazon may, from time to time, offer free and paid instance configurations with containers, SQL, and other services, the WSI does not require anything other than the base Windows Server 2016 configuration. 

Step 2. Select a specific instance type with appropriate CPU and storage capacity.

See the Gyst Installation and Service Configuration document for further details on the storage and processing requirements of the WSI.

Step 3. Configure the instance details as indicated… 

Step 4. Select appropriate Storage Capacity as indicated…

Step 5. Add tags as key-value pairs to identify the instance. 

Step 6. Assign an existing security group or create a new one per local guidelines.

Step 7. Select an existing key pair, or create a new one and launch the instance.

You can use the retrieved credentials to log in to this newly created WSI and install and configure the Gyst Software as detailed in the Gyst For Windows page.