Application Development Services 2017-08-21T15:51:10+00:00


Adapt’s Application Development Services group has the largest, most experienced team of Customer Interaction Center (CIC) development engineers available from any Genesys/Interactive Intelligence Value Added Reseller (VAR).
With average CIC experience exceeding ten years, our team members excel at programming for implementations, as well as development of client specific customizations.

Adapt Application Development Services Include:

Customizations and Integrations for CIC Components

Application Development Services provides customizations and integrations for CIC components, to enhance overall functionality.
Some of the CIC components we frequently customize include:
  • Interaction Dialer
  • Interaction Feedback
  • Interaction Optimizer
  • Interaction Recorder
  • Interaction Analyzer
  • Back-office applications such as CRM or Credit Union “core systems”
  • Agent Desktop Applications
  • Customized Reports
  • IVR Solutions

Integrations to Third Party Applications

Our clients frequently need to integrate CIC components to their existing back-office systems to provide information for agents and contact center customers.  Our Application Development team develops customized integrations for delivering functionality like:
  • Initiating Screen “pops” for contact center agents
  • Embedding call controls into CRM applications such as SalesForce
  • Passing ACD data into Workforce Management applications
  • Routing video interactions to ACD queues
  • Routing SMS / text messaging interactions to ACD queues
  • Integrating emails into the contact center for routing or outbound notifications
  • Implementing Adapt “Smart SuiteSM” applications for Credit Unions

Other Services

Adapt’s Application Development group also provides
  • Reviews and assessments of customizations in existing CIC deployments performed by other vendors
  • Migrations and software upgrades of CIC deployments done by other vendors to environments architected and supported by Adapt