Currently, we utilize the SAP solution as our CRM system and Genesys Cloud for IVR call management by our agents. We have successfully integrated Genesys into the SAP, allowing agents to handle customer calls and manage accounts on a single screen, which aligns with our critical time-bound SLAs. Alongside they handle few more other portal screens.
We are looking to implement a similar integration with the Genesys Bot embed within the CCS Cloud. Could you provide any information on the roadmap for Bot integration in upcoming releases?