Genesys Cloud Integration with SAM Pro

[Gabriel Borges]

I have a question: the project I'm working on needs to integrate with Genesys Cloud to retrieve the licenses it uses. What would be the best approach for this: creating an integration profile or acquiring Unified Experience from Genesys?

[Vikram Reddy]

Hi @Gabriel Borges ,

For a SAM Pro license-management use case, I would recommend creating a custom SaaS integration profile rather than using Unified Experience from Genesys and ServiceNow.

Unified Experience from Genesys and ServiceNow is mainly a contact-center / agent-workspace integration. It is intended for use cases such as embedding Genesys interaction controls in ServiceNow, OpenFrame, CSM or ITSM Workspace, external routing, case/work-item sync, and giving agents a combined ServiceNow + Genesys experience.

It is not primarily a SAM Pro license ingestion connector.

For SAM Pro, the better fit is SaaS License Management with a custom integration profile. ServiceNow’s SaaS License Management documentation lists many out-of-box SaaS integrations, but Genesys Cloud is not listed as an OOB SaaS integration. ServiceNow says that when the SaaS application is not available as an OOB integration, you can create a custom integration profile using IntegrationHub / Flow Designer.

The custom Genesys Cloud integration should pull data such as:

- Active users
- Assigned roles
- Assigned license level
- Add-ons, if applicable
- Last login or last activity
- Inactive or stale users
- Role-to-license mapping
- Subscription/license assignment details

This data can then be mapped into SaaS License Management subscription records so SAM Pro can support license visibility, usage tracking, reclamation candidates, optimization, and reconciliation.

One important Genesys-specific point is that Genesys Cloud licensing is role/permission driven. Genesys documentation says that the license associated with a user corresponds to the most expensive permission assigned through the user’s roles. So the integration should not only count users. It should also evaluate which roles, permissions, and add-ons drive the user’s license level.

Recommended approach:

1. Create OAuth/client credential access or API access in Genesys Cloud.
2. Create a custom spoke or IntegrationHub REST actions in ServiceNow.
3. Create a custom SaaS integration profile in SaaS License Management.
4. Build a Download Subscriptions subflow to import Genesys users and license assignments.
5. Build a Calculate Activity subflow to update last login or last usage activity.
6. Optionally build a reclamation action to remove roles, remove add-ons, or deactivate users based on the company’s reclamation policy.
7. Create the software entitlement in SAM Pro and reconcile against the imported Genesys subscription data.

Unified Experience from Genesys and ServiceNow should be considered only if the requirement is broader than SAM, for example:

- Agents need to handle Genesys voice/chat inside ServiceNow Workspace.
- ServiceNow cases must sync with Genesys work items.
- Genesys routing must be used for ServiceNow interactions.
- The business wants a combined CSM/ITSM + contact-center experience.

If the requirement is only to retrieve Genesys Cloud licenses and manage SaaS spend in SAM Pro, Unified Experience is likely overkill and may not populate the SAM Pro SaaS subscription/license tables in the way SaaS License Management expects.

Thank you,

Vikram Karety

ServiceNow Architect

Octigo Solutions INC