Latitude by Genesys - User Group

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New IVR Update for Support Calls

  • 1.  New IVR Update for Support Calls

    Posted 08-03-2020 17:06

    Happy Monday Latitude by Genesys Community!


    Hope you are doing well today. Wanted to follow up on the email you received July 28th 2020 from titled "PureConnect Customer Care is joining the acceleration to Cloud!" This is a friendly reminder that our IVR system has been updated to our single Genesys Cloud CX platform effective August 1st 2020.

    Therefore, when you dial 1-866-396-2599 to get connected to the Latitude By Genesys Support offices. Please enter your IVR pin when asked. Once you've done this and are prompted to say or enter the skill you are calling in for. Please ensure you speak "Collector" as the skill. Currently Collector is not listed in the options. However, is a recognized skill when spoken through the IVR prompt. If you do not have your IVR pin, please let me know as soon as possible and I will resend it to you if you currently have one in the Customer Support Portal.


    Here to answer any additional questions should you have them. Thank you and have a great rest of your day!  =^)


    Niki Coleman
    Genesys - Employees