Genesys Cloud CX

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  • 1.  Any integrations with "Walk-in" Queueing systems?

    Posted 01-30-2023 10:45
    Hey everyone,

    Does anyone know of a good Queueing/ticket system that integrates well with Genesys Cloud?

    We have a few customers that are using Genesys Cloud as their communication system, and they have a separate system for Walk-In customers.  We would very much like to be able to Queue up the Walk-In customers to Genesys Cloud.  This way we don't need dedicated staff in Reception.

    If anyone has done this I would love to hear about it :)

    Egill Pálsson
    Advania Island ehf

  • 2.  RE: Any integrations with "Walk-in" Queueing systems?

    Top 25 Contributor
    Posted 02-20-2023 16:46

    Different answers for you:

    Ticketing Systems

    I know Service Now and Zendesk are used a lot but SF and Dynamics are also possible for this.  All of them have embedded framework capabilities to allow single-pane of glass view and screen pops as well as data dips in Architect to look up for self service.

    As for the walk-in, there are a few companies (mostly video-related) that are doing kiosks for walk-up customer interactions with agents.

    As for routing of tickets or walk-up sessions, you need to wait for Task Routing or Work Item routing as Genesys calls it so you can route the actual tickets and sessions through to an agent.  Currently, we have to use Case-to-Email or Chat-to-Video escalation.  

    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect

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