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  • 1.  Best practices for B2B retail customer support on Genesys Cloud

    Posted 03-13-2025 13:17
    No replies, thread closed.

    Hi, dear community! 
    In our company main business is selling furniture to the many people, however there is a rapidly growing branch of B2B Sales. We are providing both before and after sales support to B2B customer in our contact centers, where we use Genesys Cloud for voice, email and message interactions. We have 10000+ agents across all markets with around 5-10% of them supporting B2B. We don't use any big CRM solution in connection with Genesys Cloud, besides our in-house built customer base.

    I would like to hear from other retails business using Genesys Cloud about your best practices and main challenges when working with B2B contacts on Genesys Cloud.


    #Connect with a Customer (NEW)
    #Implementation
    #Remote Work Enablement

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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
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  • 2.  RE: Best practices for B2B retail customer support on Genesys Cloud

    Posted 03-13-2025 13:41
    No replies, thread closed.

    I am curious as to how you are using External Contacts for mini-CRM (presuming you are doing so).



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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  • 3.  RE: Best practices for B2B retail customer support on Genesys Cloud
    Best Answer

    Posted 03-14-2025 05:32
    No replies, thread closed.

    We actually don't use external contact for customers profiles right now, since we have out kind of internally developped CRM, embedded via agent script. AND External contact were not division aware until recent time, so it was not possible for us to use it with 30 countries in one org, each having ownership over their customer data.

    We use external contact for frequently used numbers, for example when agents need to reach out to certain store or transport service provider or other third parties.



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


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