Genesys Cloud - Main

Martin - why customer would not want to handle this with a more optimized Callback logic? Setting aside the technology (WebRTC vs. PSTN), by "optimized" I mean that online user would get involved over voice when it really matters, so when a human agent is available. This seems like the biggest benefit of the Callback model: the alternative is to handle this as traditional Inbound voice model, so keeping the online user stuck with the IVR/VA experience before getting to a human agent. Unless this is a very specialized use-case where human agents are the first touchpoint? It is just a matter of cutting telephony costs?

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Angelo Cicchitto
Genesys - Employees
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I agree that callback appears to be the best option, but the customer does not want their customers to incur roaming costs. If a customer wants to connect from abroad and a callback is created, they may incur roaming charges. They would prefer a WebRTC call to eliminate any phone charges for the customer. 

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Original Message:
Sent: 01-08-2026 04:52
From: Angelo Cicchitto
Subject: Click-to-Dial from a Customers Web Site

Martin - why customer would not want to handle this with a more optimized Callback logic? Setting aside the technology (WebRTC vs. PSTN), by "optimized" I mean that online user would get involved over voice when it really matters, so when a human agent is available. This seems like the biggest benefit of the Callback model: the alternative is to handle this as traditional Inbound voice model, so keeping the online user stuck with the IVR/VA experience before getting to a human agent. Unless this is a very specialized use-case where human agents are the first touchpoint? It is just a matter of cutting telephony costs?

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Angelo Cicchitto
Genesys - Employees

Martin,

There's an App Foundry product from TrueEngage (https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/b15ea660-2f05-403b-b499-3161f2e1173f) that implements this capability quite easily and effectively.

We have deployed and it works well.

colin

I agree that callback appears to be the best option, but the customer does not want their customers to incur roaming costs. If a customer wants to connect from abroad and a callback is created, they may incur roaming charges. They would prefer a WebRTC call to eliminate any phone charges for the customer. 

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant


Original Message:
Sent: 01-08-2026 04:52
From: Angelo Cicchitto
Subject: Click-to-Dial from a Customers Web Site

Martin - why customer would not want to handle this with a more optimized Callback logic? Setting aside the technology (WebRTC vs. PSTN), by "optimized" I mean that online user would get involved over voice when it really matters, so when a human agent is available. This seems like the biggest benefit of the Callback model: the alternative is to handle this as traditional Inbound voice model, so keeping the online user stuck with the IVR/VA experience before getting to a human agent. Unless this is a very specialized use-case where human agents are the first touchpoint? It is just a matter of cutting telephony costs?

------------------------------
Angelo Cicchitto
Genesys - Employees

Thanks, Colin. I have experience with TrueEngage and offered it as an option, but because it would incur additional costs, the customer was looking for alternatives. 

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant
------------------------------


Original Message:
Sent: 01-08-2026 14:36
From: Colin Sims
Subject: Click-to-Dial from a Customers Web Site

Martin,

There's an App Foundry product from TrueEngage (https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/b15ea660-2f05-403b-b499-3161f2e1173f) that implements this capability quite easily and effectively.

We have deployed and it works well.

colin

------------------------------
Colin Sims
IT Senior Staff Specialist


Original Message:
Sent: 01-08-2026 11:52
From: Martin Bunting
Subject: Click-to-Dial from a Customers Web Site

I agree that callback appears to be the best option, but the customer does not want their customers to incur roaming costs. If a customer wants to connect from abroad and a callback is created, they may incur roaming charges. They would prefer a WebRTC call to eliminate any phone charges for the customer. 

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant


Original Message:
Sent: 01-08-2026 04:52
From: Angelo Cicchitto
Subject: Click-to-Dial from a Customers Web Site

Martin - why customer would not want to handle this with a more optimized Callback logic? Setting aside the technology (WebRTC vs. PSTN), by "optimized" I mean that online user would get involved over voice when it really matters, so when a human agent is available. This seems like the biggest benefit of the Callback model: the alternative is to handle this as traditional Inbound voice model, so keeping the online user stuck with the IVR/VA experience before getting to a human agent. Unless this is a very specialized use-case where human agents are the first touchpoint? It is just a matter of cutting telephony costs?

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Angelo Cicchitto
Genesys - Employees

Hi Martin,

You can vote on the below for Click to Call direct from Web. The other option coming soon is WhatsApp inbound voice calling (targeted for this month) which relying on data or wifi would amount to a similar end.

https://genesyscloud.ideas.aha.io/ideas/INB-I-1187

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Richard Chandler
Connect
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Original Message:
Sent: 01-08-2026 14:44
From: Martin Bunting
Subject: Click-to-Dial from a Customers Web Site

Thanks, Colin. I have experience with TrueEngage and offered it as an option, but because it would incur additional costs, the customer was looking for alternatives. 

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant


Original Message:
Sent: 01-08-2026 14:36
From: Colin Sims
Subject: Click-to-Dial from a Customers Web Site

Martin,

There's an App Foundry product from TrueEngage (https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/b15ea660-2f05-403b-b499-3161f2e1173f) that implements this capability quite easily and effectively.

We have deployed and it works well.

colin

------------------------------
Colin Sims
IT Senior Staff Specialist


Original Message:
Sent: 01-08-2026 11:52
From: Martin Bunting
Subject: Click-to-Dial from a Customers Web Site

I agree that callback appears to be the best option, but the customer does not want their customers to incur roaming costs. If a customer wants to connect from abroad and a callback is created, they may incur roaming charges. They would prefer a WebRTC call to eliminate any phone charges for the customer. 

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant


Original Message:
Sent: 01-08-2026 04:52
From: Angelo Cicchitto
Subject: Click-to-Dial from a Customers Web Site

Martin - why customer would not want to handle this with a more optimized Callback logic? Setting aside the technology (WebRTC vs. PSTN), by "optimized" I mean that online user would get involved over voice when it really matters, so when a human agent is available. This seems like the biggest benefit of the Callback model: the alternative is to handle this as traditional Inbound voice model, so keeping the online user stuck with the IVR/VA experience before getting to a human agent. Unless this is a very specialized use-case where human agents are the first touchpoint? It is just a matter of cutting telephony costs?

------------------------------
Angelo Cicchitto
Genesys - Employees