Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.

Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.

There are many services out there that can take a phone number and return things like city, state, zip, etc, but the actual location of the phone in coordinates is private information and requires you triangulating on the phone itself.  Now, if they are using a WebRTC phone, you could use IP to get a better location.  Be careful with these sites that promise everything about the person with just their phone number.  Many scammers out there!

Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.

There are many services out there that can take a phone number and return things like city, state, zip, etc, but the actual location of the phone in coordinates is private information and requires you triangulating on the phone itself.  Now, if they are using a WebRTC phone, you could use IP to get a better location.  Be careful with these sites that promise everything about the person with just their phone number.  Many scammers out there!

Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.

I assume this will be the same for any omnichannel interactions such as messaging ? 

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richard craig

Original Message:
Sent: 02-14-2025 15:08
From: Robert Wakefield-Carl
Subject: Customer Geolocation

There are many services out there that can take a phone number and return things like city, state, zip, etc, but the actual location of the phone in coordinates is private information and requires you triangulating on the phone itself.  Now, if they are using a WebRTC phone, you could use IP to get a better location.  Be careful with these sites that promise everything about the person with just their phone number.  Many scammers out there!

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-14-2025 06:35
From: richard craig
Subject: Customer Geolocation

Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.

#ArchitectureandDesign
#PlatformAdministration
#Reporting/Analytics
#Roadmap/New Features
#Security

------------------------------
richard craig
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I assume this will be the same for any omnichannel interactions such as messaging ? 

There are many services out there that can take a phone number and return things like city, state, zip, etc, but the actual location of the phone in coordinates is private information and requires you triangulating on the phone itself.  Now, if they are using a WebRTC phone, you could use IP to get a better location.  Be careful with these sites that promise everything about the person with just their phone number.  Many scammers out there!

Is it possible to get any information regarding the geolocation of a customer calling an agent on Genesys Cloud ?. There is obviously the Geolocation setting in Account Settings but I wondered if there was anything else that can be done.