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Native Genesys interface does not a allow to do that. due to below notes.Note: Because calls and callbacks are considered call interactions, we recommend that you do not allow these media types to interrupt each other. This configuration can cause longer than anticipated wait times for customers who choose a callback. By default, the system does not allow calls and callbacks to override each other.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.