Hi,
We got a customer request asking us to provide a solution to enable a way to allow agents see on historical conversations, interactions handled by third system. I will try to explain a little more in order to clarify the request. Right now, our customer has Genesys Cloud integrated with several third party system, some do agentless campaign like sms or whatsapp and native. Our customer would like see their agent when receive an interaction in Genesys could see their customer history, not only Genesys Cloud but added, for example, the sms sent to the customer by the other third party systmem.
We already suggested to have an embbeded view with the info of previous contacts made to the customer in their other systems but the customer would prefer use the current native Genesys Clud UI where agent can see customer history. So here is our question:
Is there a way to inject or create or notify Genesys Cloud of external conversations, so the agent can have a omni view of all interactions (Genesys and non-Genesys) the customer has had?
Regards,
SG
#PlatformAPI------------------------------
Saugort Dario Garcia
Arquitecto de soluciones
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