Hi,
Our team is hoping to explore a mobile friendly Genesys solution for our field agents. We have explored the Mobile Office solution and we have found that it does not allow for Salesforce interaction logging for both inbound and outbound interactions which is a key requirement. We also found the below limitations as well :
- No Salesforce log for inbound/outbound interactions
- App needs to be running in the background to be able to receive interactions and notify agents.
- Remote Phone:
- Outbound calling requires agents to perform 2 steps.
- WebRTC
- Requires an active internet connection
- Agent's must use new numbers for calling.
- WhatsApp
- Cannot view past conversations prior to the 24 hour threaded limit
- Agents must use new WhatsApp numbers for messaging.
- First message after 24 hours must be a WhatsApp approved Generic template without any variables. Once a customer responds, the agent can send any message they wish to send.
- Heavy technical configuration work required to enable outbound messaging. Every agent will need their own queue which can be difficult to manage long-term if there are 75+ agents
- Local contact names are displayed as "No Name", making it difficult to distinguish between multiple interactions.
- Requires agents to add contact to Genesys to be able to see the agent name
Is there any workarounds or fixes for the above limitations? Or are there any other AppFoundry partners or integration strategies that solves our limitations documented above. A key requirement that needs to be addressed is Salesforce logging for outbound and inbound interactions. Are there any mobile-friendly solutions that address this requirement?
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Bhairavi Thalayasingam
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