Workforce Engagement Management

Hello everyone,

I have a question regarding pre-recorded disclosures.  Is this a functionality available in Genesys?  So for example, our phone agents sometimes are required to read certain disclosures to our members when processing certain type of transactions (i.e.  ACH).   We know there is a technology that allows agents to simply get the member over to a line where they hear a pre recorded disclosure and acknowledge before bringing them back on the line to complete the transaction.  I have been looking through the Genesys table of contents but have not been able to find anything.  Is anyone currently using this functionality and is it included with Genesys?

#Workforce Management

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Pablo Flores
Sr WFM Manager
Security Service Federal Credit Union
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Not built-in currently OOB.  You can play messaging inbound through the flow - easy enough, but not automatically on outbound calls.  What we have done is to have a script for inbound and/or outbound calls that invokes a Secure Flow on loading of the Start page the simply plays the message in that secure flow and then passes right back to the agent.  Essentially, it highjacks the call, plays the message, then passes it back to the agent who is on hold.  You could also conference in the message with API call on page load.  

Genesys is working on outbound announcements in Outbound dialing and callbacks but not for manual dialing at this point. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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We have done this as well, but it is unfortunate that the secure flow is the only one that supports routing the interaction back to an agent. We have a requirement for one of our projects where they need to have the caller verbally say yes or no, and they store that recording, so the secure flow doesn't work since it doesn't allow the interaction to be recorded. 

We ended up having to setup some scripting to create a conference call between the agent, caller, and a standard inbound flow that played the message, and then ends the flow leg of the call when it is over which terminates the conference. 

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Charles Skowron
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Original Message:
Sent: 07-05-2023 17:27
From: Robert Wakefield-Carl
Subject: Pre-recorded disclosures

Not built-in currently OOB.  You can play messaging inbound through the flow - easy enough, but not automatically on outbound calls.  What we have done is to have a script for inbound and/or outbound calls that invokes a Secure Flow on loading of the Start page the simply plays the message in that secure flow and then passes right back to the agent.  Essentially, it highjacks the call, plays the message, then passes it back to the agent who is on hold.  You could also conference in the message with API call on page load.  

Genesys is working on outbound announcements in Outbound dialing and callbacks but not for manual dialing at this point. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Just to extend on what Robert has suggested. 

We have a page on our agent script where the agent can select from a selection of disclosures, bunch of tick boxes, and when they press a button it goes to a secure flow and plays those disclosures selected and then takes the call back to the agent, probably a little more complex but handy.

So yes that is certainly possible, how simple or complex you want it is entirely up to you. A simple disclosure that plays on the inboundflow or on agent answer or chosen by the agent for inbound or outbound calls is certainly doable, and very easy to implement, if you need a step by step just let me know.

For outbound, if it is an outbound campaign you could have an outbound flow also play a disclosure before connecting with an agent.

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Anton Vroon
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What Anton describes is exactly what I've deployed for a couple of sites for T&C acceptance.  I've also added in Flow Outcomes to that secure flow to be set success/failure based on whether the person selects 1/yes or 2/no type thing.  It could be expanded on I'm sure to something speech rec driven but if you're only after playing a disclaimer without any acceptance then you wouldn't need all of that but it is also a good way of confirming through reporting etc that the caller was sent to the disclaimer.

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Vaun McCarthy
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Original Message:
Sent: 07-05-2023 23:18
From: Anton Vroon
Subject: Pre-recorded disclosures

Just to extend on what Robert has suggested. 

We have a page on our agent script where the agent can select from a selection of disclosures, bunch of tick boxes, and when they press a button it goes to a secure flow and plays those disclosures selected and then takes the call back to the agent, probably a little more complex but handy.

So yes that is certainly possible, how simple or complex you want it is entirely up to you. A simple disclosure that plays on the inboundflow or on agent answer or chosen by the agent for inbound or outbound calls is certainly doable, and very easy to implement, if you need a step by step just let me know.

For outbound, if it is an outbound campaign you could have an outbound flow also play a disclosure before connecting with an agent.

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Anton Vroon
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