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Hello, I am inquiring about Genesys' capabilities related to queue callbacks. Specifically, can it greet the customer by their first name and provide options like pressing 1 for confirmation, with the understanding that if no input is received, it will not transfer to an agent?
This can certainly be achieved. You set your campaign to transfer to a flow, which plays the relevant audio and listens for input.
If this is truly a callback (as in, someone called in and asked for a call back) then I would still use outbound dialer, but use a Data Action to insert the record into the call list.
Otherwise, there is an idea out there (https://genesyscloud.ideas.aha.io/ideas/INB-I-128) to provide exactly the kind of functionality you describe.
Actually, the "customer first" callback is in development. It will allow customers to leave a callback and then it will route the callback on connect to a call flow that will give the option to transfer to the agent, disconnect or other actions. This is slated for Q4, but I guess it will be early Q1:
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