Genesys Cloud - Main

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?  

#ArchitectureandDesign
#Outbound

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Rob Falkowski
Life Line Screening of America, Ltd.
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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.

HTH

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Paul Simpson
Eventus Solutions Group
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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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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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Original Message:
Sent: 09-18-2023 17:15
From: Paul Simpson
Subject: Queue Call Back

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.

HTH

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Paul Simpson
Eventus Solutions Group
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