Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

redirect a customer on an IVR to a written channel (chat)

  Thread closed by the administrator, not accepting new replies.

  • 1.  redirect a customer on an IVR to a written channel (chat)

    Posted 01-10-2024 06:14
    No replies, thread closed.

    Hello,

    One of our customers would like to set up a scheme as follows; to put it more simply:
    1- The customer calls the IVR
    2 - The IVR suggests a digital interface, the customer accepts
    3- The customer receives a secure web link by SMS 
    4- From the interface, he can choose to access livechat/webchat, and this opens the page on his phone.

    is it possible with genesys ?

    Thanks


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Connect with a Customer (NEW)
    #Implementation
    #API/Integrations
    #Omni-Channel Desktop/User Interface
    #Routing (ACD/IVR)

    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------


  • 2.  RE: redirect a customer on an IVR to a written channel (chat)
    Best Answer

    Posted 01-10-2024 08:17
    No replies, thread closed.

    Hi Rihab,

    Yeah, Genesys can do it.

    • Generate External URL - AWS? Azure? On-premise...
    • You need resources to send SMS. In Brazil (situation Local) we use API (supplier external) for send (data actions in flow).
    • You need to have an interface for integrating livechat/webchat.

    This information is important because Genesys Cloud doesn't have everything, they need resources externals for a better experience, for example resources above.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


Related Content