Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement