Genesys Cloud CX

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  • 1.  Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 9 days ago
    Is there something easy to allow this to happen ?
    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    Russell Davies
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  • 2.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 9 days ago
    Could you perhaps explain a bit more what you are trying to do here?

    "Update"? About what?
    By "Associates", do you mean Agents / Users?
    Do you mean via the UI, or are you thinking of placing calls / sending SMSs instead of sending emails?

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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 9 days ago
    Sorry Paul, yes a little vague in my original post.

    By associates I do mean agents and it could be anything from a BCP message about an outage and the required work around to a general update around a process.

    Just looking to see what else we can leverage using Genesys outside if teams and Outlook 

    The information transmitted is intended for the person or entity to which it is addressed and may contain confidential, privileged or copyrighted material. If you receive this in error, please contact the sender and delete the material from any computer. Any views or opinions expressed are those of the author and do not necessarily represent those of Fidelity International. All e-mails may be monitored. FIL Investments International (Reg. No.1448245), FIL Investment Services (UK) Limited (Reg. No. 2016555), FIL Pensions Management (Reg. No. 2015142), Financial Administration Services Limited (Reg. No. 1629709) and FIL Wealth Management Limited (Registered. No. 06121251) are authorised and regulated in the UK by the Financial Conduct Authority. FIL Life Insurance Limited (Reg No. 3406905) is authorised in the UK by the Prudential Regulation Authority and regulated in the UK by the Financial Conduct Authority and the Prudential Regulation Authority. Registered offices at Beech Gate, Millfield Lane, Lower Kingswood, Tadworth, Surrey KT20 6RP.





  • 4.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    GENESYS
    Posted 8 days ago
    Russell,

    Genesys Cloud is not only a contact center platform, but it also has UC capabilities much like MS Teams.  We call that feature "Collaborate": https://help.mypurecloud.com/articles/collaborate-feature-overview/.  You could easily create a Group Chat where all agents are members and when you post a message to that room, everyone will be notified via a toast and an indicate will show up on the Chat icon in the left hand nav bar.  That might be a really easy way for you to communicate with all users, or subsets of users.


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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 5.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 8 days ago
    To add to Jim's post, you can also use the API to send the messages, so if you have any kind of automated system that detects outages, or similar, you could have it send the message to the group....

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    Paul Simpson
    Eventus Solutions Group
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  • 6.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    GENESYS
    Posted 8 days ago
    Excellent point Paul.

    Russel, if you are interesting in sending messages to a Group Chat, please refer to these docs:

    Setting up a Webhooks integration: https://help.mypurecloud.com/articles/webhooks-integrations/
    Calling the Webhook to send a message: https://developer.genesys.cloud/platform/webhooks/


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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 7.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 8 days ago
    Amazing thanks both for following up in so much detail

    The information transmitted is intended for the person or entity to which it is addressed and may contain confidential, privileged or copyrighted material. If you receive this in error, please contact the sender and delete the material from any computer. Any views or opinions expressed are those of the author and do not necessarily represent those of Fidelity International. All e-mails may be monitored. FIL Investments International (Reg. No.1448245), FIL Investment Services (UK) Limited (Reg. No. 2016555), FIL Pensions Management (Reg. No. 2015142), Financial Administration Services Limited (Reg. No. 1629709) and FIL Wealth Management Limited (Registered. No. 06121251) are authorised and regulated in the UK by the Financial Conduct Authority. FIL Life Insurance Limited (Reg No. 3406905) is authorised in the UK by the Prudential Regulation Authority and regulated in the UK by the Financial Conduct Authority and the Prudential Regulation Authority. Registered offices at Beech Gate, Millfield Lane, Lower Kingswood, Tadworth, Surrey KT20 6RP.





  • 8.  RE: Using GenCloud To Update Associates Rather Than Outlook Emails

    Posted 8 days ago
    You could also use Development and Feedback modules to push out these smaller types of alerts and updates to all users. The modules allow you to push content to users of a specific skill, group, or queue so that you can easily target the right group.

    https://help.mypurecloud.com/articles/about-development-and-feedback-modules/

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    Brad Murlin
    Zillow, Inc.
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