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  • 1.  We are looking at implementing emails to our genesys cloud platform

    Posted 01-09-2025 08:23
    No replies, thread closed.

    we are looking at going live with emails on genesys cloud 

    Any advice or recommendations would be greatly appreciated 

    Also and gaps that you know of would be great to understand as well

    Thanks 


    #DigitalChannels

    ------------------------------
    Ziyaad Suliman
    IT Manager
    ElectroMechanica
    ------------------------------


  • 2.  RE: We are looking at implementing emails to our genesys cloud platform
    Best Answer

    Posted 01-09-2025 09:50
    No replies, thread closed.

    Crawl, walk, run! 

    1. First start out with a non-customer facing like an internal help desk that does not have a lot of volume so you can prove out your use cases.

    2. Start out with forwarding.  While IMAP is there, better to wait for Graph API at this point instead of IMAP

    3. Play with the settings - there are many controls for how emails are routed and replied to.  Play with each so you can see what they actually do.

    4. Utilize Knowledge and Responses - enable knowledge and responses to be used by agents including their signatures.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: We are looking at implementing emails to our genesys cloud platform

    Posted 01-09-2025 10:05
    No replies, thread closed.

    Thank you robert 



    ------------------------------
    Ziyaad Suliman
    IT Manager
    ElectroMechanica
    ------------------------------

    Original Message


  • 4.  RE: We are looking at implementing emails to our genesys cloud platform

    Posted 01-10-2025 07:47
    No replies, thread closed.

    Any other suggestions, comments would be highly appreciated 

    thanks in advance :)



    ------------------------------
    Ziyaad Suliman
    IT Manager
    ElectroMechanica
    ------------------------------

    Original Message


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