Genesys Cloud - Main

In this video @Gaurav Srivastava takes us through the customer-first callback option.

Administrators can now configure a customer-first callback for queues in Genesys Cloud. This feature enables the platform to place a call to the customer first before connecting the interaction to an agent. When the user is ready to speak, the system places the call to an agent and maintains the interaction's original queue position. This enhancement reduces the time spent waiting for outbound calls to connect. Instead of agents making the outbound call and waiting for the user to answer, the platform handles the dialing process. Only live interactions route to agents, which improves agent performance and enhances the overall workflow.

Read more:

• Customer first callbacks overview
• Create and configure queues

Release Notes: https://help.mypurecloud.com/releasenote/september-30-2024

#TAMStudios #FeatureReview #Callbacks #CustomerCallbacks

Please post any questions or comments below, or email us at TAMStudios@Genesys.com