Genesys Cloud - Main

In this video, @Kumar Sanjeevi discusses a new feature "Customer first callback support in outbound campaigns"

Administrators can now enable customer first callbacks (CFCs) in outbound campaigns. This enhancement allows outbound agents to schedule callbacks in queues configured for Customer First mode, where the platform dials the customer first and connects the call to an available agent once the customer answers. It also supports rule-based callbacks created through campaign rules. Previously, campaign callbacks followed the Agent First model, which required agents to start the call. By adding CFC support, administrators can align campaign callbacks with existing queue configurations, improving operational flexibility and helping agents focus on productive connections rather than waiting for customer pickups. Preview campaigns are not compatible with queues configured for Customer First Callbacks. Release notes:

Release notes:  https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

#TAMStudios #FeatureReview #Callbacks