Genesys Cloud CX

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Increased support for non-E.164 format phone numbers in Single Customer View 

01-03-2024 00:49

In this video, Kumar discusses the new feature "Increased support for non-E.164 format phone numbers in Single Customer View"

Agents can now automatically view contact search results in the profile pane and in pre-call work for contacts who have non-E.164 format phone numbers. Agents can then select the matching External Contact from the search list, or create a new contact and claim that phone number as an identifier. Previously, Genesys Cloud did not support non-E.164 numbers by identity resolution. This feature also includes the addition of click-to-dial support for non-E.164 numbers when agents view an External Contact and reduces the need for agents to copy and paste information. For more information, see Can I add a non-E.164 number to a phone field for an External Contact?Search for contacts or organizations, and Search for a contact.  This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Release notes:

Presenter: @Kumar Sanjeevi

#TAMStudios #FeatureReview #SingleCustomerView

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