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  • 1.  Genesys Cloud - Beta HQ and (upcoming) SalesForce BYOT on Q&A Show

    GENESYS
    Posted 04-05-2022 13:50
    Edited by Matt Lawson 04-25-2022 11:11
    Hey Everyone,

    Your Beta HQ Community Manager Alyssa and the managers of the upcoming Genesys Cloud/SalesForce BYOT were on this month's episode of the Q&A Show. Check it out to learn more about both exciting opportunities.

    Want to apply for the Genesys Cloud CX for Salesforce - BYOT? You can apply one day early with this link.

    In the episode, you can also see the SalesForce Einstein and Genesys Cloud integration at work!

    Hope you enjoy the episode!  

    Episode Chapters:

    *Meet Alyssa and the Beta HQ Community: 1:27
    *Upcoming SalesForce Beta: 13:47
    *SalesForce Einstein and Genesys Cloud Demo: 23:55
    *Congrats to our FIRST contest winner! 40:05


    #Unsure/Other

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 2.  RE: Genesys Cloud - Beta HQ and (upcoming) SalesForce BYOT on Q&A Show

    GENESYS
    Posted 04-07-2022 03:53
    This looks stellar! Will the UI in this BYOT solution offer up a "call disposition/result" field that is not tied to wrap-codes/ACD? It looks like it may in the screenshots and I have my fingers crossed big time for a yes.


  • 3.  RE: Genesys Cloud - Beta HQ and (upcoming) SalesForce BYOT on Q&A Show

    GENESYS
    Posted 04-07-2022 16:07
    Hi Brad,

    I asked our Dev team about your question and if we're understanding the ask, the answer is a no. The integration populates Salesforce's Call Resolution and Call Description fields with the value selected from the Genesys Cloud wrap up codes. These codes are tied to the queue and the agent receiving the work. 

    Could you provide a use case as to why you would need the call disposition / result not tied up to the ACW codes?

    Thank you,

    Wayne

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    Yongwook Lee
    Genesys - Employees
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    Original Message


  • 4.  RE: Genesys Cloud - Beta HQ and (upcoming) SalesForce BYOT on Q&A Show

    GENESYS
    Posted 04-07-2022 16:20
    Thank you for the quick response. We have > 700 Communicate users who are placing follow-up calls with customers they manage, or even with prospects - and our sales analytics teams are looking for a wrap-like disposition for these direct calls, similar to what Outreach or Salesloft do with their dialer.

    Many of the calls these users receive are direct inbounds to their DID, a situation that does not lend itself well to queues and wrap-codes. There are also no queues or digital channels associated with this team's work flow that would support the cost of the uplift to a GC2/3 license - and we are having a hard time justifying that license jump and the related workflow changes to direct in and outbound calls just for a wrap code.


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