Title: Callback Capabilities on Genesys Cloud

 

Agenda:  Discover the different Callback capabilities offered by Genesys Cloud as part of our Genesys Customer Experience Platform.

         - Use cases and benefits 

         - Solution Overview

         - Deployment Considerations

 

Brief Summary: Learn how to offer customers an option for a callback when expected wait times are longer than usual - reducing customer hold time and frustration thereby leading to a better customer experience. Discover the various Callback capabilities offered by Genesys Cloud.

 

OnDemand  On24 link: https://event.on24.com/wcc/r/4612609/B4E0B917EC6E0FA85F20E584B726EAAB

 

Resources:

Click this link for a brief demonstration of how to set up a Callback for customers waiting in queue: https://vimeo.com/969267636/46f032e091?share=copy

Be sure to check out these resources to support your success enabling Callback capabilities:

• About Callbacks: https://help.mypurecloud.com/articles/about-callbacks/ 
• Callbacks Guide: https://developer.genesys.cloud/routing/conversations/callbacks-guide#ruby 
• Create Callback Action: https://help.mypurecloud.com/articles/create-callback-action/ 
• Genesys Personalized Routing with Callback (CE43) for Genesys Cloud: https://all.docs.genesys.com/UseCases/Current/GenesysCloud/CE43

Key takeaways from Callback Capabilities Workshop:

1. Callbacks help promote customer satisfaction through alleviating the need for long customer wait times on the line.
2. Allows for better workforce management by allowing callbacks to also be scheduled and provide adequate time for agents to handle issues.
3. Callbacks help address service level issues, particularly abandon rates by keeping the customer's place in the queue and connecting it once an agent is available.

#QualityManagement
#Telephony

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Antwuan Rencher
Genesys - Employees
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