Genesys Cloud - Main

Hey there,

For some context: we've been with Genesys for less than a month now, coming from an Aircall, Avochato, Salesforce, and Gong stack. Our organization does a lot of call centre work, but also a lot of B2B 1:1 work - dialing in and out of personal numbers.


1. Saleforce contact syncing (1:1 and que based calling)

• Can you have the name of the SF contact show up instead of the city in the Call History tab within Genesys (or if not possible, the contact name vs the phone number) from a call that originates from (or made by) a personal number and not a queue? Sure, we could make individual ques for every rep, but that would make outbound calling from a personal number really clunky - as they would then have to go to the interactions tab, select the que, then dial the number.

2. Transcription from a personal number vs que

• Is it possible? Seems to be working if a call is handled in a que, but if an outbound rep wishes to make a 1:1 call from their personal number - there doesn't seem to be any transcription. Sure, again, we could setup individual ques to cover inbound calls - but it all falls apart when the rep has to go through the interactions tab, select a que, dial number. Adds substantial friction to our outbound activity.

3. Recorded calls

• I see we can see this is in the Performance, Interactions tab, but how can our sales team get more visibility? Is it possible to have their recorded calls show up in their inbox alongside the Voicemails, etc options? What about transcribed calls? In my utopia, I'd love for our team to be able to click on a call - have the transcribed call and recording show up in the far right pane. Maybe this is something a developer could do?

4. In-call status behavior

• Upon testing transferring a call to an agent that was in the call, we noticed there was no indication the agent was in a call (personal number call). I see by flipping to "On-que" their status will change, but this still doesn't indicate whether they are actually in a call or now. How, when an agent is in a call, can we can present a "Busy - In-call" status?

I'm curious whether our specific, outbound 1:1 use case may not fit well with Genesys' que, ACD focused structure, and whether a developer could make these request happen - and at what cost.

Your help is greatly appreciated. We've fielded these questions to our integrations partner, also - but curious what the community thinks, too. 

#ArchitectureandDesign
#Unsure/Other

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James Power
BuildDirect Technologies Inc.
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Hi James and welcome aboard.  Let me try to briefly answer these.  I am sure others will have more detailed answers for you.  

1. You would need to sync your SFDC contacts to External Contacts for them the numbers and emails to match up to a contact and show in the alerts and history.  
https://help.mypurecloud.com/articles/about-the-salesforce-external-contact-sync-integration/

2.  Transcription requires a GC2 or GC3 license and can only be activated by a queue at this point in time.  The best would be to have agents dial out on behalf of a queue.  Create one called Outbound Calls and they can use that all the time.  

3.  Agents can access their own interaction from My Interactions and if you give them the permissions, they will be able to get everything in one view just like the supervisors see.  https://help.mypurecloud.com/articles/view-an-interactions-details-tab/

4.  When transferring or looking at an agent, you should see icons to indicate if they are active in a conversation and how many of each type they have.  



------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-01-2022 20:07
From: James Power
Subject: Is Genesys Right For Us? 1:1 Vs Call Centre

Hey there,

For some context: we've been with Genesys for less than a month now, coming from an Aircall, Avochato, Salesforce, and Gong stack. Our organization does a lot of call centre work, but also a lot of B2B 1:1 work - dialing in and out of personal numbers.


1. Saleforce contact syncing (1:1 and que based calling)

• Can you have the name of the SF contact show up instead of the city in the Call History tab within Genesys (or if not possible, the contact name vs the phone number) from a call that originates from (or made by) a personal number and not a queue? Sure, we could make individual ques for every rep, but that would make outbound calling from a personal number really clunky - as they would then have to go to the interactions tab, select the que, then dial the number.

2. Transcription from a personal number vs que

• Is it possible? Seems to be working if a call is handled in a que, but if an outbound rep wishes to make a 1:1 call from their personal number - there doesn't seem to be any transcription. Sure, again, we could setup individual ques to cover inbound calls - but it all falls apart when the rep has to go through the interactions tab, select a que, dial number. Adds substantial friction to our outbound activity.

3. Recorded calls

• I see we can see this is in the Performance, Interactions tab, but how can our sales team get more visibility? Is it possible to have their recorded calls show up in their inbox alongside the Voicemails, etc options? What about transcribed calls? In my utopia, I'd love for our team to be able to click on a call - have the transcribed call and recording show up in the far right pane. Maybe this is something a developer could do?

4. In-call status behavior

• Upon testing transferring a call to an agent that was in the call, we noticed there was no indication the agent was in a call (personal number call). I see by flipping to "On-que" their status will change, but this still doesn't indicate whether they are actually in a call or now. How, when an agent is in a call, can we can present a "Busy - In-call" status?

I'm curious whether our specific, outbound 1:1 use case may not fit well with Genesys' que, ACD focused structure, and whether a developer could make these request happen - and at what cost.

Your help is greatly appreciated. We've fielded these questions to our integrations partner, also - but curious what the community thinks, too. 

#ArchitectureandDesign
#Unsure/Other

------------------------------
James Power
BuildDirect Technologies Inc.
------------------------------