Hi Community,
My organization plans on utilizing a blended environment for voice interactions as part of an upcoming project going live in a couple months. We plan on using preview dialing for outbound calls, while also having the same agents receive inbound calls between offered dialer outbound calls. My requirements are: if an Inbound call comes in, the agent should take that call, else they should work the dialer list in the Outbound campaign.
I'm assuming that this is a pretty normal setup for Genesys customers. From the documentation I've read, it seems like this is possible with Genesys out-of-the-box.
Is anyone else using this sort of setup? Have you learned any lessons along the way? Is there anything my team should watch out for?
We haven't done call blending before, so any advice would be appreciated!
Thanks,
#ArchitectureandDesign#Outbound#Routing(ACD/IVR)------------------------------
Cory King
IT Lead
IGS Energy
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