Genesys Cloud - UI New Features

I was wondering if there was a way to integrate our Names and Address Register which is within Pathway UX into PureCloud?  So when an interaction is received it will display that person's name, address, and previous dealings with our company?  I can see that we can add customer contact information under Admin, however, this would mean that we would have to amend both areas when a customer changes their details.

Hi Keryl,

Just so I understand, you want to bring your directory in Pathway into Genesys Cloud?
If that is the case you can create an external contacts or external orgs and you can sync them periodically to keep accurate data. 

You could also create a web services data action to Pathway and when you match a phone number to a customer recording Pathway bring back all the corresponding fields and place them on a script for the agent to see.

I apologize if I didn't understand your question and what I offered isn't relevant. Please elaborate more on the use case and I will continue to try to assist you.

I was wondering if there was a way to integrate our Names and Address Register which is within Pathway UX into PureCloud?  So when an interaction is received it will display that person's name, address, and previous dealings with our company?  I can see that we can add customer contact information under Admin, however, this would mean that we would have to amend both areas when a customer changes their details.

Hi Steven, yes that is correct I would like to bring our directory from Pathway into Genesys Cloud. 

Are there any instructions on how to,

• create external contacts or external orgs to sync periodically, and/or
• create a web services data action to Pathway so that when a phone number matches a customer record in Pathway it will bring all the corresponding fields and have them on a script for our agents to see?

Sorry I am self-taught on these features and have only been in my position for about a year and am finally able to start getting my teeth into making our agents interactions with our customers more streamlined and easier.

Thanks,

Keryl

Hi Keryl,

Just so I understand, you want to bring your directory in Pathway into Genesys Cloud?
If that is the case you can create an external contacts or external orgs and you can sync them periodically to keep accurate data. 

You could also create a web services data action to Pathway and when you match a phone number to a customer recording Pathway bring back all the corresponding fields and place them on a script for the agent to see.

I apologize if I didn't understand your question and what I offered isn't relevant. Please elaborate more on the use case and I will continue to try to assist you.

I was wondering if there was a way to integrate our Names and Address Register which is within Pathway UX into PureCloud?  So when an interaction is received it will display that person's name, address, and previous dealings with our company?  I can see that we can add customer contact information under Admin, however, this would mean that we would have to amend both areas when a customer changes their details.