Genesys Cloud - Main

In this video, @Mark Bernardo discusses a new feature "Division assignment for external contacts and external organizations"

Administrators and contact center managers can now control access to external contacts and external organizations by assigning them to divisions. This update helps organizations with strict data segmentation requirements manage contact visibility more effectively. Previously, all users with the necessary permissions could access and interact with external contacts, regardless of their division. Now, businesses that must isolate contact data can ensure that users only see and interact with the contacts relevant to their division. This feature is beneficial for companies that serve multiple customers or business units. For example, a contact center supporting competing airlines can now prevent agents that handle interactions for one airline from accessing another airline’s customer information. The ability to exercise more granular control helps organizations maintain privacy, meet compliance requirements, and improve operational efficiency.

Release notes: https://help.mypurecloud.com/releasenote/april-7-2025/

#TAMStudios #FeatureReview #ExternalContacts #Divisions

#SystemAdministration
#CommunityVideos(TAM,QA,etc.)