Genesys Cloud
Inbound ACD voice call support on Communicate mobile app

In a future release, Genesys Cloud will enable inbound ACD voice call support on the Communicate mobile app. This update allows associate users, and business users who do not typically go on-queue, to receive inbound ACD voice interactions, such as transferred calls or directly routed voice interactions, on their mobile devices. Previously, ACD voice interaction handling was only possible through the full Genesys Cloud desktop, or web interfaces.

With this enhancement, associate users can now handle inbound ACD voice calls through the Communicate app. The calls are fully captured as Genesys Cloud interactions, allowing the same tracking, analytics, and after-call work options available to traditional ACD calls. To support this capability, the update introduces redesigned screens for call history and in-call handling and new screens for completing after-call work (ACW). This change helps extend contact center flexibility by supporting “on-the-go” users who must manage customer calls while away from their desktop.