About single customer view

Feature coming soon: Agent Desktop Profile Panel Enhancements. For more information, see the Genesys Community.

Single customer view is a capability enhancement in External Contacts. It allows different identifiers, such as email address, phone number, web ID, to be associated under the one contact record and links conversations across channels in Genesys Cloud. 

Single customer view puts empathy into action and your contacts at the center of their experiences with your organization. Relying on identity resolution and customer journeys, single customer view enables agents to provide personal service with a view to each contact’s complete story.

Single customer view overview

Use single customer view

External Contacts helps you to take advantage of single customer view.

Single customer journey

Enables agents to see the last 60 days of conversation history with your customer on the Customer Journey tab on the agent desktop. 

Frequently asked questions about single customer view