Genesys Cloud - February 19, 2016

C0llaborate

New features and functionality

Bulk role assignment tool
- Admins can now assign multiple users to a role at one time. Refer to the Assign roles article for details.

Integrations

Genesys Cloud for Salesforce

Support person accounts.
Support multiple regions.
Make call on behalf of queue.
Auto-associate who and what on custom click-to-dial.
Type ahead search for users and queues when placing or transferring calls.
Stats on queues before placing or transferring call to queue.
Advanced activity attribute mapping to map interaction attributes to Salesforce attributes.
Customize display of interaction details.

Genesys Cloud for Zendesk

Support multiple regions.
Make call on behalf of queue.
Type ahead search for users and queues when placing or transferring calls.
Show stats on queues before placing or transferring call to queue.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.