Contact center

External Contacts 

With the new External Contacts feature, administrators can create a robust repository of external organizations and contacts that business users and agents can use to assist customers. Administrators can synchronize data from Salesforce, import data from a CSV source, or enter data manually. Business users can start a call, send an email, or visit a contact’s website directly from a contact’s record. Agents can start and transfer voice interactions to contacts, and view interaction history and detailed contact and organization data. For more information, see About External Contacts.

Advanced email routing in Architect

Administrators and contact center managers can now define flows to intelligently route inbound emails. For more information, see About inbound email flows


Salesforce External Contact Sync integration

Administrators can create an External Contacts data repository that syncs changes from Salesforce to Genesys Cloud. For more information, see About the Salesforce External Contact Sync integration.