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Callback
Note: Not all changes listed below may pertain to your deployment.
December 28, 2018 (9.0.000.06)
What's New
Initial release
Genesys Callback enables you to provide a deferred option to connect consumers and agents at a mutually beneficial time, and provides support for Call-In behavior.
Callback is a generic product name that includes support for many scenarios and triggering sources including:
- Immediate (as soon as an agent is available) or Scheduled Callback offers
- IVR in-queue callback.
- Web or mobile callback — Public API-driven from mobile apps, Web sites, or the Genesys Widgets for Callback.
- Click-To-Call-In — A mobile app requests call-in details provided immediately or when an agent becomes available.
- Additional public APIs for queue Estimated Wait Time (EWT) and office hours availability
- Web administration UI for general management (list, create, cancel, reschedule callbacks)
Genesys Callback is enabled through Genesys Engagement Services (GES), the successor to Genesys Mobile Services (GMS) in the cloud. Designer is used to configure Callback.
Known Issues
There are currently no known issues.
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