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Genesys Cloud – March 29, 2017

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 .

Advanced email routing in Architect

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

Integrations

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 .