Genesys Cloud's single customer view is a capability enhancement within External Contacts that consolidates multiple customer identifiers—such as email addresses, phone numbers, and web IDs—under a unified contact record while linking conversations across channels. This functionality enables agents to access a complete customer history, including up to 60 days of journey data, to deliver personalized service informed by the customer's full interaction story. The feature leverages identity resolution and customer journey tracking to support informed decision-making and consistent experiences across touchpoints. Single customer view supports enrichment capabilities through segments, outcomes, and customer intents, which add behavioral context and user characteristics to enhance understanding. The system is division-aware and supports GDPR compliance. Key capabilities include contact identification and linking, interaction journey card visibility, and the ability to manage contacts through promotion of ephemeral contacts to curated status and merging of communication channels. Configuration options allow organizations to enable or disable the feature and customize identity resolution settings by division and channel.