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Agents can make and receive calls in the client.
The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.
Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction.
Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.
Administrators can customize the screen pop behavior of call interactions with Architect flows.
Agents can use scripts with call interactions.
Administrators can add scripts to call interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud Embeddable Framework.
Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction.
Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.
Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.
Agents can use scripts with call interactions.
Administrators can add scripts to call interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud for Salesforce.
Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction.
Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.
Administrators can create click-to-dial functionality on custom Visualforce pages.
Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.
Administrators can customize the screen pop behavior of call interactions with Architect flows.
Agents can use scripts with call interactions.
Administrators can add scripts to call interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Zendesk.
Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction.
Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.
Administrators can map interaction attributes to Zendesk ticket fields.
Administrators can customize the screen pop behavior of call interactions with Architect flows.
Agents can use scripts with call interactions.
Administrators can add scripts to call interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Microsoft Teams.
Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction.
Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.
Agents can use scripts with call interactions.
Administrators can add scripts to call interactions with Architect flows.
For more information about the integration, see the main landing page.
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