Genesys Cloud (inbound phone) integration with an AWS Connect - contact flow (IVR survey)
Budget: $25 – $50 USD
A customer has asked us to make the following flow happen.
1. A client calls into their call center (genesys cloud)
2. Agent asks an approval at end of the call to send the client to an IVR survey
3. During this "call transfer" to our AWS Connect instance Genesys needs to pass us some data fields, like i.e. a salesforce_case_id, preferred_language and a model_number
We need to get into contact with someone that can explain us what to ask/config on the Genesys side,
and how to configure the AWS connect side.
We would expect 3 to 5 sessions of 1-2 hours or so, lets say 10 hours
First session should get clear what we need to ask on genesys side (the client has a small internal genesys team, with support of genesys professional service)
The right person will be asked more often to provide services, and integrartion advise/documentation
1. A client calls into their call center (genesys cloud)
2. Agent asks an approval at end of the call to send the client to an IVR survey
3. During this "call transfer" to our AWS Connect instance Genesys needs to pass us some data fields, like i.e. a salesforce_case_id, preferred_language and a model_number
We need to get into contact with someone that can explain us what to ask/config on the Genesys side,
and how to configure the AWS connect side.
We would expect 3 to 5 sessions of 1-2 hours or so, lets say 10 hours
First session should get clear what we need to ask on genesys side (the client has a small internal genesys team, with support of genesys professional service)
The right person will be asked more often to provide services, and integrartion advise/documentation