Genesys Connector - Features

Log In

Log in to Genesys Cloud Connector using the email and password you provided during registration.

User Status

To start accepting requests, the user must change the status to "On Queue", also the user can set a different status when he or she is not available for communication.

Inbound Requests

Users can respond to incoming requests by phone, email, chat, or other connected channels through a single widget by clicking the "Pick up" button on the Genesys Cloud Connector menu bar to start the interaction and "Disconnect" when the interaction is complete. Hold, Mute, Transfer, Record, and Secure Pause options are also available.

Screen Pop

The connector automatically opens the contact page in Zoho CRM based on the customer ID or creates a new record for first-time inquiries.

Click-to-call

The Genesys Cloud Connector initiates the call by clicking the dial icon next to the customer's phone number.

Call Records

The Genesys Cloud Connector records all inbound and outbound calls that are stored in Zoho CRM in the Calls tab. These records can also be found in the contact card for each associated contact.