Hi,
Is anyone using Genesys CallBack? If so I’d appreciate your comments on it as we are consdiering introduing it to our call centre.
I think it is a great system. I have tested it several times (but not used it in a real environment) and the thing is really a marvel.
There were several hurdles with trying to get it to work correctly with blending, but I guess this is something you would get with every product.
The major problem for me regarding Genesys callback is when agent is a multiskill agent callback with multiskill is an epiphany of too much technology being crammed into a simple task. I still cannot figure out how to have the callback work with a multiskill agent without forcing an agent to log into a different queue or forcing SV to constantly toggle the agent skills based on the hourly schedule…
A thought: URS is compatible with WFM schedule… why not make OCS compatible with WFM as well?