Banza Genesys PureConnect connector for Creatio

Use the Banza Genesys PureConnect connector for Creatio to conduct productive phone conversations with clients and coworkers. All communication history will be stored in Creatio.

Use cases:

Using the connector, customers can make both inbound and outbound calls using Genesys communication services. The user has access to all contact details, including a history of communications, while on the call.

Analyze the number, duration, and results of calls and determine the effectiveness of communication.

Using the extension, you may perform the following functions:

• Manage a single database of accounts and contacts
• Maintain the history of client interactions
• Save phone call recordings
• Identify a caller automatically while answering the phone
• Accept and start a call or switch to standby mode and transfer the call to another employee
• Track call statistics and improve where needed

Key features:

• to search subscribers by number;
• to make calls with one click;
• to answer the call;
• to hold / unhold the call;
• to end the call;
• to manage agent state;
• to transfer the call;
• to save information in the system as well as display time characteristics (start date, end date, call duration) of the call;
• to show call history for easy management of call links or the ability to call back.

Notes:

The extension has been tested on the Genesys 2021 R3 version. In other versions, its behavior might not be predictable, necessitating further investigation.