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.