How callback works
Find information about Genesys' callback offerings, which include classic callback services as well as more robust offerings that include Click-To-Call features and CAPTCHA integration.
What Callback does[edit source]
When calling a contact center, very few of us like to wait on hold. When wait times are long, many consumers would rather have someone call them back instead of waiting on the phone for an agent to answer.
Genesys offers classic callback services, allowing consumers to request a callback as soon as an agent with the correct skills is available or to schedule the callback for a specific day and time that is convenient. In addition, Genesys offers robust and feature-rich callback services so you can use Push Notifications and CAPTCHA widgets with your callback offering. You can monitor and manage your callback services in a UI, which includes a view of your callback queues. Key components of the consumer's app or web journey can be preserved for agent or reporting use.
On top of the traditional callback services and scenarios, Genesys also offers the Click-To-Call feature, which lets consumers call your contact center by simply tapping a button in your mobile app.
How Callback works[edit source]
Callback includes a UI with which you can provision callback features and manage your callback services. It uses Designer applications to provide callback services. The Callback UI is available on the Genesys portal.
The Callback Widget comprises a service and a customizable UI plugin that you integrate into your website. It provides basic callback service, either immediate or scheduled, based on agent availability. The service allows you to use the widget in order to schedule a callback, or to customize your own callback widget.