Genesys Callback provides a single platform across the IVR, Web and Mobile touchpoints, offering a seamless integration with the contact center without needing to replace the telephony infrastructure. The goal is to offer a consolidated approach to callback, replacing callback functionality from other Genesys products: Web Callback, Genesys Mobile Engagement (GME) Callback and Voice Callback.
Genesys Callback features are based on the callback services provided by the Genesys Mobile Services (GMS) component as documented in the guides below.
Genesys Callback falls under the Customer Engagement Digital solution of the PureEngage offering.
Use this to configure Callback Services.
Other Documentation you Might Find Helpful
These guides deal with important pre-requisite Genesys Mobile Engagement documentation.