InstGenesys

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The instGenesys connector provides an integration between Instagram and Genesys PureEngage contact center platform. The connector automatically routes Instagram customer interactions related to your organization to the skilled agents trained to respond to Instagram feeds.

Designed for Genesys PureEngage

InstGenesys allows you to leverage the powerful features within Genesys Routing and apply them to your Instagram channel.

Priority routing can be set up for certain customers and agent capacity rules mean your agents are utilized effectively, handling one or more customer interactions at a time.

The Genesys Universal Queue will apply to the Instagram channel too, resulting in an efficient controlled feed of customer interactions, whether they are voice, email, SMS, Facebook, and the many other channels your organization uses.

Familiar Genesys Workspace Interface

Instagram social interactions are routed within the Genesys Workspace, which means your agents are using the same desktop as before, hence lowering training costs to almost zero. The InstGenesys connector is ‘plug and play’, meaning you can turn it on or off depending on your organizational marketing objectives.​​

Total Integration

Fully integrated within your Genesys Workspace, both Web & Desktop edition.

Integrated Reporting

The InstGenesys connector provides data that can be consumed by your reporting engine and displayed on Genesys Pulse.