Web Callback Requests

❓What is it?

A beautifully designed, intuitive callback request widget that's effortless to deploy on your website or mobile app. This can be part of a multichannel widget or a single channel solution.

Perfect for contact centers managing call volume peaks and companies seeking to generate and handle more leads in real-time through Genesys Cloud.

👉 Callback Widget Features

• supports both immediate and scheduled callback requests
• automatically calculates timezone shifts for website visitors
• detects visitor country phone prefix
• callbacks appear in a pre-selected Genesys Cloud queue / agent script
• immediate callback availability based on expected wait time threshold
• scheduled callback availability based on cc schedules and configurable slot limits

As part of TrueEnage platform, Web Callback is a plug-and-play solution that also brings:

• widget design and customization
• combining Web Callback with all other available channels in one widget
• website visitor targeting and engagement
• conditional availability of web callback:
  • immediate callback: schedules and expected wait time
  • scheduled callback: schedules and slots
• pre-interaction forms for routing and interaction context for agents
• visitor information display for agents from:
  • cookie information
  • pre-interaction forms
  • API's
• business user friendly management

🌟 Star Feature - Dynamic Availability

When expected wait times exceed your threshold, the system automatically removes the immediate callback option and presents only scheduled callbacks.

Using pre-set slot limits, you can evenly distribute callback requests while maintaining a positive customer experience.