Genesys-enabled contact centers can receive phone calls and screen-pop various ServiceJourney pages right into the agent's desktop. 


Common use-cases

Once integrated, the following use-cases are common:

  • Screen-pop the caller's CRM Party Detail page
  • Screen-pop a list of all CRM Parties if the caller can not be found in the CRM

Example of a phone call in Genesys Cloud CX

Below is an example of a how Party Detail page screen-pops into the Genesys Cloud CX desktop.