New Feature: Single Customer View

Announcements
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Identity Resolution will be generally available on October 1st, 2022. More information about our release schedule is available in the Genesys community forum.

Description

Single Customer View is an upcoming feature of Genesys Cloud that gives agents a view of all the interactions that a customer has had with your organization. A primary goal of this feature is to associate all interactions with Contacts. This facilitates building a single view of the customer so that Genesys Cloud agents can easily answer the questions: “Who am I talking to?” and “How have they interacted with my organization in the past?”

Several new concepts are being added to the platform API in order to support this new feature. These new concepts should be non-disruptive to existing organizations; you will not be required to engage with most of these changes until your organization starts to use some of the new features provided by Single Customer View.

For more information about this new feature, please read this blog post about the Single Customer View feature.

Change Category

Informational
API

Change Context

These changes are being made as part of the rollout of the Single Customer View feature.

Change Impact

There should be no impact to existing customers. The new system behaviors are gated behind permissions that your organization must explicitly grant to agents. However, after your organization begins to use the new Single Customer View feature, some updates to existing integrations may be required. Please review the information in the blog post and the API documentation carefully to evaluate the impact to your organization before leveraging this functionality.

Date of Change

Aug 31, 2022

Impacted APIs

The endpoints below may be affected by your organization's use of the Single Customer View feature.

References

[AI-381]

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