About single customer view
Single customer view is a capability enhancement in External Contacts. It allows different identifiers, such as email address, phone number, web ID, to be associated under the one contact record and links conversations across channels in Genesys Cloud.
Single customer view puts empathy into action and your contacts at the center of their experiences with your organization. Relying on identity resolution and customer journeys, single customer view enables agents to provide personal service with a view to each contact’s complete story.
Single customer view overview
Learn about the single customer view.
Use the single customer view
External Contacts help you to take advantage of a single customer view.
Single customer journey
Enables agents to see the last 60 days of customer journey data history with your customer on the Customer Journey tab on the agent workspace.
Enrichments
Add useful context to the single customer view such as behaviors and user characteristics that enable smarter decisions, personalized experiences, and a deeper understanding of customers across channels.
Identity resolution
Learn about identity resolution configuration for multiple channels.
Frequently asked questions about single customer view
Learn the answers to popular questions.
- How do I add or merge a communication channel to an existing External Contact?
- How do I promote an ephemeral contact to a curated contact?
- Can I merge two curated contacts?
- Are External Contacts and single customer view division aware?
- How can I disable External Contacts and single customer view?
- External Contacts FAQs
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