Start in Genesys Cloud
Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud.
Trellus for Genesys CloudCoach Genesys Cloud agents during live calls
Keep Genesys Cloud as the contact-center system. Trellus recognizes active interactions on Genesys Cloud browser domains and keeps the displayed customer name or phone number with the coaching session.
Where it works: Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud.
Genesys CloudLive call
Rep workspaceGenesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud
ConversationCall active
Trellus live coaching
Workflow illustrationThe customer name, phone number, and live interaction state shown in Genesys Cloud stays close while the rep talks.
Start inGenesys Cloud
Call withYour existing Genesys Cloud workflow
AddTrellus live coaching and context
Finish inGenesys Cloud
Built around Genesys Cloud
Keep the Genesys Cloud workflow. Add Trellus to the live call.
Reps stay in Genesys Cloud for the call itself. Trellus recognizes the live browser call, adds coaching, and keeps the visible contact details with the conversation.
Keep the current workflow
Continue using Genesys Cloud for queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
Add Trellus coaching
Trellus keeps the customer name, phone number, and live interaction state shown in Genesys Cloud with the live session and brings guidance into the conversation.
Rep workflow
From Genesys Cloud call to coached conversation
Open the Genesys Cloud web app
Use the supported browser domain and enter the queue or interaction flow assigned by the contact-center team.
Accept or place the call in Genesys
Genesys remains responsible for routing, phone controls, and the interaction lifecycle.
Use Trellus coaching
Trellus recognizes the supported active interaction and keeps the displayed customer name or phone with the session.
Complete wrap-up in Genesys
Apply the required Genesys wrap-up code, notes, and callback handling in Genesys Cloud.
During the call
Keep useful context beside the conversation
Trellus uses the customer name, phone number, and live interaction state shown in Genesys Cloud from the live-call view.
- Customer name shown on the active interaction
- Customer phone number from the active interaction or participant header
- The live interaction state on supported Genesys Cloud pages
Good to know
Continue using Genesys Cloud for queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
Continue using Genesys Cloud for queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
A typical call
What this looks like for a rep
Omar accepts an outbound interaction from his Genesys Cloud queue. Trellus keeps the displayed customer name and phone number with the live coaching session. When the conversation ends, Omar completes the usual wrap-up and callback workflow in Genesys Cloud.
Why teams add Trellus
Make each Genesys Cloud conversation easier to navigate
Keep the operating flow
Continue using Genesys Cloud for queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
Add the Trellus coaching experience
Give reps live guidance and keep the customer name, phone number, and live interaction state shown in Genesys Cloud close while the conversation is happening.
FAQ
Using Trellus with Genesys Cloud
How does Trellus work with Genesys Cloud?
Reps keep using Genesys Cloud for the call. Trellus recognizes the live-call view, adds coaching, and keeps the customer name, phone number, and live interaction state shown in Genesys Cloud with the session.
Where does the integration work?
Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud.
What context appears in Trellus?
Trellus can keep the customer name, phone number, and live interaction state shown in Genesys Cloud when those details are available on the active call view.
Where do call controls and follow-up live?
Continue using Genesys Cloud for queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
See Trellus coaching on a Genesys Cloud call
Bring the Genesys Cloud browser workflow your reps use today. We will show how Trellus fits into a live conversation.
