AniCa - Genesys Premium App

AniCa is a special add-on for your Genesys Cloud application that allows users to make outbound calls with user-defined number (Caller ID).

This is necessary for agents or business users who work in multiple queues and/or groups. For example, it can be ensured that only the group number is displayed and that when the customer calls back, this call is also returned to exactly this group. It is therefore not necessary to give out the personal extension number.

By default, Genesys Cloud allows a number to be entered for each outgoing call, but it cannot be saved for future calls. AniCa provides a very convenient remedy here: a list of numbers can be configured and selected via a drop-down menu before an outgoing call is made. The last dialed number is already preset for the next call.

This tool passes the call command to the Genesys Cloud, eliminating the need for time-consuming manual entry of numbers before each call.

In addition, a "click-to-dial" functionality is integrated, which makes it possible to highlight a number in the Google Chrome browser and dial it directly via right-click.

Thus it is also possible to dial directly from your applications, such as CRM, ticket system, etc.