Divisions for External Contacts overview

Without divisions for External Contacts, your contacts are visible and actionable by all users with appropriate permissions, regardless of their division.

This universal visibility can cause problems for business process outsourcing organizations (BPOs) and for organizations that use BPOs. BPOs often have strict requirements to segment and isolate resources and data for contacts.

For example, consider the company Airline BPO, an organization that services multiple competing airlines. Their agents who support Alpha Air’s customers should not know or have access to data from Charlie Air’s customers. 

Customer Connie speaks to an Alpha Air agent in January. In February, Connie contacts a Charlie Air agent. The Charlie Air agent should not have access to any of Connie’s data for Alpha Air, whether that be her contact information, notes about her conversations with Alpha Air, or her interactions history.

With divisions for External Contacts, Genesys Cloud supports customers’ need to control access to External Contacts by business unit, customer, group, outsources, or other entity.

To ensure data privacy and cohesion of historical conversation and analytics data, you cannot reassign existing External Contacts and External Organizations to different divisions. If you encounter a misconfigured contact or organization delete the incorrectly assigned record and recreate it in the appropriate division. For more information, see Divisions for External Contacts quick start guide.