Genesys launches new solution built natively on the Salesforce Platform to give customers advanced customer service capabilities

Dreamforce, the world’s largest cloud computing and enterprise technology event, invites attendees to connect with customers, partners and employees in entirely new ways with social, mobile and cloud technologies

Dreamforce, San Francisco, CA September 18, 2012 – Genesys, a leading provider of customer experience solutions, today announced the Genesys Connect for Service Cloud customer service solution, which is natively built on the Salesforce Platform, the world’s leading cloud platform for social and mobile business apps. Businesses and organizations of all sizes will benefit from the power of’s award-winning Service Cloud solution combined with best-in-class voice and multi-channel customer service technology from Genesys. With this new solution, Service Cloud users can leverage Genesys to harness new levels of productivity and personalization with the industry’s most advanced capability for connecting customers with the right employee – no matter where they are in the enterprise or which channel the customer uses.

Product Key Features:

  • Genesys Connect for Service Cloud delivers a seamless environment that natively leverages the Service Cloud user interface and administrative environment to ensure that the solution is quick to deploy, easy to administer and simple to use. The combined solution provides an integrated user interface for agents and employees across the voice, social, web and mobile customer channels.
  • Genesys Connect for Service Cloud introduces productized customer service best practices, including pre-defined templates for customer interaction routing, which can be configured with the click of a button.

Customers using Genesys technology consistently experience measurable and meaningful increases in agent productivity by improving their ability to connect customers to the right enterprise resource every time – including customer service agents, specialized experts and knowledge workers, and branch or field office personnel. 

Supporting Quotes: 

“It’s a new day for Genesys,” said Michael McBrien, General Manager of the new Genesys Cloud Connect business unit.  “For more than 20 years, Genesys has worked with the largest and most sophisticated enterprises in the world to transform their customer service, while simultaneously saving them money – lots of money.  With Genesys Connect for Service Cloud, we are taking these insights and combining them with Salesforce and a cloud delivery model to create a solution that is profoundly powerful, yet easy to deploy and simple to use.”   

“Today, building great customer connections is paramount and a key differentiator to standing out in a competitive marketplace," said Tony Kavanagh, vice president of Marketing, Service Cloud for "Genesys, and its 20+ years of customer service experience, brings unique voice and customer experience capabilities to the Service Cloud, helping enterprises better connect with customers."

“This relationship brings together two strong leaders in the world of customer service at a time when the customer experience is increasingly becoming a part of competitive differentiation,” said Daniel Hong, lead analyst of Customer Experience & Interaction at Ovum research.  “The combination of Genesys and will help enterprises create a unique and powerful customer experience in the cloud using best-of-breed solutions and a tightly integrated approach that simplifies management and accelerates deployment time.”

Additional Information

Dreamforce 2012 is the industry’s largest cloud computing and enterprise technology event, welcoming more than 70,000 registered attendees to experience the power of the social revolution. With more than 750 sessions and 350 cloud companies in the expo, attendees can participate in interactive sessions, hands-on training with cutting-edge technology, thousands of live demos and unparalleled networking. In addition, Dreamforce welcomes special guests Sir Richard Branson, Founder of Virgin Group; Jeff Immelt, CEO of General Electric; Gen. Colin Powell, former Secretary of State; Tony Robbins, Entrepreneur, Author & Peak Performance Strategist; and The Red Hot Chili Peppers. Dreamforce 2012 offers attendees everything they need to connect with customers, partners and employees in entirely new ways, under one roof.

About the Salesforce Platform and the AppExchange

The Salesforce Platform is the world’s most trusted and comprehensive cloud platform for building social and mobile cloud apps. It powers Salesforce CRM, more than 2.3 million custom apps built by customers and more than 1,600 apps developed by partners in its ecosystem. Social apps for business built on the Salesforce Platform can be easily distributed and marketed through’s AppExchange.

Salesforce, Dreamforce, AppExchange and others are trademarks of, inc.

Press Contact

Dominic Weeks (SHIFT Communications)
[email protected]