CX Cloud from Genesys and Salesforce
Orchestrate every experience with Genesys. Surface every moment in Salesforce.
Orchestrate every experience with Genesys. Surface every moment in Salesforce.
Together, Genesys and Salesforce have built a powerful customer engagement solution. Boost loyalty and efficiency by orchestrating AI-powered customer and employee experiences with the Genesys Cloud™ platform that surface to your agents and supervisors within a smart, unified workspace in Salesforce.
Unify and transform your customer experience (CX) with industry-recognized leaders in CCaaS, CRM and AI. We make it easy to maximize profitability by eliminating repetitive manual processes, costly IT development and unnecessary ancillary applications.
Improve personalization and average handle time with pre-integrated data and AI. Gain actionable insights that can be used to maximize customer journeys and business processes with real-time analytics pulled from a common data layer.
Empower, support and invest in your employees to improve performance and reduce attrition costs. Increase agent efficiency and effectiveness by limiting application switching, enabling AI assistance and monitoring quality.
Get all the power of Genesys Cloud and your preferred Salesforce product in one solution. And get it on the Salesforce product of your choice — Service Cloud, Sales Cloud, Financial Services Cloud or Health Cloud.
Improve CX personalization and reduce the development burden on your IT and analyst teams. Get free-flowing, pre-integrated data and common schemas between Genesys Cloud and Salesforce.
Bring together front-office interactions and back-office tasks from both platforms into the Genesys Cloud AI orchestration engine. Match and automate work across departments to drive meaningful outcomes faster.
Seamlessly transition from self-service to agent-led conversations within Service, Sales, Health and Financial Services Clouds. With all interactions and data in one workspace, it’s easy to provide efficient, personalized service.
Surface Genesys digital channels (web messaging, SMS and WhatsApp) natively within the Salesforce messaging component. Enable consistent, efficient agent experiences and a comprehensive supervisor view of real-time agent metrics.
Send real-time transcription details to Salesforce Einstein and Genesys Agent Copilot. This will help your agents determine intent, inform the next-best action and surface relevant knowledge articles.
Empower your agents to own their careers with an all-in-one, interactive view of their schedule, performance metrics, coaching appointments, assigned training, gamification scoreboards and more.
Create the personalized, high-touch relationships needed to increase bookings and exceed revenue targets. Automate lead prioritization and outbound voice outreach directly from Sales Cloud.
Externally route interactions from Salesforce channels within the Genesys Cloud AI-powered routing engine. Automatically match customers to the right agents, rather than relying on static routing rules.
Integrate voice into Salesforce with Genesys Cloud Voice services. Purchase, activation and setup of telephony service is easy and efficient — or bring your own cloud carrier (BYOCC).
Available in over 20 languages, CX Cloud from Genesys and Salesforce leverages the same industry-leading global coverage and resilience as the Genesys Cloud platform. With it, you can uphold key compliance standards such as PCI, TCPA, HIPAA and more.
Traditional CCaaS and CRM integrations that are based on the Open CTI framework are awkward to deal with. IT teams must cobble together services, APIs and data to crudely embed even the most basic contact center functionality into Salesforce. This can lead to frustration and ties down valuable dev resources.
CX Cloud from Genesys and Salesforce natively combines the best of both platforms into a single, turnkey AI-powered solution. It helps lower costs by reducing IT development and ancillary applications and streamlining employee workflows.
Switching between systems takes time and effort. Integrating Genesys Cloud and its vast toolkit of capabilities into the Salesforce interface streamlines the employee experience across departments and business units. You can easily make CX data and actions accessible via Salesforce. This enables your agents to exceed their performance KPIs.
Take it a step further by creating a company culture that attracts and retains the best employees. With built-in workforce engagement management (WEM), you can strengthen quality, compliance and proper resource planning with real-time and post-interaction AI supervisor insights.
AI predictive routing detects patterns based on historical and real-time agent, customer and interaction data from both Genesys and Salesforce. This information makes it simple to match customers to the right agents, on the right channel, at the right moment.
Your agents will receive real-time contextual information and suggestions drawn from knowledge articles from Agent Copilot. This helps eliminate tedious manual searches and saves time. You can even free them from manual post-interaction work with LLM-based auto-summarization.
Today, it is important to anticipate your customers’ needs and offer solutions to potential problems before they arise. You can create, manage and view Genesys Cloud outbound campaigns in Salesforce to drive high-value sales conversations, reminders, alerts or confirmations.
Proactively engage customers across channels with event-driven text messages, emails, outbound IVR, and predictive, preview and manual dialing. Use scripts to standardize agent communications. Then automatically record results in your Salesforce case or contact record activity log.
Give your customer service agents all the unified, AI-powered tools and context they need in one place. With the Salesforce and Genesys integration, you can power deeply connected, end-to-end experiences. CX Cloud delivers an enterprise contact center and WEM suite built directly into your CRM system — enabling greater efficiency, agent performance and customer satisfaction.
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Customer resource management (CRM), also called customer relationship management, refers to the strategies, technologies and practices that businesses use to manage and analyze customer interactions throughout the customer lifecycle.
A CRM system uses specialized software to centralize and organize customer data, including contact details, communication history, purchase behavior and preferences. This allows businesses to streamline marketing, sales and service processes while improving team communication and collaboration.
A contact center CRM is a specialized customer relationship management system designed to integrate multiple communication channels into a unified platform. By doing this, you can enable agents to provide seamless and efficient service across multiple touchpoints.
The primary goal of a contact center CRM is to enhance customer experiences. It helps achieve this by providing agents with real-time access to customer information, interaction history and context. Features often include call routing, automated workflows, ticket management and performance analytics. It also helps customers connect to the right agent quickly, allowing agents to promptly resolve their issues.
Salesforce External Routing allows businesses to integrate their Salesforce platform with third-party routing solutions. By doing this, they can manage and optimize the distribution of cases, leads or tasks to agents. Organizations can leverage external systems like Genesys Cloud to define and execute advanced routing logic tailored to their needs.
With External Routing, Salesforce captures and manages work items while offloading routing decisions to the external system. This integration enables greater flexibility and scalability in handling complex workflows. This includes those requiring AI-driven prioritization, skill-based assignments or custom business rules.
A call center CRM (customer relationship management) system is the integration of call center software with a CRM system. It provides a unified platform for handling calls and managing customer data. This allows agents to access customer information, track interactions across channels and perform follow-ups or issue resolution tasks with ease.
Salesforce Bring Your Own Channels (BYOC) allows businesses to integrate their preferred communication channels into Salesforce. Organizations can connect third-party platforms like Genesys Cloud, WhatsApp, SMS providers or proprietary communication tools.
BYOC helps businesses maintain their existing communication infrastructure while leveraging Salesforce customer relationship management tools such as case tracking, interaction history and analytics. Through APIs, these external channels seamlessly integrate into Salesforce, providing a unified view of all customer interactions. This feature is valuable for businesses with unique or industry-specific communication needs.
