Supercharge Support With Genesys Cloud CX and Salesforce

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Avoid a costly, complex Salesforce integration

Add the all-in-one CX solution

Integrate the Genesys Cloud CX™ all-in-one cloud contact center solution into the Salesforce user interface, and start delivering more personalized, empathetic customer experiences at scale.

Make your CRM integration easy

Eliminate a complicated integration with an entirely cloud-based solution. Our Salesforce integration is simple to set up, manage and maintain — and it allows for limitless customizations.

Streamline business processes

Give your agents all the customer context they need through a unified desktop. Automate routine tasks and workflows to save time, improve data accuracy and create better business results.

Genesys Cloud CX and Salesforce — a dynamic duo

Advanced screen pops

Know who’s calling your business and why. Equip your agents with customized screen pops, journey data and relevant information from Salesforce. Use this customer information to truly personalize experiences.

Workspace transfer

Don’t make customers repeat themselves after a transfer. All relevant customer data attached to the Salesforce record travels with the transferred interaction, creating a more seamless customer experience.

Automatic call logging

Create a Salesforce activity for every interaction. Automatically store all critical conversation attributes, including date, time, duration, agent name, call result, chat transcripts, notes, wrap-up codes and recordings.

Agent scripts

Guide agents with convenient call scripts. Enable agents to offer standardized information, follow legal compliance guidelines and assist customers faster.

WebRTC softphone

Stay connected with your business no matter where you work. With our native WebRTC softphone, all you need is a simple internet connection and headset.

Data actions

Add data-driven automation through self-service IVR applications. For instance, provide case status and options to reopen, update or transfer the case to an agent.

Salesforce email routing

Unify reporting and improve workforce planning. Route Salesforce email interactions through Genesys Cloud CX in the same manner as your other interaction types.

Einstein integration

Leverage Salesforce AI to improve agent efficiency. Send conversation details to an Einstein bot to determine intent and surface Salesforce knowledge articles.

Voice services

Integrate voice into Salesforce with Genesys Cloud CX Voice services. Purchase, activation and setup of telephony service are easy and efficient.

Enhance Crm Systems With Customer Experience Superpowers

Bring together the industry leaders in CRM solutions and Contact Center as a Service (CCaaS) to drive better customer journeys. Combine rich omnichannel orchestration — and a proven commitment to the free flow of data — with the broadest and deepest set of all-in-one cloud contact center capabilities available. Genesys Cloud CX is the clear choice for Salesforce customers who are serious about delivering personalized customer experiences.

Our pre-built Genesys Cloud CX integration for Salesforce supports:

Salesforce Service Cloud
Salesforce Lightning Experience
Salesforce Omni-Channel
Salesforce High Velocity Sales

32%

of organizations say they can perform analyses of data relationships across CX touchpoints

“2020 Global Customer Experience Benchmarking Report,” NTT, 2020

Salesforce call center integration you can count on

Integrating contact center software with CRM systems should be fast and easy. Genesys Cloud CX connects to Salesforce seamlessly via a pre-built integration. You get powerful features that work out of the box as well as configuration options so you can customize as needed.

Streamline CX processes with an all-in-one platform

Switching between systems takes time and effort. Inserting Genesys Cloud CX — and its vast toolkit of capabilities – into the familiar Salesforce interface streamlines the employee experience and empowers them to create more holistic customer journeys.

Create a company culture that attracts and retains the best employees with built-in workforce engagement management (WEM). And make their jobs easier with automated workflows, native artificial intelligence (AI) and third-party integrations.

Route to the right agents armed with the right tools

Use Salesforce data to route interactions to the best resource in real time. The capabilities of Genesys Cloud CX get smarter with every interaction, driving more proactive and personalized experiences.

Our lightweight integration puts the Genesys Cloud CX agent experience directly into the Salesforce user interface. Agents get access to single sign-on (SSO), presence, interaction controls, click-to-dial, screen pops, recordings, wrap-up codes, customer journey data, notes, queue stats, agent scripts and work schedule views.

Automate routine tasks and workflows

Save time and improve data accuracy with pre-built automations — or build your own. Our client extension points connect with tools like Salesforce Lightning Message Framework and Service Console Events, enabling automation.

For example, you can sync agent status when an employee is in a Salesforce learning module. Or send conversation details to an Einstein bot to determine intent and surface Salesforce Knowledge articles. Salesforce developers can add more customized actions using our SDK.

Provide more proactive engagement

A key to driving customer loyalty is to anticipate their needs and offer alerts and solutions to potential problems before they arise. You can create, manage and view Genesys Cloud CX outbound campaigns in Salesforce with Campaign Management integration.

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 and automatically record results in your Salesforce case or contact record activity log.

By using the Salesforce integration, our faculty had access to all the phone controls, all the contact center controls, without having to switch screens. Both Genesys [Cloud] and Salesforce have a lot of flexibility, and you can do a lot with them — especially because the Genesys APIs are public and the documentation is so thorough. You’re able to build experiences that are very flexible between the two systems.

— Adam Davis, Vice President of Operations, Western Governors University

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The solution to supercharge Salesforce for CX

Genesys Cloud CX

One platform integrates all the tools and info agents need

Choose the Genesys Cloud CX platform as your single routing engine for customer engagement, and leverage the extensive capabilities of this all-in-one solution. Design, create and automate workflows with an intuitive drag-and-drop editor. Use native Genesys AI technologies, as well as third-party AI tools, to boost customer and employee satisfaction. Empower your agents to deliver amazing customer experiences by combining Genesys Cloud CX with Salesforce — all in a single user interface.

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See what else you can do with Genesys

Agent Assist

Artificial intelligence

Artificial intelligence and automation

Chatbots

Knowledge management tools

Predictive engagement

Predictive routing

Virtual assistants

Voicebots

Explore all capabilities

Take data-driven customer support to the next level

See how Genesys transforms your CRM

Give customer service agents all the tools and information they need in one place. Eliminate the hassle of switching from Salesforce to another application during an interaction, which frustrates customers and puts agents in a tough spot.

Genesys Cloud CX is simple to integrate with Salesforce — and other major CRM call center software providers. And that gives agents easy access to customer context in real time.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.