Implementing a new contact center platform doesn’t mean you have to start from scratch. Modern call center integration capabilities let you leverage existing customer service infrastructure and enterprise software investments with your new customer engagement system.
Protect your existing investments in workforce management software and technology with off-the-shelf integrations that hook into your current solutions. Out-of-the-box CRM call center integrations, PBX, ACD, workforce optimization, case management and other legacy systems reduce time to value and get your contact center up and running quickly.
Keep what works and nix what doesn’t. Integrate a modern contact center platform with your legacy system and add new phones for select teams, where needed.
Reclaim desk space and throw away unnecessary hardware by turning your computer into a phone. There’s no need for an MPLS service or a desk phone when you have internet connectivity.
Phase out your old phone system and bridge gaps with internet-only phones while you wait for MPLS and onsite equipment.
Integrating your CRM system with an omnichannel contact center platform enables you to achieve true customer engagement. There’s no need for an additional interface—agents have all the tools they need in a single, known system. They can initiate customer calls from within the CRM system and leverage customer data to maintain context throughout the entire conversation.
CRM call center integration empowers you to track interactions and add context to better understand your customers, your operations and your business. Leverage this knowledge to anticipate customer needs, meet expectations and control the outcome—get ideal customer service, every single time.
Unifying communications across your contact center gives agents quick and easy access to the knowledge and resources they need to solve customer issues.
CRM call center integration fosters the seamless exchange of information across your business and drives positive customer experiences. Connecting contact center users, back-end business users, telephony vendors, partners and customers—all within a single contact center platform—improves collaboration, drives faster response times and leads to happier customers.
Gain a complete view of customer needs by integrating your workforce optimization system with your contact center platform. Enable your customers and employees to connect across several communication channels and devices.
By truly understanding their conversations, you can improve customer experience and meet important business objectives, such as quality assurance, compliance management and the bottom line.
Robust synchronization tools are made accessible in the Genesys™ PureCloud™ contact center platform’s simple, intuitive administration interface. Set up and manage both internal and external data in a variety of ways—keeping information up-to-date and readily available to your agents and business users.
Tailor your system to meet your specific needs. With access to full developer documentation for public REST APIs, including open-source sample projects via GitHub, you can build custom solutions to supercharge your platform.
Seamlessly share information across applications with built-in CRM integrations in the PureCloud platform. Make interactions simple for your customers and your contact center agents with tools like single sign-on and embedded customer data.
Connectivity is critical to your customer experience. Streamline processes, reduce time-to-value and create a better customer journey by integrating the Genesys PureConnect™ contact center with your workforce management, communications, automation and CRM systems. Off-the-shelf PureConnect integrations simplify connections, ensuring interoperability and protecting your technology investments.
Open standards-based software architectures ensure smooth connections. The PureConnect platform embraces open standards to ensure reliable integrations. This also allows you to take advantage of a stable market of third-party vendors whose applications extend the capabilities of your customer engagement platform. You can see the full range of available Genesys-certified third-party applications for your business and your industry, including integrations with Interactive CIC and CaaS, at the Genesys AppFoundry.
Interaction Edge, an SIP-based telephony appliance, can be installed in your datacenter to work with many common phones. It provides a site-based direct PSTN connection to local telephone vendors or a cloud-based service, as well as recording and survivability features.
PureConnect unified communications is a completely web-based and flexible system that’s also compatible with PureCloud communications services, including PureCloud Voice global voice distribution. You also can implement a hybrid solution using the Interaction Edge telephony appliance.
Maximize the Lync/Skype for Business enterprise infrastructure for greater ROI. PureConnect and Microsoft Lync Server integration provide a feature-rich contact center add-on to Lync enterprise telephony deployments.
This version of the PureConnect desktop client offers an abbreviated feature set and runs inside the Salesforce CRM system.
Integrate Salesforce into PureConnect. Use Salesforce CRM objects with PureConnect routing rules to control customer queue locations.
PureConnect advanced soft phone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface.
Add PureConnect functionality to the SAP ICI Web Client, letting agents use PureConnect phone and web chat tools without having to exit the SAP application.
Maximize the Lync/Skype for Business enterprise infrastructure for greater ROI. PureConnect and Microsoft Lync Server Alliance InteractionSync™ unified agent desktop embeds PureConnect call controls directly into the Microsoft Dynamics CRM application.
Our employees love the PureConnect and Salesforce integration because it saves them time, and information is at their fingertips. As a result, we’ve increased sales efficiencies and improved customer service.
Jerry Zorek, Business Development Manager, B&H
The PureConnect platform integrates with popular workforce management providers for historical and real-time adherence (RTA) data, in addition to built-in Interaction Optimizer workforce management (WFM) tools. These providers include Aspect eWFM, Blue Pumpkin/Witness/Verint, GMT, IEX TotalView/NICE, Invision, Ijixo, Pipkins (RTA only) and Genesys PureEngage Workforce Optimization.
The historical integration extracts data from the PureConnect logging server on a scheduled basis and uses an XSL stylesheet to transform and map extracted data into various workforce products.
Because most vendors offer real-time adherence as an option, the WFM Real-time Adherence Integration is optional. Like workforce management historical integration, WFM Real-time Adherence is a Windows-based service that delivers user status, login and logout information to a workforce system that tracks real-time schedule adherence.
Your ability to integrate key business processes plays a huge role in your success. Informal and inefficient manual processes and disconnected systems are expensive, and create scalability and customer perception issues. Interaction Process Automation enables you to streamline the most complex business processes with proven communications technologies that capture, prioritize, route, escalate, track and manage processes through the entire lifecycle.
Eccentex transforms how knowledge workers operate, improving productivity and job satisfaction, while ultimately generating a better customer experience.
Integrating infrastructure, software and communication channels is the key to uninterrupted interaction flows and streamlined business processes. This integration begins with a single customer experience platform that unifies communications and breaks down operational silos. It also interoperates with CRM systems, agent desktop applications, workforce optimization and case management systems.
The Genesys PureEngage™ platform gives you the robust integration capabilities that define your customer experience. Design a true omnichannel customer strategy that leverages existing infrastructure to extend exceptional customer service throughout your enterprise. Reduce time to value with out-of-the-box integrations between Genesys and all your communication and business solutions.
We’ve chosen the Genesys Customer Experience Platform for simplicity of implementation, way of thinking and working, and good integration with our Siebel CRM system.
Vitaly Polyakov, Head of Retail Business Technologies, Credit Bank of Moscow
Putting relevant and timely information into a single interface helps guide insightful conversations and make data-driven decisions. And it maximizes the success of your team and improves the customer experience. CRM call center software integration with the PureEngage platform allows you to empower agents to handle every interaction from a unified omnichannel agent desktop. Tailor agent desktop applications to improve efficiency and employee satisfaction. And, maximize the efficiency and success of every agent with seamlessly integrated workforce optimization.
Integrate unified communications solutions and extend customer service throughout your enterprise. The Genesys Customer Experience Platform integrates with a variety of unified communications (UC) solutions, including Skype for Business in Office 365, to create a seamless customer experience. A fully integrated platform enables you to unify customer journeys and managing the customer experience from any location—front offices, back offices and branches.
A customer experience transformation is an ongoing process; it doesn’t require you to rip and replace every system. With Genesys, you choose the pace of your migration to minimize disruptions and manage costs. A future-proof customer experience platform fosters ongoing innovation and allows you to use existing PBX and ACD systems. You also can flawlessly integrate your enterprise telephony system. And when it’s time move to SIP with best-in-class contact center functionality, you’ll be ready.
Contact center applications must adapt to your specific business needs and technical infrastructure. The Genesys open platform architecture lets you take advantage of a rich set of software development kits (SDKs) to simplify deep integration with existing systems and extended capabilities. Developers also can use RESTful APIs to create deep and robust integrations with third-party systems—without the need for deep knowledge of the Genesys platform.
Easily find prebuilt integrations for all three Genesys platforms in the AppFoundry Marketplace. Check back often, as new third-party solutions and innovations are added weekly.
You also can take advantage of a variety of integrations for strategic partner platforms with Gplus Adapters. These prepackaged integrations optimize the end-to-end customer experience through interoperability with CRM systems, workforce management and other applications.