Supercharge support with Genesys Cloud and Salesforce

Request a demo

Try for free

Tour the product

Request a quote

An enterprise contact center built directly into your CRM

Consolidate and strengthen your CX stack

Integrate Genesys Cloud™ all-in-one cloud contact center capabilities into the Salesforce interface and platform for deeply connected end-to-end customer and employee experiences.

Boost agent productivity and customer satisfaction

Empower, support and invest in your employees to improve performance and reduce attrition costs. Increase agent efficiency by eliminating application switching, enabling AI assistance, and monitoring quality.

Avoid a costly, time-consuming integration

Seamlessly connect to Salesforce with an entirely cloud-based solution. Integration is simple to set up, manage and maintain — and enables easy adaptation as requirements change.

Genesys Cloud and Salesforce — a dynamic duo

Synchronized, AI-ready data

Improve CX personalization and reduce the development burden on your IT and analyst teams with free-flowing, pre-integrated data and common schemas between Genesys Cloud and Salesforce.

Single CX orchestration engine

In a single location, design AI-powered, end-to-end experiences fusing data, bots, and channels from both platforms–no-coding required. Speed time to value and adapt easier as trends shift, or new opportunities arise.

Smart agent workspace

Seamlessly transition from self-service to agent-led conversations. With all interactions, customer data, and journey history in one workspace, it’s easy to provide efficient, personalized service, no matter when or where the conversation resumes.

Contact center analytics and reporting

Make sense of your unified data and gain clear, actionable insights to improve your business. Easily create real-time, custom reports and dashboards to track service levels, handle times, overall customer satisfaction and more.

Real-time AI agent accelerators

Send real-time transcription details to Salesforce Einstein or Genesys Agent Assist to determine intent, inform Next Best Action, and surface relevant knowledge articles.

Modern workforce performance and planning

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.

Global footprint and flexibility

Ensure secure, always-on operations to build brand trust wherever you operate. Strengthen and expand your global footprint with unsurpassed coverage located around the world.

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.

Native voice services

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

Unify and transform your CX alongside two global leaders

Bring together the industry leaders in CRM solutions and Contact Center as a Service (CCaaS) to enable blended agents and channel-less experiences. Grow brand loyalty and reduce operational costs with consistent, personalized interactions across channels, AI bots and agents. Genesys Cloud is the clear choice for Salesforce customers who are serious about delivering personalized customer experiences at scale.

Our pre-built Salesforce integrations support:

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

44%

of CX leaders say the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another.

“The State of Customer Experiences report, Genesys, 2023″

Salesforce call center integration you can count on

Integrating contact center software with CRM systems should be fast and easy. Genesys Cloud connects to Salesforce seamlessly via a pre-built integration. You get powerful features that work out of the box, recommended configurations, and an open platform and marketplace for easy extension.

Build a unified, AI-powered agent experience

Switching between systems takes time and effort. Inserting Genesys Cloud — and its vast toolkit of capabilities – into the familiar Salesforce interface streamlines the employee experience and empowers them to meet their performance KPIs and increase customer satisfaction.

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

AI Predictive Routing detects patterns based on historical and real-time agent, customer, and interaction data from both Genesys and Salesforce to more effectively match customers to the right agents, on the right channel, at the right moment.

Once matched, agents receive real-time contextual information and suggestions drawn from knowledge articles–eliminating tedious manual searches. Free agents from manual post-interaction work with LLM-based auto-summarization.

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 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

Read the story

Two solutions to supercharge Salesforce for CX

CX Cloud from Genesys and Salesforce

Unify CCaaS and CRM like never before

This jointly released solution natively combines a unified, artificial intelligence (AI)-powered agent workspace in Salesforce Service Cloud with enterprise contact center and workforce engagement management capabilities from the Genesys Cloud platform. From a single orchestration engine in Genesys Cloud, design deeply connected, end-to-end experiences that fuse data, AI and channels from both platforms.

Learn more

Genesys Cloud CTI Adapter for Salesforce

Embed Genesys Cloud interaction controls in Salesforce

Designed to handle any channel, the Genesys Cloud CTI Adapter for Salesforce follows the conversation everywhere — turning calls, emails, chats and messages into a seamless conversation in Salesforce. Built on the Open CTI framework, this integration includes embedded interaction controls, click-to-dial, outbound campaigns, screen pops and presence management — enabling a 360-degree view of the customer and the conversation.

Learn more

See what else you can do with Genesys

Apps and Integrations

Cloud architecture

Cloud architecture and open platform

Development

Global availability

Security and compliance

Explore all capabilities

Take data-driven customer support to the next level

See how Genesys transforms your CRM

Give customer service agents all the interaction controls, AI-powered tools and context they need in one place. Eliminate the hassle of switching from Salesforce to other applications during an interaction–improving efficiency, customer satisfaction and agent performance.

Power deeply connected, end-to-end experiences with an enterprise contact center and WEM suite built directly into your CRM.

I would like someone to reach out to me

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

Frequently asked salesforce integration questions

What is the call center feature in Salesforce?

Salesforce offers a feature known as Salesforce Call Center, which integrates with various computer telephony integration (CTI) systems. Users can manage calls directly within Salesforce, which allows agents to make, receive and log calls; view customer information during calls; and automate post-call actions within the Salesforce platform.

What is a call center CRM?

Call center CRM (customer relationship management) is a software that combines the capabilities of call center software with a CRM system. It provides a unified platform for handling calls and managing customer data. It allows agents to access customer information during calls, track interactions across different channels, and perform tasks such as follow-ups or issue resolution.

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.