Integration leverages customer experience platform and applications
The Genesys® Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers.
Speed call resolution and deployment
The Workspace Plug-in for Salesforce.com provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs.
When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents.
Maintain current customer knowledge for agents
The Workspace Plug-in creates records of activity history automatically—as soon as interactions are completed—keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such
as attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.