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Supercharge Support With Genesys Cloud and Salesforce

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An enterprise contact centre built directly into your CRM

Consolidate and strengthen your CX stack

Integrate Genesys Cloud™ all-in-one cloud contact centre 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

Synchronised, AI-ready data

Improve CX personalisation 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, personalised service, no matter when or where the conversation resumes.

Cell centre 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 Centre as a Service (CCaaS) to enable blended agents and channel-less experiences. Grow brand loyalty and reduce operational costs with consistent, personalised interactions across channels, AI bots and agents. Genesys Cloud is the clear choice for Salesforce customers who are serious about delivering personalised 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 centre integration you can count on

Integrating contact centre 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-summarisation.

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 standardise 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 centre 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

The solution to supercharge Salesforce for CX

Genesys Cloud

One platform integrates all the tools and info agents need

Choose the Genesys Cloud 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 with Salesforce — all in a single user interface.

Learn more

See what else you can do with Genesys

Agent Assist

Artificial intelligence and automation

Chatbots

Knowledge management tools

Predictive engagement

Predictive routing

Virtual assistants

Voicebots

Work automation and task routing

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 centre and WEM suite built directly into your CRM.

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Genesys Cloud

Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.