{"id":398901,"date":"2021-07-07T16:23:27","date_gmt":"2021-07-07T23:23:27","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/genesys-cloud-cx-salesforce-integration"},"modified":"2026-03-31T11:32:47","modified_gmt":"2026-03-31T18:32:47","slug":"cloud-and-salesforce","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/cloud-and-salesforce","title":{"rendered":"Salesforce Integrations with Genesys Cloud"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div>
Cloud architecture and open platform<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”1\/2″ el_class=”order-md-1 order-5″][vc_single_image image=”564104″ alignment=”center” css=””][\/vc_column][vc_column width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_single_image image=”555362″ css=”.vc_custom_1743750905892{margin-bottom: 2rem !important;}” si_max_width=”250px”][vc_column_text css=””]<\/p>\n

CX Cloud from Genesys and Salesforce<\/h1>\n

Orchestrate every experience with Genesys. Surface every moment in Salesforce.[\/vc_column_text]

Get a demo<\/a>Watch now<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Redefine CX with a unified CCaaS and CRM<\/h2>\n

Together, Genesys and Salesforce have built a powerful customer engagement solution. Boost loyalty and efficiency by orchestrating AI-powered customer and employee experiences with the Genesys Cloud\u2122 platform that surface to your agents and supervisors within a smart, unified workspace in Salesforce.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″ el_class=”order-md-1 order-5″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Drive growth while lowering costs<\/h3>\n

Unify and transform your customer experience (CX) with industry-recognised leaders in CCaaS<\/a>, CRM and AI. We make it easy to maximise profitability by eliminating repetitive manual processes, costly IT development and unnecessary ancillary applications.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Reduce customer effort and frustration<\/h3>\n

Improve personalisation and average handle time with pre-integrated data and AI. Gain actionable insights that can be used to maximise customer journeys and business processes with real-time analytics pulled from a common data layer.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Increase employee productivity<\/h3>\n

Empower, support and invest in your employees to improve performance and reduce attrition costs. Increase agent efficiency and effectiveness by limiting application switching, enabling AI assistance and monitoring quality.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” el_class=”bg-cover bg-150-md bg-center bg-norepeat” css=”.vc_custom_1745563671511{background-image: url(https:\/\/www.genesys.com\/media\/3D-threads_middle-hidef.png?id=565280) !important;}”][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column width=”2\/3″ offset=”vc_col-sm-offset-2″][vc_column_text css=””]<\/p>\n

Integrate data and AI for more productive agents and seamless interactions<\/h2>\n

Get all the power of Genesys Cloud and your preferred Salesforce product in one solution. And get it on the Salesforce product of your choice \u2014 Service Cloud, Sales Cloud, Financial Services Cloud or Health Cloud.<\/p>\n

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Synchronized, AI-ready data<\/h3>\n

Improve CX personalisation and reduce the development burden on your IT and analyst teams. Get free-flowing, pre-integrated data and common schemas between Genesys Cloud and Salesforce.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Single CX orchestration engine<\/h3>\n

Bring together front-office interactions and back-office tasks from both platforms into the Genesys Cloud AI orchestration engine. Match and automate work across departments to drive meaningful outcomes faster.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Smart agent workspace<\/h3>\n

Seamlessly transition from self-service<\/a> to agent-led conversations within Service, Sales, Health and Financial Services Clouds. With all interactions and data in one workspace, it\u2019s easy to provide efficient, personalised service.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Native digital channels<\/h3>\n

Surface Genesys digital channels (web messaging, SMS and WhatsApp) natively within the Salesforce messaging component. Enable consistent, efficient agent experiences and a comprehensive supervisor view of real-time agent metrics.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Real-time AI agent accelerators<\/h3>\n

Send real-time transcription details to Salesforce Einstein and Genesys Agent Copilot<\/a>. This will help your agents determine intent, inform the next-best action and surface relevant knowledge articles.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Workforce performance and planning<\/h3>\n

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.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Profitable outbound campaigns<\/h3>\n

Create the personalised, high-touch relationships needed to increase bookings and exceed revenue targets. Automate lead prioritisation and outbound voice outreach<\/a> directly from Sales Cloud.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

AI-driven external routing<\/h3>\n

Externally route interactions from Salesforce channels within the Genesys Cloud AI-powered routing engine. Automatically match customers to the right agents, rather than relying on static routing rules. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Flexible voice services<\/h3>\n

Integrate voice into Salesforce with Genesys Cloud Voice<\/a> services. Purchase, activation and setup of telephony service is easy and efficient \u2014 or Bring Your Own Cloud Carrier (BYOCC).[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”5\/12″][vc_column_text ct_style=”stat” css=”” ct_stat_link=”url:%2Fresources%2Fcustomer-experience-in-the-age-of-ai|title:%E2%80%9CCustomer%20experience%20in%20the%20age%20of%20AI%2C%E2%80%9D%20Genesys%2C%202025%20″]<\/p>\n

57%<\/p>\n

of CX leaders agree that their organisation\u2019s data quality and structure are ready to be used with AI solutions<\/p>\n

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The power of Genesys Cloud and Salesforce together<\/h2>\n

Combining the AI-powered utility of Genesys Cloud with the comprehensive data processing ability of Salesforce can improve the efficacy of both. Use smart data to make predictions, discern problems and successes within the customer journey, and see how the experience improves for everyone who interacts with your brand.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”2\/3″][vc_column_text css=””]<\/p>\n

See what customers and partners have to say<\/h2>\n

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