{"id":503509,"date":"2024-01-09T18:37:25","date_gmt":"2024-01-10T02:37:25","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/cx-cloud-from-genesys-and-salesforce"},"modified":"2025-03-19T17:15:37","modified_gmt":"2025-03-20T00:15:37","slug":"cx-cloud-from-genesys-and-salesforce","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/cx-cloud-from-genesys-and-salesforce","title":{"rendered":"CX Cloud from Genesys and Salesforce"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h1>CX Cloud from Genesys and Salesforce<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/152e0ca1fd597825\/original\/CX-Cloud-from-Genesys-and-Salesforce.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Unify CCaaS and CRM like never before<\/h2>\n<p>Traditional Contact Centre as a Service (CCaaS) and CRM system integrations begin simply enough. You need to connect customers to agents using aspects of those two systems. But as operations grow and more departments contribute to your customer experience (CX), the required tech stack and integration can become extremely complex.<\/p>\n<p>These cobbled-together solutions hinder growth and efficiency; prevent carry over of customer context from one channel to another; lack unified data and analytics; and force departments to adapt their own siloed customer engagement \u2014 worsening the problem. Instead, it\u2019s time to consolidate your customer and employee experiences into a single, unified solution.<\/p>\n<h2 class=\"h3\">CX Cloud from Genesys and Salesforce<\/h2>\n<p>This jointly released solution natively combines a unified, artificial intelligence (AI)-powered agent workspace in <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/\">Salesforce Service Cloud<\/a> with enterprise contact centre and workforce engagement management (WEM) capabilities from the Genesys Cloud CX\u00ae platform. From a single orchestration engine in <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\">Genesys Cloud\u00ae<\/a>, design deeply connected, end-to-end experiences fusing data, AI and channels from both platforms. Bidirectional, pre-integrated data and a common schema eliminate data blind spots; enrich and connect Genesys and Salesforce AI; and improve personalisation.[\/vc_column_text][vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/152e0ca1fd597825\/original\/CX-Cloud-from-Genesys-and-Salesforce.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[vc_column_text][\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1 bgc-lgray \" ><h3 class=\"mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benefits<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Eliminate application switching and increase agent efficiency<\/li>\n<li>Improve CX personalisation and customer satisfaction<\/li>\n<li>Consolidate systems and lower costs<\/li>\n<li>Reduce the development burden on your IT and analyst teams<\/li>\n<li>Strengthen and expand your global footprint<\/li>\n<li>Build a supportive culture that helps retain employees<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%5D&#8221;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Keep exploring CX Cloud from Genesys and Salesforce<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-webinars\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-and-salesforce-unifying-ccaas-wem-and-crm\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource_thumb-genesys_salesforce_unifying_ccaas_wem_crm.png\" height=\"464\" width=\"820\" alt=\"Resource thumb genesys salesforce unifying ccaas wem crm\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Webinar<\/p><h3 class=\"item-title h6\">Genesys and Salesforce: Unifying CCaaS, WEM and CRM<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/cx-cloud-from-genesys-and-salesforce-demo\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/CX-Cloud-from-Genesys-and-Salesforce-On-Demand-Demo-Thumbnail-High-Quality-2-e1702355330595.jpg\" height=\"365\" width=\"570\" alt=\"Cx cloud from genesys and salesforce on demand demo thumbnail high quality\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Demo<\/p><h3 class=\"item-title h6\">CX Cloud from Genesys and Salesforce Demo<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/checklist-unify-your-crm-system-and-contact-centre\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Resource-thumbnail_Checklist-Checklist_-CRM-and-CCaaS.png\" height=\"464\" width=\"820\" alt=\"Resource thumbnail checklist   checklist  crm and ccaas\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Checklist<\/p><h3 class=\"item-title h6\">Checklist: Unify your CRM system and contact centre<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text] CX Cloud from Genesys and Salesforce [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Unify CCaaS and CRM like never before Traditional Contact Centre as a Service (CCaaS) and CRM system integrations begin simply enough. You need to connect customers to agents using aspects of those two systems. But as operations grow and more departments contribute [&hellip;]<\/p>\n","protected":false},"author":853,"featured_media":555018,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16377,16445],"tax_products_programs":[17548],"tax_buying_job":[16651],"tax_buyer_persona":[16919],"tax_sector":[],"tax_segment":[17079],"class_list":["post-503509","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-unified-communications-en-sg","tax_capability_sitewide-wem-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buyer_persona-technical-en-sg","tax_segment-enterprise-en-sg","tax_content_type-product-overview-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/503509","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/853"}],"version-history":[{"count":7,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/503509\/revisions"}],"predecessor-version":[{"id":572827,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/503509\/revisions\/572827"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/555018"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=503509"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=503509"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=503509"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=503509"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=503509"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=503509"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=503509"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=503509"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=503509"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=503509"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=503509"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}