{"id":515846,"date":"2024-04-24T01:06:03","date_gmt":"2024-04-24T08:06:03","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=515846"},"modified":"2024-05-21T18:12:40","modified_gmt":"2024-05-22T01:12:40","slug":"cx-cloud-from-genesys-and-salesforce","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/cx-cloud-from-genesys-and-salesforce","title":{"rendered":"Genesys and Salesforce: CCaaS + CRM + AI: The Super CX Champion"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>CCaaS + CRM + AI: The Super CX Champion \u2013 CX Cloud from Genesys and Salesforce<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text]Genesys and Salesforce have partnered to create a unified artificial intelligence (AI)-powered customer experience and relationship management solution: CX Cloud from Genesys and Salesforce.<\/p>\n<p>In this 1 hour session, we will delve into the fundamentals of CX Cloud, exploring how it enhances customer engagement and satisfaction within the Salesforce ecosystem. Get ready to gain insights into its features and capabilities, setting the foundation for a successful implementation.<\/p>\n<p>You\u2019ll walk away with:<\/p>\n<ul>\n<li>How a CRM and CCaas will unify the CX and EX<\/li>\n<li>[Demo] CX Cloud in action<\/li>\n<li>How CX Cloud from Genesys and Salesforce provides a unified view of customers and interactions to improve agent productivity and to deliver outstanding CX<\/li>\n<li>Live Q&amp;As<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_row_inner][vc_column_inner]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000003AdxOQAS\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846?thankyou=515846&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"515846\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;516745&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Ashok Sankaran<\/strong><br \/>\n<span class=\"cf0\">Director, Partner &amp; Alliances<\/span><!--EndFragment --><br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;516754&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Ashish Singhal\u00a0<\/strong><br \/>\nService Cloud Solution Engineer<br \/>\nSalesforce<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;516756&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Doddy Kartiwa <\/strong><br \/>\nPrincipal Solutions Consultant<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;517741&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Patanapan Vanapitaksa<\/strong><br \/>\nSolution Engineer<br \/>\nBeryl8<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;] On-demand webinar [\/vc_column_text][vc_column_text] CCaaS + CRM + AI: The Super CX Champion \u2013 CX Cloud from Genesys and Salesforce [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]Genesys and Salesforce have partnered to create a unified artificial intelligence (AI)-powered customer experience and relationship management solution: CX Cloud from Genesys and Salesforce. In this 1 hour session, we will delve into [&hellip;]<\/p>\n","protected":false},"author":952,"featured_media":516261,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-515846","webinars","type-webinars","status-publish","has-post-thumbnail","hentry"],"acf":{"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":true,"w_sdate":"05\/16\/2024 11:00 am","w_edate":"05\/16\/2024 12:00 pm","w_scope":"single","w_single_timezone":"May 16, 2024 AT 11AM SGT","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"<p><iframe title=\"YouTube video player\" src=\"\/\/www.youtube.com\/embed\/ZLeyGr3hihA?si=q7R6bbgOiuGfckxh\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>Download the presentation materials <a href=\"https:\/\/www.genesys.com\/media\/Combined-Slides-CX-Cloud-from-Genesys-and-Salesforce-SEA-05162024.pdf\">here<\/a><\/p>\n","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":503509,"post_author":"853","post_date":"2024-01-09 18:37:25","post_date_gmt":"2024-01-10 02:37:25","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text]\r\n<h1>CX Cloud from Genesys and Salesforce<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F152e0ca1fd597825%2Foriginal%2FCX-Cloud-from-Genesys-and-Salesforce.pdf|title:Get%20the%20overview|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Unify CCaaS and CRM like never before<\/h2>\r\nTraditional 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.\r\n\r\nThese 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.\r\n<h2 class=\"h3\">CX Cloud from Genesys and Salesforce<\/h2>\r\nThis 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=\"mt-2\"][\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F152e0ca1fd597825%2Foriginal%2FCX-Cloud-from-Genesys-and-Salesforce.pdf|title:Get%20the%20overview|target:_blank|\"][vc_column_text][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" header_bg=\"bgc-lgray\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMm1iLTAlMjIlM0UlM0NpJTIwY2xhc3MlM0QlMjJmYWslMjBmYS1nZW4tc3RhciUyMHRleHQtd2hpdGVpY29uLXNpemUtcmVndWxhciUyMiUyMGFyaWEtaGlkZGVuJTNEJTIydHJ1ZSUyMiUzRSUzQyUyRmklM0UlMjBCZW5lZml0cyUzQyUyRmgzJTNF\"]\r\n<ul class=\"text-24\">\r\n \t<li>Eliminate application switching and increase agent efficiency<\/li>\r\n \t<li>Improve CX personalisation and customer satisfaction<\/li>\r\n \t<li>Consolidate systems and lower costs<\/li>\r\n \t<li>Reduce the development burden on your IT and analyst teams<\/li>\r\n \t<li>Strengthen and expand your global footprint<\/li>\r\n \t<li>Build a supportive culture that helps retain employees<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"CX Cloud from Genesys and Salesforce","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-cloud-from-genesys-and-salesforce","to_ping":"","pinged":"","post_modified":"2025-03-19 17:15:37","post_modified_gmt":"2025-03-20 00:15:37","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/cx-cloud-from-genesys-and-salesforce","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":501926,"post_author":"280","post_date":"2023-12-17 20:34:31","post_date_gmt":"2023-12-18 04:34:31","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text]For many consumers worldwide, encountering a dead-end menu or having to repeat themselves to multiple agents creates more than just a frustrating experience. Interactions like these are enough to make them scream \u2014 or so angry they vow never to use a company again, according to \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-state-of-customer-experience?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience\u201d report<\/a> by Genesys.\r\n\r\nWhenever a customer wastes time maneuvering a fragmented journey or encounters a technical issue, it results in an increasingly negative view of the brand and, eventually, abandonment of the business for a competitor altogether. One in 10 will switch brands after a single negative interaction, the Genesys report found.\r\n\r\nAnd while many companies are prioritising customer experience (CX) innovation, digital channels remain fractured and inconsistent. Only 13% of organisations have the connected technology and data needed to create end-to-end customer journeys, according to the Genesys report.\r\n\r\nIt\u2019s time to push beyond traditional customer relationship management (CRM) and contact centre integration. Fortunately, the <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-next-generation-of-customer-experience-is-here\" target=\"_blank\" rel=\"noopener\">next generation of CX is here<\/a>.\r\n\r\n<img class=\"alignleft wp-image-499340 size-medium\" src=\"https:\/\/www.genesys.com\/media\/Salesforce-Genesys-Co-Brand-Logo-RGB.svg\" alt=\"\" width=\"300\" height=\"300\" \/>Today, I\u2019m thrilled to announce that CX Cloud from Genesys and Salesforce is now available via the <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/5d134b3b-9205-4386-b4b4-f91804cd8487\" target=\"_blank\" rel=\"noopener\">Genesys AppFoundry<sup>\u00ae<\/sup> Marketplace<\/a> and the <a href=\"https:\/\/appexchange.salesforce.com\/appxListingDetail?listingId=7f59a36f-86c0-4cac-b8af-2c1722ede4d1\" target=\"_blank\" rel=\"noopener\">Salesforce AppExchange<\/a>.\r\n\r\nConsolidate and strengthen your tech stack with the best of the Genesys and Salesforce platforms. This entirely cloud-based contact centre solution natively combines a unified, artificial intelligence (AI)-powered agent workspace in Salesforce Service Cloud with enterprise contact centre software and workforce engagement management capabilities from the <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud\u2122 platform<\/a>.\r\n\r\nWith this solution from Salesforce and Genesys, you can:\r\n<ul>\r\n \t<li>Increase agent efficiency, satisfaction, and eliminate application switching<\/li>\r\n \t<li>Improve CX personalisation and customer satisfaction<\/li>\r\n \t<li>Build a supportive culture that helps retain employees<\/li>\r\n \t<li>Consolidate systems and lower costs<\/li>\r\n \t<li>Reduce the development burden on your IT and analyst teams<\/li>\r\n \t<li>Strengthen and expand your global footprint<\/li>\r\n<\/ul>\r\n<h2>Empower Your Agents. Delight Your Customers.<\/h2>\r\nEmployee experience is emerging as the primary CX priority for business leaders. Your employees are the voice of your brand. When they're engaged, happy and satisfied with their jobs \u2014 and equipped with the information they need to serve customers \u2014 they can deliver positive experiences that build customer loyalty. And they\u2019re less likely to leave.\r\n\r\nAverage annual staff turnover in the contact centre is 32%, which is increasingly unsustainable, according to \u201cThe State of Customer Experience.\u201d And 42% of CX executives surveyed by MIT Technology Review say recruiting for contact centre roles is \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/mit-report-customer-experience-and-the-future-of-work?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">extremely challenging<\/a>.\u201d Finding better ways to support employees is imperative to reducing agent turnover and improving overall engagement.\r\n\r\nWith CX Cloud from Genesys and Salesforce, agents and supervisors benefit from <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/wem-workforce-engagement-management\" target=\"_blank\" rel=\"noopener\">workforce engagement management (WEM) capabilities<\/a> from Genesys embedded directly into the employee activity dashboards in Service Cloud. With an all-in-one interactive view, you can more easily manage and empower your workforce using advanced scheduling, performance metrics, coaching, training, gamification and more.[\/vc_column_text][vc_single_image image=\"501405\" css=\".vc_custom_1702318777885{margin-top: 1.0em !important;margin-bottom: 1.0em !important;}\"][vc_column_text][\/vc_column_text][vc_column_text]Modern WEM capabilities allow you to analyse and celebrate employee performance and identify the specific skills, knowledge and behaviours of top performers. Then you can transfer those skills to your entire workforce so every agent can be your best agent \u2014 and every customer can be a more enthusiastic customer.\r\n\r\nBy 2026, customer service functions that implement a connected rep approach and bridge technology and talent <a href=\"https:\/\/www.genesys.com\/resources\/getting-started-with-technology-for-the-connected-rep?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">will improve contact centre efficiency by 30%<\/a>. Therefore, with CX Cloud from Genesys and Salesforce, our goal was to enhance staff efficiency with a single, smart workplace in Service Cloud.[\/vc_column_text][vc_single_image image=\"501406\" css=\".vc_custom_1702318818151{margin-top: 1.0em !important;margin-bottom: 1.0em !important;}\"][vc_column_text]Your agents are empowered with all the AI-powered assistance they need to meet their performance KPIs and provide a great customer experience. Real-time transcription details are automatically sent to Service Cloud Einstein to determine intent, inform the next-best action and surface knowledge articles.\r\n<h2>Lead Your Industry with Consistent, Personalised Experiences at Scale<\/h2>\r\nNow, you can lead your industry with positive customer experiences that set you apart as you innovate alongside the <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">global leader in Contact Centre as a Service<\/a> and the <a href=\"https:\/\/investor.salesforce.com\/press-releases\/press-release-details\/2023\/Salesforce-Recognized-as-a-Leader-in-the-2023-Gartner-Magic-Quadrant-for-Sales-Force-Automation-Platforms\/default.aspx\" target=\"_blank\" rel=\"noopener\">#1 AI CRM<\/a>.\r\n\r\nCX Cloud from Genesys and Salesforce enables you to design deeply connected, end-to-end experiences that fuse data, AI and channels from both platforms with a single orchestration engine in Genesys Cloud. You can power smarter, more contextualised self-service and customer engagements with a unified data fabric that enables you to automatically aggregate real-time data. And you can eliminate data blind spots; enrich and connect Genesys and Salesforce AI; and improve personalisation.\r\n\r\nWhile this solution and our <a href=\"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/122912\" target=\"_blank\" rel=\"noopener\">new strategic collaboration agreement<\/a> signify a significant investment and milestone in our partnership, Genesys and Salesforce have been successfully working together to implement and support thousands of common customers for over a decade.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/cx-cloud-from-genesys-and-salesforce-demo?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Watch this demo<\/a> to learn more about CX Cloud from Genesys and Salesforce.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Now Available: CX Cloud from Genesys and Salesforce","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"now-available-cx-cloud-from-genesys-and-salesforce","to_ping":"","pinged":"","post_modified":"2023-12-17 21:32:28","post_modified_gmt":"2023-12-18 05:32:28","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/now-available-cx-cloud-from-genesys-and-salesforce","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":398901,"post_author":"15","post_date":"2021-07-07 16:23:27","post_date_gmt":"2021-07-07 23:23:27","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\" el_class=\"no-shadow\"][vc_column][breadcrumbs data_pull=\"manual\" manual_links=\"%5B%7B%22link_label%22%3A%22Genesys%20Cloud%20CX%22%2C%22link_url%22%3A%22%2Fgenesys-cloud%22%7D%2C%7B%22link_label%22%3A%22Cloud%20architecture%20and%20open%20platform%22%2C%22link_url%22%3A%22%2Fcapabilities%2Fcloud-architecture-and-open-platform%22%7D%5D\"][\/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=\"\"]\r\n<h1>CX Cloud from Genesys and Salesforce<\/h1>\r\nOrchestrate every experience with Genesys. Surface every moment in Salesforce.[\/vc_column_text][component_button primary_cta=\"url:%23demo|title:Get%20a%20demo|\" secondary_cta=\"url:https%3A%2F%2Fwww.youtube.com%2Fembed%2FvePIQ_vg3hE%3Fsi%3DSLqCm3a6ACBS0jBV|title:Watch%20now|\"][\/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=\"\"]\r\n<h2>Redefine CX with a unified CCaaS and CRM<\/h2>\r\nTogether, 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=\"\"]\r\n<h3 class=\"h5\">Drive growth while lowering costs<\/h3>\r\nUnify and transform your customer experience (CX) with industry-recognised <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\">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=\"\"]\r\n<h3 class=\"h5\">Reduce customer effort and frustration<\/h3>\r\nImprove 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=\"\"]\r\n<h3 class=\"h5\">Increase employee productivity<\/h3>\r\nEmpower, 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=\"\"]\r\n<h2 style=\"text-align: center;\">Integrate data and AI for more productive agents and seamless interactions<\/h2>\r\n<p style=\"text-align: center;\">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>\r\n[\/vc_column_text][\/vc_column][vc_column][vc_single_image image=\"564112\" css=\"\"][\/vc_column][vc_column el_class=\"mt-2\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Synchronized, AI-ready data<\/h3>\r\nImprove 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=\"\"]\r\n<h3 class=\"h5\">Single CX orchestration engine<\/h3>\r\nBring 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=\"\"]\r\n<h3 class=\"h5\">Smart agent workspace<\/h3>\r\nSeamlessly transition from <a href=\"https:\/\/www.genesys.com\/capabilities\/chatbots\">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=\"\"]\r\n<h3 class=\"h5\">Native digital channels<\/h3>\r\nSurface 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=\"\"]\r\n<h3 class=\"h5\">Real-time AI agent accelerators<\/h3>\r\nSend real-time transcription details to Salesforce Einstein and <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/agent-assist\">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=\"\"]\r\n<h3 class=\"h5\">Workforce performance and planning<\/h3>\r\nEmpower 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=\"\"]\r\n<h3 class=\"h5\">Profitable outbound campaigns<\/h3>\r\nCreate the personalised, high-touch relationships needed to increase bookings and exceed revenue targets. Automate lead prioritisation and <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/outbound\">outbound voice outreach<\/a> directly from Sales Cloud.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">AI-driven external routing<\/h3>\r\nExternally 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=\"\"]\r\n<h3 class=\"h5\">Flexible voice services<\/h3>\r\nIntegrate voice into Salesforce with <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/voice-services\">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:%2Fen-sg%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\"]\r\n<p class=\"h0\">57%<\/p>\r\n<p class=\"text-24\">of CX leaders agree that their organisation\u2019s data quality and structure are ready to be used with AI solutions<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2>The power of Genesys Cloud and Salesforce together<\/h2>\r\nCombining 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=\"\"]\r\n<h2>See what customers and partners have to say<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-4\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22590760%22%2C%22customer_story_quote%22%3A%22Now%2C%20with%20Genesys%20and%20Salesforce%20on%20our%20side%2C%20there%20is%20no%20reason%20why%20we%20can%E2%80%99t%20do%20everything%20that%20any%20other%20contact%20centre%20in%20the%20world%20is%20doing.%20It%E2%80%99s%20opened%20up%20a%20lot%20of%20optimism%20and%20enthusiasm%20for%20the%20teams%20to%20figure%20out%20how%20we%20can%20continue%20to%20transform%20our%20operations%20and%20how%20we%20show%20up%20as%20a%20business.%22%2C%22customer_story_speaker%22%3A%22Luke%20Longney%2C%20Chief%20Technology%20Officer%2C%20AIA%20New%20Zealand%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22581901%22%2C%22customer_story_quote%22%3A%22We%E2%80%99ve%20fully%20optimised%20our%20data%2C%20bots%2C%20and%20channels%20from%20both%20Genesys%20and%20Salesforce%2C%20with%20no%20coding%20required.%20That%E2%80%99s%20massive.%20It%20means%20fewer%20open%20tabs%20and%20screen%20hops.%20And%20it%20gives%20our%20agents%20the%20aggregated%20360-degree%20customer%20view%20they%20were%20missing%2C%20to%20deliver%20a%20better%20personalised%20experience.%22%2C%22customer_story_speaker%22%3A%22Philip%20Hagenfeldt%2C%20Commercial%20System%20Lead%2C%20Benify%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22589674%22%2C%22customer_story_quote%22%3A%22Our%20decision%20to%20implement%20CX%20Cloud%20from%20Genesys%20and%20Salesforce%20was%20driven%20by%20a%20strategic%20focus%20on%20improving%20both%20member%20and%20team%20member%20experience.%20%22%2C%22customer_story_speaker%22%3A%22Erling%20Amundson%2C%20VP%20of%20Member%20Experience%2C%20Langley%20Federal%20Credit%20Union%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/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=\"\"]\r\n<h2>Achieve a global reach and local presence<\/h2>\r\nAvailable in over 20 languages, CX Cloud from Genesys and Salesforce leverages the same industry-leading global coverage and resilience as the Genesys Cloud platform. With it, you can uphold key compliance standards such as PCI, TCPA, HIPAA and more.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Move beyond clunky Open CTI integration<\/h3>\r\nTraditional CCaaS and CRM integrations that are based on the Open CTI framework are awkward to deal with. IT teams must cobble together services, APIs and data to crudely embed even the most basic contact centre functionality into Salesforce. This can lead to frustration and ties down valuable dev resources.\r\n\r\nCX Cloud from Genesys and Salesforce natively combines the best of both platforms into a single, turnkey AI-powered solution. It helps lower costs by reducing IT development and ancillary applications and streamlining employee workflows.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Enhance the employee experience<\/h3>\r\nSwitching between systems takes time and effort. Integrating Genesys Cloud and its vast toolkit of capabilities into the Salesforce interface streamlines the employee experience across departments and business units. You can easily make CX data and actions accessible via Salesforce. This enables your agents to exceed their performance KPIs.\r\n\r\nTake it a step further by creating a company culture that attracts and retains the best employees. With built-in <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/wem-workforce-engagement-management\">workforce engagement management (WEM)<\/a>, you can ensure quality, compliance and proper resource planning with real-time and post-interaction AI supervisor insights.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Route to the right agents every time<\/h3>\r\n<a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/automated-routing\">AI predictive routing<\/a> detects patterns based on historical and real-time agent, customer and interaction data from both Genesys and Salesforce. This information makes it simple to match customers to the right agents, on the right channel, at the right moment.\r\n\r\nYour agents will receive real-time contextual information and suggestions drawn from knowledge articles from Agent Copilot. This helps eliminate tedious manual searches and saves time. You can even free them from manual post-interaction work with LLM-based auto-summarisation.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Provide proactive customer engagement<\/h3>\r\nToday, it is important to anticipate your customers\u2019 needs and offer solutions to potential problems before they arise. You can create, manage and view Genesys Cloud outbound campaigns in Salesforce to drive high-value sales conversations, reminders, alerts or confirmations.\r\n\r\nProactively engage customers across channels with event-driven text messages, emails, outbound IVR, and predictive, preview and manual dialling. Use scripts to standardise agent communications. Then automatically record results in your Salesforce case or contact record activity log.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][chunker chunk_template=\"567817\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row css=\".vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>See what else you can do with Genesys<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][vc_column][capability_list theme=\"icon-bg\" hover_color=\"text-white\" background_color=\"bgc-navy\" lobby_slug=\"platform\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Two industry leaders. One powerful solution.<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1741334683100{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\" el_id=\"demo\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>View the Genesys and Salesforce integration with a personalised demo.<\/h2>\r\nProvide your customer service agents with all the unified, AI-powered tools and context they need in one place. With the Salesforce and Genesys integration, you can power deeply connected, end-to-end experiences. CX Cloud delivers an enterprise contact centre and WEM suite built directly into your CRM system \u2014 enabling greater efficiency, agent performance and customer satisfaction.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Book your demo today\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7010d000001KeaxAAC\" target=\".thank-you\" form_additional_classes=\"no-bg-form\"][vc_column_text css=\"\" el_class=\"thank-you\"]\r\n<p class=\"h4\">Thank you for your interest.<\/p>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Frequently asked questions about Salesforce integration<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What is customer resource management (CRM)?\"]Customer resource management (CRM), also called customer relationship management, refers to the strategies, technologies and practices that businesses use to manage and analyse customer interactions throughout the customer lifecycle.\r\n\r\nA CRM system uses specialised software to centralise and organise customer data, including contact details, communication history, purchase behaviour and preferences. This allows businesses to streamline marketing, sales and service processes while improving team communication and collaboration.[\/faqitem][faqitem item_question=\"What is a contact centre CRM?\"]A contact centre CRM is a specialised customer relationship management system designed to integrate multiple communication channels into a unified platform. By doing this, you can enable agents to provide seamless and efficient service across multiple touchpoints.\r\n\r\nThe primary goal of a contact centre CRM is to enhance customer experiences. It helps achieve this by providing agents with real-time access to customer information, interaction history and context. Features often include call routing, automated workflows, ticket management and performance analytics. It also helps customers connect to the right agent quickly, allowing agents to promptly resolve their issues.[\/faqitem][faqitem item_question=\"What is Salesforce External Routing?\"]Salesforce External Routing allows businesses to integrate their Salesforce call centre platform with third-party routing solutions. By doing this, they can manage and optimise the distribution of cases, leads or tasks to agents. Organisations can leverage external systems like Genesys Cloud to define and execute advanced routing logic tailored to their needs.\r\n\r\nWith External Routing, Salesforce captures and manages work items while offloading routing decisions to the external system. This integration allows for greater flexibility and scalability in managing complex workflows. This includes those needing AI-driven prioritisation, skill-based assignments or custom business rules.[\/faqitem][faqitem item_question=\"What is a call centre CRM system?\"]A call centre CRM (customer relationship management) system is the integration of call centre software with a CRM system. It provides a unified platform for handling calls and managing customer data. This allows agents to access customer information, track interactions across channels and perform follow-ups or issue resolution tasks with ease.[\/faqitem][faqitem item_question=\"What is Salesforce Bring Your Own Channels (BYOC)?\"]Salesforce Bring Your Own Channels (BYOC) lets businesses integrate their preferred communication channels into Salesforce. Organisations can connect third-party platforms like Genesys Cloud, WhatsApp, SMS providers or proprietary communication tools.\r\n\r\nBYOC helps businesses maintain their existing communication infrastructure while leveraging Salesforce customer relationship management tools such as case tracking, interaction history and analytics. Through APIs, these external channels seamlessly integrate into Salesforce, providing a unified view of all customer interactions. This feature is valuable for businesses with unique or industry-specific communication needs.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Salesforce Integrations with Genesys Cloud","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cloud-and-salesforce","to_ping":"","pinged":"","post_modified":"2026-04-07 16:29:19","post_modified_gmt":"2026-04-07 23:29:19","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/capabilities\/genesys-cloud-cx-salesforce-integration","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":501324,"post_author":"906","post_date":"2023-12-10 22:19:08","post_date_gmt":"2023-12-11 06:19:08","post_content":"","post_title":"CX Cloud from Genesys and Salesforce Demo","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-cloud-from-genesys-and-salesforce-demo","to_ping":"","pinged":"","post_modified":"2025-10-06 06:58:56","post_modified_gmt":"2025-10-06 13:58:56","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/cx-cloud-from-genesys-and-salesforce-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}]},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/952"}],"version-history":[{"count":19,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846\/revisions"}],"predecessor-version":[{"id":520705,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/515846\/revisions\/520705"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/516261"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=515846"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=515846"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=515846"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=515846"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=515846"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=515846"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=515846"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=515846"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=515846"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=515846"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=515846"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}