Salesforce and PureCloud Integrations
Combine your contact center solution and CRM
Salesforce is an industry leader in cloud-based customer relationship management (CRM). When combined with PureCloud—an omnichannel contact center solution—the result is leading-edge cloud performance and scalability, and a modern interface that makes sense of multiple channels with easy and consistent workflows.
PureCloud and Salesforce—better together
Genesys is proud to be a technology partner with Salesforce. Our PureCloud and Salesforce relationship began in 2008, and the experience has extended across many products and services. We now work together under an ISVForce partnership agreement. Benefit from joint customer deployment and a dedicated development staff.
Salesforce data actions integration
The Purecloud Salesforce data actions integration enables IVR routing decisions based on data from your Salesforce CRM. Your PureCloud IVR can use information about accounts, cases or contacts to inform routing rules in your call flows.
Rules-driven screen pop in PureCloud
Use gathered Salesforce data, such as caller ID, to route interactions based on pre-configured behavior. Agents see a native screen pop of key customer context before the interaction even begins.
Salesforce contacts in PureCloud
Pull Salesforce customer and organization contact information into PureCloud to create a corporate address book. Unified search and click-to-call makes outreach accessible and easy for all your employees.
Automatic activity creation in Salesforce
Create a Salesforce activity for each interaction an agent handles. This includes information such as connection time, agent name and comments. Information is populated in the client drop-down list based on screen pop or agent navigation. The agent can then associate the activity with the appropriate contact or case for unified reporting purposes.
Every connected interaction creates a call log. This log is saved to activity history in Salesforce when the call connects, and automatically updates whenever status or log details change.
Voice-based customer service
Connect your customer to someone who can solve their problem. Maximize your potential for first-call resolution by leveraging skills-based routing.
A robust PureCloud IVR helps customers access information they need, when they want—without agent handling.
The PureCloud for Salesforce app has not only reduced call handle time, but improved the effectiveness of our service.—Darren Jackson, CEO, Rapid Financial Solutions
Use PureCloud from within your Salesforce interface
PureCloud for Salesforce available on AppExchange
Make it easy for your team to benefit from the power of PureCloud with minimal training. Simply add PureCloud to your Salesforce interface. The integration puts lightweight agent call controls directly in Salesforce, enabling your team to make and manage omnichannel interactions, leveraging robust PureCloud functionality such as response management and interaction details. Learn more at the Salesforce AppExchange.
More great benefits
One unified desktop
Manage, track and queue interactions across systems with a single desktop application—be it PureCloud or Salesforce. By embedding call controls, users can make, take and manage calls and click-to-call directly from phone number fields in contacts, leads, activities and accounts.
Get real-time presence management and reporting, and the ability to enable as many status settings as your organization needs. Gain a more accurate assessment of agent activity and optimize your workforce.
Nothing to install
PureCloud for Salesforce is an HTML5 application hosted in Amazon Web Services and delivered to user browsers. This frees you from the hassles of planning for software upgrades or having administrators spend weekends deploying service updates. As new features and updates are released, they immediately become available for your agents to use.