On-demand webinar

Genesys and Salesforce: Unifying CCaaS, WEM and CRM

Learn how to simplify your tech stack, unify customer data and enable agents

Customers desire consistency and personalization across interaction channels. And your agents need a single customer and interaction view to provide efficient service. To deliver on the expectations of today’s experience economy, you need to unify critical systems of engagement, including Contact Center as a Service (CCaaS) and CRM systems.

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.

Join Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics; Rekha Srivatsan, VP of Product Marketing at Salesforce; and Jack Nichols, VP of Product Management at Genesys, to learn how joint product teams from these two industry leaders are redefining customer and employee experiences to power more deeply connected, end-to-end journeys.

You’ll walk away with:

  • How a CRM and CCaas will unify the CX and EX
  • Top tools to support and scale your agents
  • Best practices to personalize the CX with AI

Meet the Speakers


Sheila McGee-Smith
President & Principal Analyst
McGee-Smith Analytics


Rekha Srivatsan
VP of Product Marketing


Jack Nichols
VP of Product Management