Genesys Cloud CTI for Contact Centers

The CTI adaptor allows you to leverage the data you have in SFDC to know when your most important customers are calling for service. Fast track priority customers, answer their calls first, and make sure they talk to your best people. By leveraging the Genesys cloud, quickly set up automated case creation for your inbound callers and customize the screen pop your agents get with pertinent customer information. • Customized screen-pop using both SFDC information and data from external databases • Easy deploy, manage, and iteratively improve • Additionally, leverage the power of self-service in conjunction with CTI to allow for data to lead the way in providing the optimal customer experience Key Benefits: • Identify when your most valuable customers are calling • Personalize customer interactions: provide the option to re-open the case, update the case or allow them to speak directly with an agent • Implement post-call satisfaction surveys • Real-time reporting: details including caller action requests and caller disposition scoring • Call Automation: implement self service applications which allow agents to focus on high-value conversations