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Interactive Intelligence | Genesys: PureConnect for Salesforce®

Unify Sales, Services and Marketing Teams with one CX Platform

Overview

Provides integration for the most information-rich, multimedia screen pops; embedded call controls within the Salesforce interface with historical call data passed to the agent; presence management; and preview and predictive dialing from a single system.

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  • One unified desktop - manage, track, and queue multichannel interactions across systems within a single agent interface. Provides embedded call controls, click-to-dial, preview and predictive dialer capabilities and presence management.

  • Use gathered data such as Caller ID to customize and drive a screen pop of the associated Salesforce object for both inbound and outbound interactions. Pop a standard or Visualforce page or use data provided by the caller to pop a new pre-populated page.

  • Nothing to maintain or backup. PureConnect for Salesforce frees you from the hassles of planning for software upgrades or deploying service updates. As new features or updates are released they immediately become available for your users.

Put the power of Customer Interaction Center™ directly into the Salesforce Service or Sales Cloud interface and get a tightly integrated solution for contact center and customer engagement. PureConnect for Salesforce provides complete synchronization of contact center interactions routed in a universal queue with Salesforce activities automatically associated to Salesforce items. Rules-driven screen pops speed agent responsiveness and enhance customer satisfaction by providing a consistent experience across all media channels. Integrated interaction detail reporting eliminates the need for agents to re-enter information and provides greater insight into agent performance and improved consistency and accuracy of data. The Interaction Dialer® plug-in improves agent utilization and automates sophisticated call campaigns. Agents can log on/off to preview or predictive dialer campaigns, schedule callbacks, disposition calls and request breaks all from within the Salesforce interface. Custom-configurable real-time presence management provides a more accurate assessment of agent activity and more efficient staffing.

Categories

Business Needs
Telephony
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package

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