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Interactive Intelligence | Genesys: PureConnect for Salesforce®

Unify Sales, Services and Marketing Teams with one CX Platform

Paid Add-On Required  

Payment required for external services or products

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Business Need
Telephony

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.

Compatibility

Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Additional Requirements
Customer Interaction Center user licenses and PureConnect for Salesforce integration licenses are required for the integration.

App Details

Version
CIC for Salesforce/4.2 4.2.0
Listed On
08/12/2015
Latest Release
03/03/2022
Supported 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
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 4
Custom Tabs: 0
Custom Apps: 0
Lightning Components
Global: 0
App Builder: 0
Community Builder: 0
Languages
English

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
4.2.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
02/08/2017

Additional Details

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.

Need help?

Genesys

Menlo Park, CA, USA

Support Phone1-866-353-6402
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