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External Routing Connector for Genesys

External Routing Connector for Genesys PureEngage and PureCloud

Overview

The Softphone's External Routing Connector allows Salesforce chat, email and task routing through the Genesys routing engine (Orchestration Server or Universal Routing Server).

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  • Salesforce Chat, Email, Case, Task enhanced routing capabilities through Genesys routing engine (workitems and third party channels)

  • Agent presence controlled in a single place for both Salesforce and Genesys (when combined with Workspace Connector) Allowing a single Universal Routing Queue and blending media on a single agent (Salesforce and Genesys channels on the same agent).

  • Unified reporting for all the channels (both Salesforce and Genesys).

The Softphone's External Routing Connector allows Salesforce chat, email and task routing through the Genesys routing engine (Orchestration Server or Universal Routing Server). This allows blending agents for both Salesforce and Genesys digital channels. With the Workspace Connector, the agent presence can be controlled by a single application (Genesys). This Connector allows a consistent and unified reporting on all the voice and digital channels (both for Salesforce and Genesys channels).

Categories

Business Needs
Agent Productivity
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