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CX Cloud from Genesys and Salesforce

Orchestrate every journey with Genesys. Surface every moment in Salesforce.

Overview

Boost loyalty and efficiency with industry-recognized leaders in CCaaS, CRM and AI. Orchestrate AI-powered customer and employee experiences with the Genesys Cloud platform that surface to agents and supervisors within a unified Salesforce workspace.

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See How CX Cloud from Genesys and Salesforce Works

  • Synchronized AI-ready data – Improve CX personalization and reduce the development burden on your IT and analyst teams with free-flowing, pre-integrated data. Gain clear, actionable insights to improve your business with real-time dashboards and reports.

  • An enterprise contact center built directly into your CRM – Consolidate and strengthen your tech stack to form a comprehensive, customer engagement solution. Design AI-powered, end-to-end journeys fusing data, bots and channels from both platforms.

  • Unified, AI-powered employee experiences – Empower, support and invest in your employees to improve performance and reduce attrition costs. Increase agent efficiency by eliminating application switching, enabling AI assistance, and monitoring quality.

Synchronized, AI-ready data: Access pre-integrated data and common schemas between Genesys Cloud and Salesforce to improve personalization and simplify IT. AI-driven external routing: Route Salesforce interactions through Genesys Cloud AI-powered routing to connect customers with the best-fit human agents. Smart agent workspace: Enable seamless transitions from self-service to live support with all interactions and customer data in one workspace. Flexible voice services: Integrate Genesys Cloud Voice into Salesforce with easy setup or bring your own cloud carrier. Native digital channels: Surface Genesys digital channels (web messaging, SMS and WhatsApp) natively within the Salesforce messaging component. AI accelerators: Use real-time transcription with Salesforce Einstein and Genesys Agent Copilot to identify intent, recommend actions and surface knowledge. Workforce performance and planning: Give agents a unified view of schedules, coaching, training, performance and gamification. Profitable outbound campaigns: Create the personalized, high-touch relationships needed to increase bookings and exceed revenue targets.

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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    Telephony