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InGenius Salesforce Voice Transition for Contact Centers
Transition to Salesforce Voice, keep your existing telephony
- Industries
- EducationFinancial ServicesTravel, Transportation, & Hospitality
- Business Need
- Customer ServiceAgent ProductivityIntegration
- Requires
- Sales CloudService Cloud
- Compatible With
- Financial Services CloudHealth CloudGovernment Cloud
InGenius helps contact centers transition from Open CTI to Salesforce Voice without replacing Cisco, Avaya, or Genesys. Reduce operational complexity and unlock real-time transcription and AI-powered next steps natively inside Salesforce.
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Good product overall
Great support staff, quick response and really helpful!
The support team is incredibly responsive.
We have been using Ingenius connector for a year now to connect our CTI with Salesforce Omni Channel. We are satisfied with this solution and with the support we get from Ingenius in the occasions when it is needed. The setup documents were well written and straight forward. It integrates seamlessly for most part with Salesforce and with the Genesys suite of products. Below are few issues which we are working with Ingenius and Salesforce to fix. Status Sync Issue - Agents must keep refreshing the browser every 5 mins in salesforce to ensure the Omni Channel Status and Genesys Status are in sync. We have issues were Agent shows Off Queue in Genesys but is Online in Salesforce Omni Channel Reporting Issue - Ingenius connectors creates multiple VC records in Salesforce if a call is not picked by the 1st agent. This creates issue in reporting and not able to use Salesforce for reporting on calls. Recording Issue - Caller voice is missing in the recording within Salesforce. We are told this will be fixed with the upgrade.
@Karna Shiva: yes the above features are still available in IG managed package. Please dm me if you would like more information regarding this