71%
of CX leaders prioritise a customer experience platform that integrates systems
“The State of Customer Experience,” Genesys, 2023
Great customer experiences require an interconnected ecosystem and an organisation working in unison. Genesys Cloud is designed to accelerate your time to market and maximise your investments in existing technologies by easily connecting your contact centre to other business-critical systems. Embed key functionality and exchange data with a rich set of open APIs, simple integration methods and an expansive ecosystem of prebuilt solutions and applications.
Unlock a world where deep integration meets simplicity, enhancing both customer and employee journeys as well as customer satisfaction. Browse our expansive app marketplace, effortlessly integrate popular CRM and UCC solutions, and use powerful APIs with Genesys Cloud — your partner in creating meaningful, future-ready connections.
Expand the horizons of your customer experience capabilities with an unparalleled breadth and depth of applications and integrations. Explore over 500 apps available in our AppFoundry® Marketplace, ready to quickly support your unique processes and use cases. Our extensive integrations — encompassing CRM systems, phone systems, UCCs and other essential platforms — create a connected customer experience (CX) ecosystem that harmonises data and workflows, ensuring that your customer engagement is informed, intelligent and versatile.
Explore our vast ecosystem of pre-built integrations and apps, many offering automated free trials and effortless one-click installations. Genesys Cloud emphasises user-friendly experiences, ensuring both IT and business users can explore and harness the power of our apps without any fuss. And premium apps are quoted and billed directly by Genesys, which keeps things simple and lets you focus on the tools that will help you orchestrate new levels of personalised customer service.
In a world where every customer interaction matters, bringing your favorite CX apps to your front line, including popular CRM and UCC tools, ensures your call centre agents will have all the context and support they need. Equip your agents with a unified desktop, providing omnichannel interaction controls and customer context. Our CRM system integrations consolidate and automate routing rules and other workflows, enabling your team to save time and enhance data accuracy, while UCC integrations foster efficient intra-organisational collaboration, so customer inquiries can be resolved with unprecedented speed and accuracy.
Championing an API-first approach, Genesys Cloud unlocks limitless potential for developers to fashion innovative, custom solutions. With over 3,000 APIs, all public by default, your developers can explore, test and implement a wide spectrum of functionalities, tailoring the platform to meet your unique business needs. Through our Developer Centre, you have access to a multitude of dev tools, including platform and mobile SDKs, embeddable frameworks and more — all designed in modern programming languages to hasten your innovation agenda and shorten time-to-market.
Transform your customer experience journey with versatile applications and extensive integrations. Don’t let technology gaps hinder your customer service; bridge them with cloud contact centre solutions that seamlessly extend the power and utility of Genesys Cloud. Elevate every interaction and empower your agents by placing the tools they need at their fingertips. Schedule a demo today to discover how our open APIs and extensive roster of third-party integrations can help you customise a future-ready cloud-based call centre.
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An integrated call centre connects inbound and outbound calling with a variety of other technologies to provide a better experience for customers and make call centre agents’ jobs easier. Integration does more than just help handle phone calls. It helps agents manage customer interactions across all channels, from inbound calling and phone support to text messages, chat and more. An integrated call centre pulls in customer data from all over the business, from sales teams’ CRM inputs to the products a customer has shopped for, to give agents the information they need to help.
Call centre integration streamlines operations by connecting technologies and communication channels into a unified system. This allows call centre agents to manage customer calls far more smoothly, providing capabilities ranging from accessing customer data from various parts of the business quickly and easily to call monitoring for later training and assessment. An ideal solution enhances efficiency, provides agents with quick access to vital customer information and promotes a seamless customer experience across various platforms.
A customer relationship management (CRM) system manages and analyses customer data and interactions to improve business relationships. A contact centre directly handles customer interactions and service across various communication channels, such as incoming calls and emails.
The main difference is that a CRM is a tool that a business may use to help improve a customer’s experience, while the contact centre is one of the venues where that customer experience takes place. In fact, customer service agents working in a contact centre often use data sourced from CRM systems in the process of assisting customers in need — anything from a phone number needed to call back after a bad cell connection to a customer’s purchase history.
A call centre app is a software application that supports call centre operations. It often includes features such as call routing, call recording, performance analytics and integrations with other systems, such as a CRM system or help desk software. Some apps may also offer capabilities for handling other channels, like email, live chat or social media.
When a call centre software platform is designed to integrate with your company’s data, it seamlessly connects to the platforms where that data is recorded and stored — like a CRM system — and allows call centre agents to access relevant data to the customer interaction they’re engaged in. In some cases, the best virtual call centre software can go even further, using artificial intelligence (AI) to surface the right data at the right time so the agent doesn’t have to hunt it down.
The specific integrations that will be most helpful for a business will depend on the specific needs of that business. No two situations are identical, and there isn’t a one-size-fits-all answer that’s right for every business. That said, there are a few integrations that will provide the biggest benefits more often than not.
In almost all cases, integrating your CRM within your contact centre software is going to be helpful. When a customer calls for help, they want that help to be delivered as quickly and painlessly as possible. The more information your customer service agents have about individual customers who contact you, the more quickly they can solve customer issues. The CRM contains a wealth of information about the customer’s interactions with your brand, from start to present, and integration within the right call centre software puts that info at the agent’s fingertips.
Also, integrating your call centre solutions with unified communications and collaboration (UCC) platforms makes communication including video conferencing easy. Not only can customers converse with agents, but agents can communicate with colleagues across the organisation to get support and information as needed.
Finally, bot and AI integration can be a supercharger for your customer service offerings as well. A chatbot presence means that you can provide a level of support for your customers 24/7/365 without demanding any more from your agents and staff. Integrating your bot instance within your call centre software allows the bot to access more information and do more, while also providing agents with valuable information about what customers need, what they’re asking the bot and what they’re not getting from the bot.
