Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact centre and CRM systems to deliver a personalised customer experience.
Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-to-dial capability.
Your organisation benefits from faster implementation times decreased costs and the smooth flow of information between the contact centre and the rest of your enterprise.
Automated record display and activity update
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Automated record display and activity update
Sales and customer service representatives need immediate access to customer data for a speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalise every interaction.
Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record.
An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email
content (where applicable).
Embedded user interface
For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models.
Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces the average handle time and facilitates quick, accurate response.
The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability.
Ease of implementation and routing
Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.
