Traditional Contact Centre as a Service (CCaaS) and CRM system integrations begin simply enough. You need to connect customers to agents using aspects of those two systems. But as operations grow and more departments contribute to your customer experience (CX), the required tech stack and integration can become extremely complex.
These cobbled-together solutions hinder growth and efficiency; prevent carry over of customer context from one channel to another; lack unified data and analytics; and force departments to adapt their own siloed customer engagement — worsening the problem. Instead, it’s time to consolidate your customer and employee experiences into a single, unified solution.
This jointly released solution natively combines a unified, artificial intelligence (AI)-powered agent workspace in Salesforce Service Cloud with enterprise contact centre and workforce engagement management (WEM) capabilities from the Genesys Cloud CX® platform. From a single orchestration engine in Genesys Cloud®, design deeply connected, end-to-end experiences fusing data, AI and channels from both platforms. Bidirectional, pre-integrated data and a common schema eliminate data blind spots; enrich and connect Genesys and Salesforce AI; and improve personalisation.
