Innovate with global leaders in CX and CRM

Take your customer experience to the next level with Genesys and Salesforce

Genesys and Salesforce

Building the next generation of CX together

Genesys and Salesforce are disrupting the industry by unifying the leading AI CRM and global leader in Contact Center as a Service (CCaaS). Together, we help businesses bring together data, agents, bots and communications channels for smarter end-to-end customer and employee experiences. While our new strategic collaboration and solution signifies a significant milestone and investment in our partnership, Genesys and Salesforce have been successfully working together to implement and support hundreds of common customers for over a decade.

Eliminate application switching and increase agent efficiency

Unify relationship and engagement data to create a single, holistic customer view.
Empower your agents with all the AI assistance they need to meet KPIs.
Build a supportive company culture that retains talent.

Improve CX personalization and customer satisfaction

Give agents a complete view of customer data to resolve issues faster and improve customer satisfaction.
Design end-to-end experiences encompassing data, bots and channels from both platforms.
Foster brand loyalty with consistent, personalized interactions across channels.

Consolidate systems and lower costs

Reduce development burdens with pre-integrated data and a common schema.
Eliminate point solutions and strengthen your tech stack with the best of both platforms.
Gain unmatched platform availability, scalability and security.
Achieve faster time to value with prebuilt, packaged integrations.

Quick facts

About: Genesys and Salesforce

Partnership type: Global strategic alliance

Focused solution:

CX Cloud from Genesys and Salesforce

Alliance benefits summary:

Benefit from a Genesys and Salesforce shared product roadmap that ensures commitment to an aligned vision and continuous evolution in the customer experience (CX) space.
Mitigate risk by partnering with two Gartner® Magic Quadrant™ solution providers with proven success.*
Get best-in-class service, implementation and technical assistance from two companies working together.

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“Embracing CX Cloud from Genesys and Salesforce is more than a transition; it’s a leap into a future where innovation meets efficiency. Replacing OpenCTI, this integration seamlessly intertwines with Salesforce omni-channel, promising a transformative impact that redefines our customer experience landscape.”

Philip Hagenfeldt

Commercial System Lead, Benify

Read the story

Integrating Genesys is easy

Salesforce customers can seamlessly integrate Genesys into their existing processes and workflows

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Transform your customer experience with Genesys and Salesforce

With Genesys and Salesforce, you can power deeply connected, end-to-end experiences with a cloud system built directly into your CRM. Schedule a demo today to learn more.

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Source: Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.