CX Cloud from Genesys and Salesforce is a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud. The integration brings the voice, digital, and CRM data from Genesys Cloud into Service Cloud Voice. It allows you to connect Genesys Cloud as a contact center and includes the following packages for Salesforce Service Cloud Voice: Core Services, Voice, Digital and AI, WEM, External Routing, and Outbound Campaign Management.
Review the requirements and purchase appropriate licenses for Genesys Cloud.
Install the CX Cloud from Genesys and Salesforce package and set up the Salesforce environment for the contact center.
Create and configure contact centers in Salesforce with Genesys Cloud as Partner Telephony setup.
Administrators can customize the integration to use more advanced features.
Administrators can set up and incorporate AI-powered tools such as Agent Copilot in the contact center Lightning app. This tool helps agents to enhance productivity and provides guidance.
The integration allows you to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce using the Outbound Campaign Management for Salesforce Cloud package. The Outbound Campaign Management for Salesforce Cloud uses campaigns, campaign members, campaign settings, and campaign schedules in Salesforce and syncs campaign data between your Salesforce and Genesys Cloud organizations.
Set up agent activity view to see various data directly related to schedule, tasks, and performance.
Install and set up the CX Cloud, Digital and AI for Salesforce Service Cloud package.
Configure Genesys Cloud custom components in your contact center for the agents to use during interactions in the Service Cloud Voice console.
Use the CX Cloud, External Routing for Salesforce Service Cloud package to route the Salesforce message and email-to-case through Genesys Cloud.
Leverage the Omni-Channel and Genesys Cloud CX Utility widget to effectively manage incoming and outbound calls. Develop expertise on how to use the different contact center components to handle customer interactions.
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