About CX Cloud from Genesys and Salesforce

AI-generated summary

Genesys Cloud integrates with Salesforce Service Cloud through CX Cloud, a unified AI-powered customer experience and relationship management solution that consolidates voice, digital, and CRM data across multiple channels and touchpoints. The integration encompasses several specialized packages designed to extend Genesys Cloud capabilities within the Salesforce environment. The Voice package enables contact center creation and configuration with voice interaction management, supporting advanced features including screen pop, scripts, and AI-powered Agent Copilot to enhance agent productivity. Voice interactions synchronize data including VoiceCall attributes and after-call work between systems. The Digital and AI package provides access to supported Genesys Cloud digital channels including Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging, incorporating CX Cloud AI capabilities such as Agent Copilot and voice transcript components to enhance agent productivity and customer outcomes. Outbound Campaign Management allows organizations to create, manage, and view Genesys Cloud outbound dialing campaigns within Salesforce, synchronizing campaign data, members, settings, and schedules for unified outbound workflows, currently supporting voice outbound dialing campaigns. The Workforce Engagement Management (WEM) package provides supervisors and agents with schedule, activity, task, and performance-related insights within Salesforce to support planning, adherence, and productivity monitoring. The External Routing package enables routing of Salesforce messages and email-to-case through Genesys Cloud, supporting the Salesforce Case object, Email-to-Case, and Messaging Sessions for Salesforce Enhanced Chat. Agents utilize the Omni-Channel and Genesys Cloud CX Utility widget to manage incoming and outbound calls, perform phone login/logout, maintain persistent connections, schedule callbacks, and monitor queue statistics. Implementation requires installing the appropriate CX Cloud packages, configuring remote site settings and OAuth authentication, creating Lightning apps, and establishing contact center configurations. Requirements include appropriate Genesys Cloud licensing, OAuth client permissions, field mappings between Genesys Cloud interaction attributes and Salesforce custom fields, and compliance considerations for inactivity timeout and HIPAA standards. The platform provides comprehensive contact center components supporting multi-channel customer interactions, voicemail and recording access, callback responses, and after-call work processes, with integration guidance and support resources available through community forums.

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.

Overview

Review the requirements and purchase appropriate licenses for Genesys Cloud.

Install and configure the package

Install the CX Cloud from Genesys and Salesforce package and set up the Salesforce environment for the contact center.

Create and set up the contact center

The Voice package enables partner telephony setup for Salesforce Voice. It allows organizations to create and configure contact centers, manage voice interactions, and synchronize interaction data such as VoiceCall attributes and after call work.

Advanced setup (customization)

Administrators can customize the integration to use more advanced features.

AI experience

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.

Set up campaign management

The Outbound Campaign Management allows organizations to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce. It synchronizes campaign data, members, settings, and schedules between Salesforce and Genesys Cloud for a more unified outbound workflow.

Note: Campaign Management is currently available for voice (outbound dialing) campaigns only.

Set up WEM activity view

The WEM for Salesforce Service Cloud package brings workforce engagement visibility into CX Cloud. It helps supervisors and agents access schedule, activity, task, and performance-related insights within the Salesforce experience to support planning, adherence, and productivity.

Configure BYOC for CCaaS

The BYOC for CCaaS package provides the components required for digital engagement using the native Salesforce Messaging object. This solution enables digital interactions to benefit from AI capabilities from both Genesys and Salesforce.

Set up Digital and AI for Salesforce Service Cloud

The Digital and AI package provides the components required for digital engagement through supported Genesys Cloud digital channels, including Genesys Cloud Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging. It does not require the native Salesforce Messaging object. The package also provides access to CX Cloud AI capabilities, such as Agent Copilot and voice transcript components, to improve productivity and customer outcomes.

Configure Genesys Cloud custom components

Configure Genesys Cloud custom components in your contact center for the agents to use during interactions in the Service Cloud Voice console.

Configure External Routing for Salesforce Service Cloud

Use the CX Cloud, External Routing for Salesforce Service Cloud package to route the Salesforce message and email-to-case through Genesys Cloud.

Note: External Routing supports the Salesforce Case object, including Email-to-Case and Messaging Sessions for . It does not support Salesforce Legacy Chat or other Salesforce object types.

Get started for agents

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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