Genesys Cloud & Salesforce

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Integrations

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World Class
Customer Experiences
Complementary visions centered around your customer

Accounts Journey Analytics

Contacts Workforce

Cases Channels

Insights Orchestration
 Genesys – Salesforce integration options
Use Salesforce CRM as the primary enesys Cloud CX for
agent interface via an Open CTI Salesforce CTI
integration
Use Salesforce Service Cloud as the Genesys Cloud for Salesforce -
primary agent interface via a native Service Cloud Voice
integration (BYOT)
Use Genesys as the primary agent UI API integration with
and access SFDC data through our Salesforce CRM
APIs.
Genesys and Salesforce FAQ
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Choose your preferred integration method

Open CTI Highlights:

Embed Genesys Cloud Agent UI elements into
the Salesforce UI Delivered as a pre-packaged integration, seamlessly inserted
into Service Cloud, Lightning Experience, Salesforce Omni-
Channel and High Velocity Sales

Creates a unified desktop experience with all the context

agents need to deliver personalized experiences that show
empathy, build trust and earn loyalty

Based on the Salesforce Open CTI APIs

Mature integration with continuous development since 2016

Fully documented on Genesys Cloud Resource Center

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Choose your preferred integration method

Service Cloud Voice (BYOT) Highlights:

Genesys Cloud powers the standard
Delivered as a pre-packaged integration, seamlessly
Salesforce Agent UI integrated into Service Cloud’s native UI

Creates a single pane of glass desktop experience for agents

through Salesforce UI

Integration coming soon – Limited Availability

Capabilities at GA include:
Manage ACD Calls
Customized Screen Pops
Call Transfers
After-call Work (ACW)
Calls on behalf of queue
Call Recording
Salesforce SSO

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

 Features BYOT (GA TBD) Open CTI

Service Cloud, Lightning Experience,

Available platforms Service Cloud
Omni-Channel, High Velocity Sales

Contact Center – Basic

Inbound voice | Interaction Routing | IVR | Generic outbound

Contact Center – Advanced

Callbacks | ACD Voicemails | Queued outbound | Digital channels

Agent – Basic
SSO | Screen pop | Call/Task logging | Click-to-dial

Agent – Advanced Custom stations &

Transfers available
Scripting | Canned responses | Custom stations | Transfers

Quality Mgmt – Basic Limited ACW, and wrap-up

code capabilities
Call recording | After call work | Warp-up codes

Quality Mgmt – Advanced Real-time transcription

available
RT transcription | Secure pause | Screen recording

Genesys AI
Predictive routing | Predictive engagement | Agent assist

Salesforce AI Available via Lightning

components
Einstein NBA | Einstein Knowledge | Einstein bots

Security & Compliance

SOC | HIPAA | PCI | FedRamp

Genesys Future Development

Thank you