Genesys Salesforce CTI Connector
Enable Genesys Agents to Work Directly Inside Salesforce
Give agents direct access to Genesys call controls within Salesforce so they can handle customer interactions faster, eliminate screen switching, and focus on delivering context-rich customer experiences.
The Genesys Salesforce CTI Connector embeds Genesys telephony capabilities directly inside Salesforce, allowing agents to manage calls, access customer information, and complete interaction-related tasks end-to-end from a single workspace.
Bring Genesys Call Control Into Salesforce
Customer service teams often rely on multiple applications to handle a single customer interaction. Agents move between Genesys, Salesforce, and supporting business systems to gather information, manage cases, and complete service requests.
The Genesys Salesforce CTI Connector brings Genesys call handling capabilities directly into Salesforce, helping agents focus on customer conversations while reducing cross-system navigation.
By combining interaction controls and customer context within a single interface, organizations can improve efficiency, consistency, and service quality across every interaction.
Key Capabilities
Embedded Genesys Call Controls in Salesforce
Manage inbound and outbound interactions directly within Salesforce using an integrated Genesys softphone experience.
Automatic Screen Pop
Present relevant customer records automatically based on interaction data, helping agents identify customers and respond faster.
Click-to-Call
Initiate calls directly from Salesforce contacts, leads, accounts, and cases without manually dialing numbers.
Call Logging and Activity Capture
Automatically capture interaction details within Salesforce to improve documentation accuracy and reduce after-call work.
Intelligent Customer Identification
Help agents quickly locate customer information and access the records needed to resolve requests efficiently.
Context-Aware Customer Service
Provide agents with immediate visibility into customer history, open cases, account details, and previous interactions while handling conversations.
Reduced Screen Switching
Keep agents within Salesforce throughout the interaction, minimizing application hopping and improving workflow efficiency.
Governed and Controlled Access
Support role-based access to customer information, aligned to your organization’s access policies.
Benefits of Genesys Salesforce CTI Connector
Reduce manual effort by bringing Genesys interaction controls and Salesforce customer information into a single workspace.
Enable agents to identify customers quickly, access relevant information faster, and complete interaction-related tasks more efficiently.
Provide agents with the context needed to deliver personalized, informed, and consistent customer interactions.
Automatically capture interaction activity and reduce reliance on manual updates and duplicate data entry.
Deliver a familiar Salesforce-centric experience that simplifies training and improves day-to-day usability.
Purpose-Built for Genesys Contact Centers
The Genesys Salesforce CTI Connector integrates Salesforce with Genesys contact center platforms to create a streamlined agent experience.
Organizations can leverage their existing Genesys and Salesforce investments while improving interaction handling, agent efficiency, and customer service operations.
Why NovelVox
For 17+ years, NovelVox has helped enterprises improve customer interaction workflows through purpose-built contact center connectors.
With 250+ customers and 1,000+ installations across industries, NovelVox enables organizations to reduce operational friction, improve agent experiences, and improve customer interaction outcomes with reliable integration between contact center platforms and business applications.
See Genesys Salesforce
CTI Connector in Action
Discover how the Genesys Salesforce CTI Connector helps agents manage customer interactions more efficiently while working directly inside Salesforce.
