Genesys Salesforce CTI Integration
Proud Partners :
15+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Maximize agent productivity for Genesys
Contact Center with Salesforce CTI Connectors.
Synchronized Caller Experience within Salesforce
- Access customer details without switching between multiple screens
- Address customer queries contextually & facilitate agent automation with screen pop, screen transfer, associate record, automated call logging, call disposition, etc.
Elevate Agent Performance with Productivity Add-ons
- Organize, categorize, and manage information with an up-to-date and easily accessible Knowledge Base.
- Resolve tickets without going back and forth on emails with an integrated Case Management
- Boost agent’s morale with transparency into performance metrics via interactive Agent Dashboard for Genesys CTI in Salesforce.
Performance Monitoring
& Reporting
- Get insights into agent performance with automated call logging
- Supervisors can check agents' state - ready, talking, etc., and jump into live conversations to guide them
- Aid supervisor monitoring with barge-in, silent monitoring, agent state change, and whisper-in
- Optimize call volume management with team and queue statistics
Streamlined Workflows with Pre-built Integrations
- Compatible with Salesforce Classic and Lightning
- Support Genesys Cloud Salesforce integration embeddable Framework for omni-channel engagements
- Integrations are available for Salesforce Service Cloud, Sales Cloud, Marketing Cloud, Commerce Cloud, Experience Cloud, Analytics Cloud, Financial Services Cloud, Health Cloud, and High-Velocity Sales.
- Compatible with Genesys Cloud, Engage, and Connect.
- Utilize 3rd party app integrations readily available for Salesforce.
Are your agents missing out on cross-sell and upsell chances?
FAQ
The integration embeds a unique CTI interface offering key call controls and caller information (from Genesys phone system) right inside the Salesforce environment. This allows agents to receive, handle, and wrap-up customer interactions from within Salesforce.
The key caller information is fetched from the telephony system and displayed in an optimized view on the agent’s screen. This empowers agents to know their callers in advance and enables them to deliver personalized experience.
S.No | Supported Versions_Salesforce | Supported Versions_Genesys |
1 | • Lightning & Classic • Salesforce Service Cloud • Sales Cloud • Financial Services Cloud • Health Cloud • High-Velocity Sales | • PureEngage • PureConnect • PureCloud |
What our customers say
Mohammed Yasin
Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.
Mark Coleman
We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.
Tim Nicholas
NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.
Audrey Hill
I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.
Managed Services
24/7 support
Dedicated Customer Success Manager
Training Portal
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