Genesys Salesforce CTI Integration
Streamline call operations by integrating Genesys phone system into Salesforce.
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Deployments in 20+ Countries
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Retention Ratio
Maximize agent productivity for Genesys
Contact Center with Salesforce CTI Connectors.
Simplify agent workflows and improve average response time for Genesys Contact Center with Smart CTI Connectors embedded within the Salesforce environment. Enable contextual communication with a unified interface for call handling in real time.
Synchronized Caller Experience within Salesforce
Move beyond traditional telephony to uplift agent productivity with advanced Genesys Salesforce integration from NovelVox.
- 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
NovelVox offers a suite of productivity tools compatible with Genesys CTI integration with Salesforce, enabling agents to deliver a cohesive customer experience.
- 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
Salesforce CTI Connectors for the Genesys Contact Center help deliver exceptional service to both agents and customers.
- 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
NovelVox offers ready-to-use integrations with 100+ business apps, including core industry apps, ticketing, etc., and agent productivity tools with Salesforce to enhance Genesys Contact Center operations.
- 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?
Worry not! Our solutions can help you turn that around.
Map customer journeys to automate recommendations
and proactively suggest personalized offerings to
customers by pitching at the right moment.
Find more about our offerings in the attached use case.
FAQ
A technology that connects Genesys phone system with Salesforce CRM to enable agents to handle customer interactions without leaving the Salesforce screen.
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.
The benefits include delivering personalized customer experience, improving average handling times, optimizing contact center performance, and more.
Yes, it’s possible to have a custom CTI interface connecting your Genesys phone system with Salesforce. However, it may require additional servers, custom configuration charges, etc., depending upon the complexity of the integration. To check the feasibility of the integration for your business, get in touch with NovelVox Solution Experts.
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 |
Yes, it is. Salesforce CTI connector from NovelVox offers seamless integration with Genesys Cloud embeddable framework. The integration enables integrating email and chat capabilities (from Genesys Cloud) with Salesforce Lightning and Classic modes, hence empowering agents to handle omni-channel interaction from within the Salesforce environment.
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.
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