CX Cloud from Genesys and Salesforce
This jointly released solution natively combines a unified, artificial intelligence (AI)-powered agent workspace in Salesforce Service Cloud with enterprise contact center and workforce engagement management (WEM) capabilities from the Genesys Cloud CX® platform. From a single orchestration engine in Genesys Cloud®, design deeply connected, end-to-end experiences fusing data, AI and channels from both platforms. Bidirectional, pre-integrated data and a common schema eliminate data blind spots; enrich and connect Genesys and Salesforce AI; and improve personalization.
Benefits include:
- Eliminate application switching and increase agent efficiency
- Improve CX personalization and customer satisfaction
- Consolidate systems and lower costs
- Reduce the development burden on your IT and analyst teams
- Strengthen and expand your global footprint
- Build a supportive culture that helps retain employees