Connect every customer interaction to the right Salesforce context.
Genesys Adapter for Salesforce brings interaction handling and customer information together in one agent experience.
Built on Salesforce Open CTI, the adapter connects Genesys Workspace with Salesforce for screen pops, click-to-dial and automatic activity logging.
GENESYS CLOUD/ WORKSPACE
SALESFORCELightning & ClassicWhat is the Genesys Adapter for Salesforce?
The Pointel Solutions Genesys Adapter for Salesforce is a ready-to-deploy Salesforce CTI integration that unifies and automatically synchronizes Genesys Workspace with Salesforce. Built on Salesforce Open CTI, it brings Genesys interaction controls into Salesforce and uses interaction data to find, open and update the right Salesforce records.
Because it's an off-the-shelf product rather than a custom build, it avoids the cost, time and risk of developing and maintaining an in-house Genesys Salesforce integration. Pointel Solutions can also help with the wider project through its Genesys implementation and CRM services.
Interaction handling, scripting and centralized configuration at the Genesys CME level.
Open CTI integration with JavaScript and Apex packages installed in Salesforce.
Common Genesys and Salesforce integration challenges
When interaction management and CRM live in separate applications, every call takes longer, the cost per interaction rises and customer satisfaction drops.
Switching between screens
Agents move between the Genesys desktop and Salesforce on every interaction.
Manual caller lookup
Agents search for the customer while the caller waits.
Manual activity logging
After-call notes are typed by hand, or missed, leaving gaps in the record.
Costly custom integration
Building and maintaining an in-house connector takes budget, time and specialist skills.
Genesys Salesforce integration features
Everything agents need to serve customers from Salesforce, configured centrally by your administrators.
Screen pop
Open the matching case, contact, lead or other Salesforce object, including custom objects, as the interaction arrives.
Click-to-call
Start outbound calls directly from Salesforce, without typing numbers.
Automatic activity creation
Create Salesforce activity records when the interaction ends, including custom fields.
Custom-field search
Find the right record using custom fields as well as standard ones.
Omnichannel support
Inbound and outbound voice, eServices, Enterprise Workload Management (EWM), SMS and social channels.
Centralized configuration
Manage settings at the Genesys CME level, so changes are made once and applied consistently.
Customizable screens
Tailor screens and pop rules to your own business processes.
Open CTI and scripting
Open CTI integration with JavaScript and Apex packages, plus scripting to create or update interactions in Workspace.
How a Genesys call reaches Salesforce
An inbound call, from ring to logged activity, in five steps. Click any step, or press play.
Interaction data from Genesys is passed to Salesforce with the call.
Illustrative walkthrough. Names, values and screens are examples.
Genesys and Salesforce use cases
Customer service
Pop the customer's contact and open cases so agents start every call with context.
Sales and outbound calling
Call leads and contacts with one click and log every attempt automatically.
Case management
Open the related case and record the outcome against it when the interaction ends.
Digital channels
Handle chat, email, SMS and social interactions from the same Salesforce desktop.
Back-office work items
Distribute and track Enterprise Workload Management tasks alongside customer interactions.
Accurate CRM reporting
Complete activity records, including custom fields, give managers a reliable history.
Benefits of Genesys and Salesforce integration
Shorter time to resolution
Near-instant caller lookup and automatic data sync help reduce call handling time.
Agents always up to date
Recent interactions and their outcomes are visible as soon as the call connects.
Less manual data entry
Automatic activity creation means less time reporting and more time with customers.
Faster outbound calling
Click-to-call removes manual dialing and misdialed numbers.
Lower integration cost and risk
An off-the-shelf adapter avoids building and maintaining a custom integration.
Better return on your platforms
Get more from your Genesys and Salesforce investments by using them together.
Easy to administer
Changes are centralized and flexible through configuration, so administrators can adjust screen pops, search rules and logged fields without new development.
Genesys Adapter for Salesforce FAQ
Does the adapter work with Salesforce Lightning and Classic?
Yes. It offers Salesforce Lightning and Classic users a unified customer information and interaction experience.
Is it a Salesforce Open CTI integration?
Yes. It's based on Salesforce Open CTI, with JavaScript and Apex packages installed in Salesforce and Apex classes for interacting with Salesforce data. On the Genesys side it works with Genesys Workspace.
Which Salesforce records can pop?
Cases, contacts, leads and other Salesforce objects, including custom objects. Which object pops, and how records are matched, is set in the adapter's configuration.
Which channels are supported?
Inbound and outbound voice, eServices, Enterprise Workload Management (EWM), SMS and social channels.
Are activities logged automatically?
Yes. The adapter can create Salesforce activity records automatically when an interaction ends, including custom fields.
How is it configured and maintained?
Configuration is centralized at the Genesys CME level, so changes are made in one place. Screens can be customized to match your business processes.
Why choose an off-the-shelf adapter over a custom integration?
A packaged, production-ready adapter cuts the cost, time and risk of developing and maintaining an in-house integration, and follows established integration best practices.
Related Pointel solutions
Request a Genesys Adapter for Salesforce demo
See it with your own Salesforce objects. In a short demo we'll cover:
- Screen pops for your cases, contacts, leads or custom objects
- Click-to-dial and automatic activity logging
- How configuration and screens would be set up for your processes
Talk to Pointel Solutions
Tell us about your Genesys and Salesforce environment and we'll arrange a demo.
Request a demo