About CX Cloud from Genesys and Salesforce

AI-generated summary

Genesys Cloud integrates with Salesforce Service Cloud through CX Cloud, a unified AI-powered contact center solution that combines voice, digital, and CRM capabilities into a cohesive platform. The integration is delivered through specialized packages including Core Services, Voice, Digital and AI, Workforce Engagement Management (WEM), External Routing, and Outbound Campaign Management, each addressing specific operational requirements. Technical implementation requires OAuth setup, remote site configuration, and bidirectional communication protocols to synchronize campaign data, call attributes, and customer information between systems. Installation involves deploying the CX Cloud package, configuring remote site settings, creating Lightning apps, and establishing OAuth settings, with considerations for license purchases, inactivity timeout settings, and HIPAA compliance requirements. The Voice package enables contact center creation and voice interaction management, with synchronization of VoiceCall attributes and after-call work data. Agent capabilities are enhanced through customizable Lightning app components including Queue Stats, Interaction Record Utility, Voice Transcript, Agent Performance Stats, and Agent Copilot, which provide screen pop capabilities, AI-assisted decision support, advanced scripting, and multi-channel communication across voice, digital, and messaging channels. Agents can manage Omni-Channel interactions, activate queues, control calls, conduct conferencing, view queue statistics, schedule callbacks, and process after-call work through the Service Cloud Voice console. WEM activity monitoring provides supervisors and agents with visibility into schedules, tasks, and performance metrics to support planning and productivity. Omni-Channel queue management enables intelligent routing and callback scheduling capabilities. Outbound Campaign Management allows organizations to create and manage dialing campaigns within Salesforce with full data synchronization of campaign data, members, settings, and schedules. External Routing manages Salesforce Case objects, Email-to-Case inquiries, and Messaging Sessions through Genesys Cloud's routing engine, though Legacy Chat and certain Salesforce object types are not supported. Digital engagement is supported through two approaches: the BYOC for CCaaS package using native Salesforce Messaging objects with AI capabilities, and the Digital and AI package supporting Genesys Cloud channels including Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging. Setup requires configuring agent permissions, custom permissions in Salesforce, External Routing integration in both platforms, and digital messaging experiences, with comprehensive documentation provided for installation, configuration, and agent operational procedures.

CX Cloud from Genesys and Salesforce is a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud. The integration brings the voice, digital, and CRM data from Genesys Cloud into Service Cloud Voice. It allows you to connect Genesys Cloud as a contact center and includes the following packages for Salesforce Service Cloud Voice: Core Services, Voice, Digital and AI, WEM, External Routing, and Outbound Campaign Management.

Overview

Review the requirements and purchase appropriate licenses for Genesys Cloud.

Install and configure the package

Install the CX Cloud from Genesys and Salesforce package and set up the Salesforce environment for the contact center.

Create and set up the contact center

The Voice package enables partner telephony setup for Salesforce Voice. It allows organizations to create and configure contact centers, manage voice interactions, and synchronize interaction data such as VoiceCall attributes and after call work.

Advanced setup (customization)

Administrators can customize the integration to use more advanced features.

AI experience

Administrators can set up and incorporate AI-powered tools such as Agent Copilot in the contact center Lightning app. This tool helps agents to enhance productivity and provides guidance.

Set up campaign management

The Outbound Campaign Management allows organizations to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce. It synchronizes campaign data, members, settings, and schedules between Salesforce and Genesys Cloud for a more unified outbound workflow.

Set up WEM activity view

The WEM for Salesforce Service Cloud package brings workforce engagement visibility into CX Cloud. It helps supervisors and agents access schedule, activity, task, and performance-related insights within the Salesforce experience to support planning, adherence, and productivity.

Configure BYOC for CCaaS

The BYOC for CCaaS package provides the components required for digital engagement using the native Salesforce Messaging object. This solution enables digital interactions to benefit from AI capabilities from both Genesys and Salesforce.

Set up Digital and AI for Salesforce Service Cloud

The Digital and AI package provides the components required for digital engagement through supported Genesys Cloud digital channels, including Genesys Cloud Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging. It does not require the native Salesforce Messaging object. The package also provides access to CX Cloud AI capabilities, such as Agent Copilot and voice transcript components, to improve productivity and customer outcomes.

Configure Genesys Cloud custom components

Configure Genesys Cloud custom components in your contact center for the agents to use during interactions in the Service Cloud Voice console.

Configure External Routing for Salesforce Service Cloud

Use the CX Cloud, External Routing for Salesforce Service Cloud package to route the Salesforce message and email-to-case through Genesys Cloud.

Note: External Routing supports the Salesforce Case object, including Email-to-Case and Messaging Sessions for . It does not support Salesforce Legacy Chat or other Salesforce object types.

Get started for agents

Leverage the Omni-Channel and Genesys Cloud CX Utility widget to effectively manage incoming and outbound calls. Develop expertise on how to use the different contact center components to handle customer interactions.

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