Genesys Salesforce CTI Integration: Empowering Agents To Deliver Faster Solutions

Salesforce is a prominent CRM but what if its capabilities get supercharged and allow delivering more personalized solutions by receiving and making calls, with a single click? That would surely reduce an agent’s work.

Contact center agents and individuals associated with the industry would resonate with this. A Salesforce telephony integration is powerful enough to bring the Genesys Pure Connect to your screen. This will eliminate the need for toggling between screens to seek relevant customer information.

By using a Salesforce CTI connector for Genesys, everything would lie in its place — magically! Wait, there’s more because its screen pop feature will bring the customer data on the screen in a consolidated way. General information like customer details, purchase history, etc, would be at your fingertips for delivering a personalized solution.

If you’re prattling over Salesforce CTI integration for Genesys Pure Connect, let’s get this talking done & understand more about it.

Genesys Integration with Salesforce: Quick Understanding

Sir Benjamin Franklin once said, “A good example is the best sermon”. Let’s understand Genesys integration with Salesforce using an example from real life.

An agent gets innumerable calls every day and has to toggle between screens to muster customer information that leads to a contextual interaction. This time-consuming task often ends up in a state of confusion.

This is where the Salesforce CTI connector enters the picture and changes the scenario.

Now, the agent can perform efficiently as he can answer/hang up calls with a single click. He now doesn’t need to switch between screens as the customer information pops up on the screen itself. This helps the agent to greet the customer for an engaging & contextual conversation.

Ultimately, the Salesforce CTI integration with Genesys Contact Center helps the agent elevate his performance & CSAT score with a single click.

Top Benefits of Genesys Salesforce Integration

Here’s a quick look at some top benefits agents can enjoy after integrating the Salesforce CTI connector with Genesys PureConnect, PureCloud, and PureEngage.

Increased CSAT Score

Answering calls by addressing the caller with a name initiates immediate personalization as it fosters recognition. The Genesys CTI Salesforce integration has been designed in a way to display the information on the agent’s workspace.

This helps the agent not just to greet the customer, but gain deeper insights about all previous interactions with the customer.

Boosts Agent Performance

Connecting to the previous point, it becomes easier to foster recognition for the agent to initiate a fruitful interaction. This allows the agent to apprehend the customer’s situation even better for offering the right solution that contributes to productive agents.

Cost Savings

A Salesforce telephony integration eliminates the need for a physical phone. This allows agents to initiate calls right from the CRM screen including functions like hold, mute, and hang up. With these features available, agents can be more productive.

Conclusion

Integrating Salesforce CTI with Genesys Contact Center can improve the way of interaction with customers and help them focus more on essential factors of customer service.

NovelVox is a trusted name in the CX solution industry. With an experience of 14 years and counting, it has been the torch-bearer for developing customer-centered applications for delivering top-notch customer experience & service across sectors.