Genesys, a worldwide leader in the sphere of customer experience and omnichannel solutions, recently announced that they would be upgrading their omnichannel routing engine. Genesys is currently responsible for powering over 25 billion of the world’s most compelling customer experiences each year, and the new integration with Salesforce Service Cloud Lightning should help to enhance that.
According to press releases, the omnichannel availability of the Genesys experience will allow customers to benefit from new opportunities to automate and control customer journeys through text, web chat, email, and phone calls too.
What Does the New Integration Mean?
By integrating their omnichannel solution with the Salesforce Service Cloud Lightning system, Genesys is ensuring that client data can be easily shared across both platforms. This means that users can enjoy integrations from both environments, removing friction points and blind spots in the employee and customer experience (CX). Throughout any customer interaction, agents will be able to maintain context and interaction history to provide a more personalised experience.
The integration between Salesforce and Genesys comes with features like:
- Integrated User Experience Management: Genesys can now allow users to tap into the efficient and speedy “Salesforce Lightning” experience. What’s more, because everything is situated on a single UI, this provides a single-pane-of-glass experience for agents
- Advanced Customer Journey Management: As customer experiences emerge as the most crucial differentiating feature for any brand, the connection between Genesys and Salesforce will allow for more comprehensive management of any conversation, regardless of whether it occurs over the phone, or online
- Omnichannel native routing: Users will be able to tap into Genesys routing to orchestrate the perfect omnichannel engagement strategies across all self-service channels. Customers will be empowered with the opportunity to choose which channels they leverage from each platform
A Customer-Focused Collaboration
According to the Chief Marketing Officer at Genesys, Merijn te Booij, the fact that Salesforce customers can now make the most of the advanced omnichannel solutions on Genesys ensures that they have access to the best customer experience solutions. The latest Salesforce integration represents how Genesys hopes to provide stronger connections between brands and their customers at every touchpoint.
Alongside the features mentioned above, the connection between Genesys and Salesforce will create a platform with smart automation features, IoT enablement, asynchronous messaging abilities, and artificial intelligence (AI).
