Last week’s Dreamforce 2024 event introduced the next generation of the CX Cloud from Genesys and Salesforce.
Until then, the offering pulled Genesys’s core contact center, voice, journey orchestration, and workforce engagement management (WEM) solutions into the Service Cloud environment only.
Yet, with this new announcement, the expanded CX Cloud from Genesys and Salesforce will make Genesys’ solutions available on Salesforce Sales, Health, and Financial Services Cloud, too.
As such, Genesys may reach more businesses in the healthcare and finance sectors. Additionally, it can better cater to another user type: sales teams.
After all, now Genesys’ solutions are available to them, Sales Cloud customers may leverage new capabilities such as outbound voice campaigns, proactive outreach, and automated lead prioritization.
Commenting on the news, Oliver Jouve, Chief Product Officer at Genesys, said: “Siloed channels, data, and departments have diminished quality customer service for decades, and together Genesys and Salesforce are working to change that.
“Joint customers can take advantage of this expanded, industry-first collaboration that goes beyond a simple telephony integration to take their customer and employee experience above and beyond.
By working with Salesforce and other enterprise platforms, Genesys is uniquely positioned to help organizations better synchronize customer data across systems and fuel the next generation of experience orchestration.
Indeed, it’s not only Salesforce that Genesys is working with to unify its CCaaS software with prominent CRM solutions. For instance, it also announced a similar partnership with ServiceNow earlier this year.
The primary benefit of these partnerships is unifying CCaaS and CRM data, centralizing it on a single platform, and having it power new CX AI use cases.
Yet, there are several other benefits, too, from streamlining user experiences to orchestrating journeys that leverage both Genesys AI and that of the CRM provider.
The next iteration of the CX Cloud from Genesys and Salesforce takes this further.
For instance, it allows CX teams to compose journeys that cross sales and service. With Einstein AI – and perhaps the new Agentforce platform – businesses may then automate these, too.
Then, consider the addition of Genesys’ solutions within Salesforce Health and Financial Services Clouds, which are prepackaged CRM environments for organizations in these sectors.
With Genesys operating within these environments, it can help funnel customer records, claims, and policy information into a single view on the agent desktop.
Moreover, it can help orchestrate, develop, and test sector-specific journeys, with or without the presence of a human agent.
However, whatever Genesys can deliver across these clouds, its purpose is becoming clearer: to be the CCaaS vendor that helps integrate data – regardless of the customer touchpoint – and use it to orchestrate every contact.
75+ Businesses Now Leverage the CX Cloud from Genesys and Salesforce
Alongside the expanded partnership, Genesys also revealed that more than 75 customers are currently leveraging the CX Cloud from Genesys and Salesforce offering.
These customers range from large enterprises to midmarket brands. Some of the former include AAA Washington, Colruyt Group, and a Fortune 500 global workplace tech provider.
While other customers have appeared on CX Today sharing their experiences (Benify and Valley Strong Credit Union), Jim Ryan, CIO at AAA Washington, voiced his approval of the platform’s potential last week.
“As part of a progressive strategy, we are embracing solutions that enable us to support our members digitally and strengthen that experience through our signature support from the AAA Washington team,” he stated.
We see CX Cloud from Genesys and Salesforce as a strategic solution that will help us realize this vision.
With the expansion, the vendors will undoubtedly hope to reach more customers with the offering, and its extended cloud and language support will also aid that mission.
Indeed, it’s now available in 20 Genesys Cloud regions – powered by AWS – and languages, including Chinese, French, German, Japanese, and Spanish.
For more on the CX Cloud from Genesys and Salesforce, check out our article: The CX Cloud from Genesys and Salesforce Is a Gamechanger. Here’s Why
