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 in Service Cloud and includes the following packages: CX Cloud, Core Services for Salesforce Service Cloud; CX Cloud, Voice for Salesforce Service Cloud; CX Cloud, Digital and AI for Salesforce Service Cloud; and CX Cloud, WEM for Salesforce Service Cloud.

Overview

Review the requirements and purchase appropriate licenses for Genesys Cloud.

Install and configure the package

Create and configure an app in Salesforce to install and manage packages for the core services, voice and WEM.

Create and set up the contact center

Create and manage your contact center in Salesforce.

Set up WEM activity view

Set up agent activity view to see various data directly related to schedule, tasks, and performance.

Set up digital and AI for Salesforce Service Cloud

Install and set up the CX Cloud, Digital and AI for Salesforce Service Cloud package.

Genesys Cloud CX Utility 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.