About CX Cloud from Genesys and Salesforce

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; CX Cloud, WEM for Salesforce Service Cloud; and CX Cloud, External Routing for Salesforce Service Cloud.

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

Create and configure contact centers in Salesforce with Genesys Cloud as Partner Telephony setup.

Set up campaign management

The integration allows you to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce using the Outbound Campaign Management for Salesforce Cloud package. The Outbound Campaign Management for Salesforce Cloud uses campaigns, campaign members, campaign settings, and campaign schedules in Salesforce and syncs campaign data between your Salesforce and Genesys Cloud organizations.

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.

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.

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.