About the Genesys Cloud embedded clients
Genesys Cloud offers a range of integration options to extend its contact center capabilities into other enterprise systems. Its embedded clients are variants of Genesys Cloud contact center services that run within third-party applications or as browser extensions for use with any web-based app. Using the Genesys Cloud Embeddable Framework, organizations can also build custom integrations tailored to their environments. These integrations support various interaction types and functionality such as click-to-dial, screen pop, call forwarding, and scripts.
For organizations seeking deeper alignment between customer engagement and business operations, Genesys Cloud also provides strategic CRM integrations with platforms like Salesforce and ServiceNow. The integration solutions, CX Cloud from Genesys and Salesforce and Unified Experience from Genesys and ServiceNow, go beyond UI-level embedding to enable intelligent routing, advanced case management, and workflow-driven interaction handling capabilities that significantly enhance agent productivity and reduce resolution time.
Third-party systems
Use Genesys Cloud with third-party systems, such as Salesforce, Microsoft Teams, or Zendesk.
Browser extensions
Use Genesys Cloud with one of our Genesys Cloud browser extensions.
Genesys Cloud Embeddable Framework
If you want to integrate Genesys Cloud with other systems and tools, develop an integration using the exposed actions and methods. Then deploy the integration either to your Genesys Cloud organization for private use or to the AppFoundry for public use.
Strategic CRM integrations
While Genesys Cloud embedded clients offer lightweight, UI-level integrations within third-party CRMs, strategic partnerships such as those with Salesforce and ServiceNow deliver deeply integrated, co-engineered solutions that combine Genesys Cloud’s interaction capabilities with native CRM workflows, significantly improving agent efficiency and accelerating resolution time.
