Overview of CX Cloud from Genesys and Salesforce

CX Cloud from Genesys and Salesforce is a unified contact center solution from Genesys and Salesforce. The integration combines Genesys Cloud CX with Salesforce Service Cloud and helps businesses to improve their customer experience and increase agent productivity. With CX Cloud from Genesys and Salesforce, organizations can improve customer personalization and reduce the development burden on IT and analyst teams. 

CX Cloud from Genesys and Salesforce integration brings together voice, digital, and CRM data, which provides the agents a comprehensive understanding of the customer interaction on the Salesforce Service Cloud console. The integration allows you to connect Genesys Cloud as a contact center in Service Cloud.

The integration 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.

The following illustration shows the integration setup: