Businesses are constantly seeking ways to enhance their customer and employee experiences. Staying ahead of the curve often involves integrating various tools and platforms to create a seamless and personalized journey for customers. This collaboration between Genesys Cloud and Salesforce is set to redefine the customer experience landscape.

A Groundbreaking Collaboration

This groundbreaking collaboration brings together the strengths of two industry giants, Genesys and Salesforce, to offer a unified solution that enhances agent and supervisor jobs, making them more seamless and efficient. By integrating Genesys Cloud CX with Salesforce Service Cloud, this joint solution creates a bridge between enterprise contact center and workforce engagement management (WEM) capabilities, empowering organizations to better understand customer interactions, behavior, and history throughout their entire journey.

Jim Mueller, Vice President of Global Product and Technology at ADP, expressed the potential of this new solution, saying, “This new solution from Genesys and Salesforce brings together the strengths of both platforms, presenting ADP with significant potential to improve our client and service representative experience, achieve deeper levels of personalization, and drive operational ease of use.”


The key features and benefits of this collaboration include:

Unified Workspace: Service Cloud now integrates seamlessly with enterprise contact center and WEM capabilities from Genesys Cloud CX, creating a unified workspace for agents and supervisors.

AI-Ready Data: Synchronized, AI-ready data enables organizations to eliminate silos and gain a holistic view of customer interactions, behavior, and history, leading to more informed decisions and personalized customer experiences.

Single Orchestration Engine: A single, no-code orchestration engine empowers IT and business teams to develop smarter, contextualized conversations using synchronized data, bots, and channels from both platforms.

Customization: Customization options are limitless, allowing organizations to leverage Salesforce Einstein AI, optimize workforce management, and create unique customer and employee experiences tailored to their specific needs.

Consistency Across Channels: With everything orchestrated, routed, and measured from a single location, customers can engage in more consistent bot- and agent-led interactions across channels, ultimately building brand loyalty and reducing operational costs.

Supervisor Insights: Supervisors gain comprehensive insights into agent performance, skills, knowledge, and behaviors, leading to improved agent efficiency and enhanced training insights.

Your Path to Differentiation

Integrating Salesforce with telephony has become the norm, but to truly differentiate your customer experiences, you need more than just basic telephony. Genesys Cloud CX offers an all-in-one composable CX platform that, when combined with the world’s number one CRM, Salesforce, creates unified customer and agent experiences that stand apart.

With Genesys Cloud CX, integration with Salesforce is seamless, providing enterprise-ready packaged features, web RTC softphones, and a unified interface that your agents will love. What sets this integration apart is the limitless customization options it offers. You can leverage Salesforce Einstein AI, utilize Genesys Cloud CX as your single omni-channel routing engine, and tailor the solution to your unique requirements, regardless of your IT skill level.

Take Action Now

Don’t miss out on the opportunity to deliver truly differentiated customer and employee experiences unique to your business. Embrace the power of the Genesys and Salesforce collaboration and unlock the potential of a unified customer experience.

Contact VDS, your Genesys Gold partner, today and embark on a journey to redefine your customer and employee experiences for the better. Your customers and employees deserve nothing less than the best, and with Genesys and Salesforce, you can make it a reality.