Genesys and Salesforce to Transform Customer and Employee Experiences

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In a groundbreaking move, Genesys, a pioneer in AI-powered experience orchestration, has unveiled a strategic collaboration with Salesforce, the leading AI CRM provider. This partnership aims to revolutionize the way businesses manage their data, agents, bots, and communication channels to create more intelligent end-to-end experiences for both customers and employees.

This innovative endeavor introduces a unified solution, aptly named CX Cloud from Genesys and Salesforce, which seamlessly combines the Genesys Cloud CX™ and Salesforce Service Cloud. The primary goal of this integration is to enhance the workflow of agents and supervisors, bridging the gap between enterprise contact center and workforce engagement management (WEM) capabilities.

Through bidirectional data sharing, CX Cloud from Genesys and Salesforce empowers organizations to gain a deeper understanding of customer interactions, behavior, and historical data throughout their journey.

Jim Mueller, Vice President of Global Product and Technology at ADP, expressed enthusiasm about this collaboration, stating, “Real-time sharing of data, customer insights, and relevant actions across cloud platforms could allow ADP to utilize more comprehensive, accurate, and effective AI modeling to continuously streamline our customers’ experiences.”

According to a recent report, “The State of Customer Experience” by Genesys, the lack of continuity in customer context when transitioning between channels remains a significant challenge for CX leaders. To address this, a majority of CX leaders prioritize implementing an integrated CX platform and connecting technology and data for omnichannel experiences.

With CX Cloud from Genesys and Salesforce, organizations can enhance customer personalization and reduce the development burden on IT and analyst teams. Salesforce Data Cloud’s unified data fabric automates real-time data aggregation, enabling smarter AI-powered customer interactions and more efficient self-service bot interactions.

Furthermore, this partnership empowers businesses with enhanced analytics and reporting capabilities, allowing them to act on insights and monitor key performance indicators such as service levels, handle times, and overall customer satisfaction.

Genesys Cloud CX’s advanced experience orchestration capabilities enable businesses to design AI-powered, end-to-end customer journeys, combining data, bots, and channels from both Genesys and Salesforce platforms. This no-code implementation offers flexibility for organizations to tailor their preferred aspects of each platform to create the best possible customer experience.

Salesforce’s Einstein AI technology and Genesys AI enhance employee efficiency, enabling them to increase customer satisfaction and meet performance goals. Agents and supervisors also benefit from modern WEM capabilities embedded directly into Service Cloud, providing an all-in-one view for better workforce management.

Olivier Jouve, Chief Product Officer at Genesys, emphasized, “Genesys and Salesforce are strongly positioned to enable joint customers to define the next generation of experience orchestration fueled by enriched insights and AI capabilities.”

This partnership builds upon a decade-long strategic technology collaboration between Genesys and Salesforce. The first release of CX Cloud from Genesys and Salesforce is expected in 2023 and will be available via Salesforce AppExchange or the Genesys AppFoundry Marketplace.

The world of customer and employee experiences is set to evolve dramatically as Genesys and Salesforce bring their combined expertise to the forefront of AI-powered CRM and CX solutions.

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