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New AI-Enhanced Customer Experience and Relationship Solution by Genesys and Salesforce


According to a report by Genesys, released in April 2023, customer experience leaders noted that the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another. To address this, most CX leaders reported that their top two technology initiatives to support their strategic priorities include implementing an integrated CX platform and connecting technology and data for omnichannel experiences.

In response to that, Genesys, known for its AI-powered experience orchestration, and Salesforce have announced a strategic collaboration and launched a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud, called CX Cloud from Genesys and Salesforce.

CX Cloud from Genesys and Salesforce is designed to make agent and supervisor jobs more seamless, by bringing enterprise contact center and workforce engagement management capabilities from Genesys Cloud CX to Salesforce Service Cloud. The solution also enables bi-directional data sharing, which allows organizations to better understand customer interactions, behavior and history across their journey.

Using CX Cloud from Genesys and Salesforce allows companies to enhance customer personalization while relieving the IT and analyst teams of development workload. The unified data fabric of Salesforce Data Cloud facilitates the automatic consolidation of real-time data, empowering smarter AI applications. This, in turn, leads to more contextually relevant customer interactions, as well as better-equipped self-service bots capable of handling interactions with greater efficiency.

Utilizing the sophisticated experience coordination features within Genesys Cloud CX, enterprises have the ability to craft AI-driven, comprehensive customer journeys that seamlessly integrate data, bots and channels from both Genesys and Salesforce platforms. Collaboratively, IT and business collaborators can devise tailored experiences that are delivered precisely when customers prefer through their chosen communication channels. The rapid deployment, facilitated by a no-code approach, grants organizations the freedom to selectively adopt the specific elements they prefer from each platform.

"To build the experiences customers and employees want today, businesses need to link their data, AI and systems of engagement across their technology ecosystem,” said Olivier Jouve, chief product officer at Genesys. “Genesys and Salesforce are positioned to enable joint customers to define the next generation of experience orchestration fueled by enriched insights and AI capabilities resulting from our platforms working in sync."

Additionally, Service Cloud's smart workspace and Genesys Cloud CX improve staff efficiency. Einstein AI and Genesys AI back customer information, empowering employees to boost satisfaction and meet KPIs. Modern WEM features from Genesys are embedded into Service Cloud's employee dashboards, simplifying workforce management with advanced tools.

"The new CX Cloud from Genesys and Salesforce will empower agents to leverage Einstein AI insights within the flow of work in Service Cloud to deepen customer relationships through personalized interactions, helping to drive repeat business and make positive impacts on their company's bottom line,” said Ryan Nichols, senior vice president of Service Cloud Product Management at Salesforce.

The first release of CX Cloud from Genesys and Salesforce is expected in 2023 for businesses and will be available via Salesforce AppExchange or the Genesys AppFoundry Marketplace.

Edited by Greg Tavarez
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