Genesys has expanded its partnership with Salesforce to revolutionize customer and employee experiences in sales, healthcare, and financial services.
Genesys and Salesforce's collaboration aims to help enterprises streamline customer interactions, increase employee productivity, and gain deeper insights by combining data and orchestration tailored to specific sectors and roles. The expanded Genesys and Salesforce CX Cloud solution enables global Sales Cloud, Health Cloud, and Financial Services Cloud users to provide more personalized and efficient customer experiences.
“Siloed channels, data and departments have diminished quality customer service for decades, and together Genesys and Salesforce are working to change that. Joint customers can take advantage of this expanded, industry-first collaboration that goes beyond a simple telephony integration to take their customer and employee experience above and beyond. By working with Salesforce and other enterprise platforms, Genesys is uniquely positioned to help organizations better synchronize customer data across systems and fuel the next generation of experience orchestration,” Oliver Jouve, chief product officer at Genesys.
In September, the Genesys Cloud platform and Salesforce Service Cloud were integrated to improve customer and employee experiences by unifying data, agents, bots, and communication channels for businesses of all sizes.
CX Cloud's increased availability currently includes:
Sales Cloud: The interface with Genesys Cloud enables sales teams to construct highly targeted outreach efforts while automating lead prioritization and direct communication within the Sales Cloud. New voice capabilities can help organizations comply with rules such as the Telephone Consumer Protection Act and Payment Card Industry Data Security Standards while increasing revenue prospects.
Health Cloud: Healthcare providers can provide more sympathetic, efficient, and HIPAA-compliant encounters by combining confidential data sharing, improved routing, and digital communication capabilities. The integration improves patient access, specialist coordination, appointment management, and follow-ups.
Financial Services Cloud: CX Cloud enables financial firms to provide more adaptive, tailored services by unifying critical data, including bank records, claims, and policy information, into a single, unified view. This streamlines the work experience, improves cooperation, and develops stronger client relationships.
New digital channels and language support
Genesys has also added native digital channels, such as web messaging and SMS, to CX Cloud, expanding the solution's existing phone capabilities. This enables customers to integrate their own digital and voice channels from Genesys Cloud, resulting in more seamless management and measurement of customer interactions. Genesys has also increased its support for worldwide enterprises by making CX Cloud available in 20 languages, including Spanish, Chinese, Japanese, German, and French, and accessible across 20 Genesys Cloud locations powered by Amazon Web Services.
