Genesys and Salesforce Partner on AI-Powered CX Super Solution

Genesys and Salesforce have announced a strategic collaboration that will bring together Genesys Cloud CX and Salesforce Service Cloud into a unified AI-powered customer experience and relationship management solution called CX Cloud from Genesys and Salesforce.

The joint solution aims to infuse contact center and workforce engagement management (WEM) capabilities from Genesys Cloud CX into Salesforce Service Cloud. This will ensure a 360-degree view of a customer, including all interactions, behavior, and history across their journey.

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.

The capabilities

As a single orchestration engine, CX Cloud from Genesys and Salesforce enables businesses to create AI-powered customer journeys backed by data, leveraging bots and channels from both the Genesys and Salesforce platforms. Based on a no-code approach, the deployment is fast and flexible, allowing companies to pick and choose which features they want to use from each platform.

USCXA Register interest for 2024

Thanks to Salesforce Data Cloud, every facet of the joint platform is infused with data. Whether personalization or IT teams' development load, companies can leverage real-time data to optimize workflows. Businesses also gain deeper analytics and reporting capabilities to action insights and track KPIs, such as service levels, handle times, overall customer satisfaction, etc. Of course, using data for context in customer interactions is a no-brainer.

"Many organizations are challenged to efficiently leverage data and AI to meet rising customer expectations and drive long-term loyalty. 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 new super-solution also covers employee efficiency. How? By combining Service Cloud's single, smart workspace and Genesys Cloud CX. With the help of Salesforce's AI engine, Einstein AI, and Genesys AI, employees can improve customer satisfaction using the customer, journey, and interaction history.

This comprehensive approach affords organizations an all-encompassing interactive perspective, thereby simplifying the management of their workforce. Through advanced scheduling, performance metrics tracking, coaching, training, gamification, and more, businesses are equipped to efficiently manage and support their employees.

"To build the experiences customers and employees want today, businesses need to link their data, AI and systems of engagement across their technology ecosystem. As two leaders in our respective markets, 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 resulting from our platforms working in sync," said Olivier Jouve, Chief Product Officer at Genesys.

The two companies have been working together for over ten years. At the end of 2021, Salesforce Ventures, along with other participants, invested $580 million in Genesys to fuel the company's leadership in expanding the Experience as a Service market globally.