MetriNote – Genesys, Salesforce Bring Together Cloud CX & CRM Platforms

Published on: September 12, 2023

Authors: Beth Schultz, Vice President of Research and Principal Analyst

What's the news?

Sept. 6, 2023 – In an extension of a longtime strategic technology partnership, Genesys and Salesforce have introduced CX Cloud from Genesys and Salesforce, a unified AI-powered customer experience and relationship management solution. The new offering integrates the Genesys Cloud CX platform and Salesforce Service Cloud. This solution allows bidirectional sharing of data, customer insights, and actions across the Genesys and Salesforce cloud platforms, allowing a better contextual understanding of the customer journey. With the solution, customers will be able to build AI-powered end-to-end customer journeys that bring together data, bots, and channels from both Cloud CX and Service Cloud. Additionally, customers will be able to embed workforce engagement management capabilities from Cloud CX into employee activity dashboards in Service Cloud, for managing and empowering the agent workforce from a single interface that supports activities such as scheduling, performance metrics, coaching, training, and gamification.

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