Genesys Salesforce integration, every call inside the case.
We connect Genesys Cloud CX to Service Cloud so agents work from one console: the softphone, the case and the customer history.
Stop toggling between the phone and the CRM.
Genesys Cloud CX handles the call. Service Cloud should handle everything else, the case, the history and the next action, without a second screen.
The CTI patterns that make the console usable.
Screen pop & click-to-dial
Inbound calls match caller ID to the right case or contact before the agent picks up.
Automatic call logging
Duration, disposition and outcome attach to the case with no manual entry.
IVR to case routing
Genesys routing decisions carry into Salesforce, so cases open pre-classified.
Recording & transcript on the case
Call recordings and transcripts attach automatically for audit and QA.
Service Cloud and Agentforce Voice.
The Genesys integration lands calls in the same Service Cloud console Agentforce agents already work from, so a routine call can hand off to Agentforce Voice instead of a queue.
- Genesys Cloud CX softphone embedded in the console.
- Agentforce Voice for AI-handled routine calls.
- Grounded in Data 360, the same view every case uses.
The same Service Cloud queue that cut cases 93%.
Genesys Salesforce integration, asked and answered.
Do you build a Genesys connector from scratch?
No. We implement and configure the CTI integration between Genesys Cloud CX and Service Cloud, so calls, screen pops and click-to-dial work inside Salesforce.
Does this work with Agentforce Voice?
Yes. Genesys calls can hand off to Agentforce Voice for AI-handled routine calls, grounded in the same case data.
What lands on the case automatically?
Caller ID match, call duration, disposition and a link to the recording, so agents skip manual logging.
Is this only for contact centers?
No. It works anywhere Service Cloud is the console, service queues, sales and support alike.
Get Genesys calls into Salesforce, not a separate tab.
Start with a conversation about your current contact center setup.