Genesys Salesforce Integration


Salesforce brings a multitude of benefits to businesses of all sizes and all industries including efficiency, big data, scalability, and visibility. Now, make your Salesforce instance even more powerful by utilizing the Genesys-Salesforce integration. With Genesys, quickly add automation and personalization to your Salesforce instance improving caller experiences and business productivity.

With Genesys-Salesforce integration you get automation through self-service interactive voice response (IVR) applications and personalization through Genesys Cloud CTI to help you focus on the customer and position your business as best-in-class.



Genesys-Salesforce integration can be used for Salesforce Service Cloud or Salesforce Sales Cloud.

Genesys-Salesforce for Customer Service:

  • Empower customers by enabling them to create a new case through a self-service IVR application, before being connected with an agent. The case is then automatically and instantly generated and assigned to an agent in Salesforce.
  • Case creation integration increases agent efficiency by pushing cases directly to the agent and eliminating the need for them to move between multiple screens.
  • Customer can self-serve from the onset of the call through a Customer First designed IVR, which prevents them from needing to speak with an agent at all, allowing those agents to spend more time resolving higher-tier issues.

Genesys-Salesforce for Sales:

  • Boost sales by capturing lead information from a prospect through a self-service IVR application which then automatically creates a lead in Salesforce.
  • Automatic lead creation integration increases sales agent's efficiency, which will ultimately lead to more revenue for the company.
  • Customer can self-serve from the onset of the call through a Customer First designed IVR, which prevents them from needing to speak with an agent at all, allowing those agents to spend more time resolving higher-tier issues.
With Genesys, deliver a personalized CX while making your agents more productive through:
  • Salesforce data-dips to personalize the customer experience
  • Screen-pop functionality with Genesys Cloud CTI bringing caller information directly to your agents
  • Call whispering and call recording to enhance the customer experience and for agent coaching
  • Post-call customer satisfaction surveys to improve the customer experience
  • Anywhere access to your call queue monitor to see live call load and agent availability
In addition to Self-Service Inbound IVR and Genesys Cloud CTI, Genesys Salesforce customers leverage the full Genesys CX Platform for a complete CX solution suite providing end-to-end transparency into their customer experience including: Marketo has experienced a 28% decrease in the number of customer cases per month due to their Genesys self-service, VCC, and Cloud CTI solution. Read more about Marketo.

Genesys-Salesforce Integration Advantage:

  • On-Demand Access

    The Genesys-Salesforce integration and Genesys Cloud CTI are completely hosted in the cloud and require no installation of hardware or software and is operating system agnostic, allowing for an immediate return on investment.

    Not to mention, it is also extremely easy to deploy and manage via the Genesys web-based point-and-click CX Builder.

  • Self-Service

    Reduce contact center costs by enabling calls to be automated through a combination of Salesforce data-dips and responses captured from the caller in the self-service application. It also allows for intelligent call routing to maximize agent efficiency and improve the CX.

  • Customizable

    On/off system functionality (such as call queuing, call recording or call whispering) is available through either the web or the phone.

  • Real-Time Reporting

    Iteratively improve the customer experience with Genesys' CX Analytics, which seamlessly integrates with Salesforce for data exchange and reporting. See details on customer requests, call termination types, survey results, and so much more in an easy-to-read dashboard.

For more information on Genesys for Salesforce, download the Premier Edition VCC for Service Cloud datasheet.

Integration Resources




Premier Edition VCC for Service Cloud

Turn On Great CX with Genesys for Salesforce

Genesys Salesforce Integration Datasheet

More Salesforce Innovations

Case Studies