CX Cloud fromGenesys and Salesforce

BENEFITS

Unify CCaaS and CRM like never before• Eliminate application switching
and increase agent efficiency

Traditional Contact Center as a Service (CCaaS) and CRM system integrations begin simply• Improve CX personalizationand customer satisfaction

operations grow and more departments contribute to your customer experience (CX), the required• Consolidate systems
and lower costs• Reduce the development burden
on your IT and analyst teams• Strengthen and expand
your global footprint• Build a supportive culturethat helps retain employees

enough. You need to connect customers to agents using aspects of those two systems. But astech stack and integration can become extremely complex.
These cobbled-together solutions hinder growth and efficiency; prevent carry over of customer
context from one channel to another; lack unified data and analytics; and force departments
to adapt their own siloed customer engagement — worsening the problem. Instead, it’s time toconsolidate your customer and employee experiences into a single, unified solution.

CX Cloud from Genesys and Salesforce
This jointly released solution natively combines a unified, artificial intelligence (AI)-powered
agent workspace in Salesforce Service Cloud with enterprise contact center and workforce
engagement management (WEM) capabilities from the Genesys Cloud CX® platform. From asingle orchestration engine in Genesys Cloud CX, design deeply connected, end-to-end experiences
fusing data, AI and channels from both platforms. Bidirectional, pre-integrated data and a common
schema eliminate data blind spots; enrich and connect Genesys and Salesforce AI; and improve
personalization.

Key capabilities• Synchronized, AI-ready data:
Improve CX personalization and reduce the development burden on your IT and analyst teams
with free-flowing, pre-integrated data and common schemas between Genesys Cloud CXand Salesforce.
• Single CX orchestration engine:
In a single location, design AI-powered, end-to-end experiences fusing data, bots and channels
from both platforms — no coding required. Speed time to value and adapt easier as trends shift

Ref: 23:11:23-12:25

or new opportunities arise.

PRODUCT DATA SHEET1

• Unified, smart agent workspace:
Seamlessly transition from self-service to agent-led conversations. Increase agent efficiencyby managing all digital and voice interactions in a single window in Service Cloud.

See the entire conversation,
past and present, socustomers don’t need torepeat themselves. With
all customer, journey andinteraction history at youragent’s fingertips, it’seasy to provide seamlesspersonalized service, nomatter when or where theconversation resumes.

• Real-time AI Accelerators for Agents:
Empower your agents with all the AI-powered assistance they need to meet theirperformance KPIs and increase customer satisfaction. Real-time transcription details areautomatically sent to Genesys Agent Assist and Salesforce AI to determine intent, informthe next best action and surface knowledge articles.
• Modern workforce performance and planning:
Analyze and celebrate employee performance and identify the specific skills, knowledge andbehaviors of top performers. Then transfer those skills to your entire workforce so every
agent can be your best agent.

Empower your agents to
own their careers with an
all-in-one, interactive view of
their schedule, performance
metrics, coaching
appointments, assigned
training, gamification
scoreboards and more.

PRODUCT DATA SHEET2• Native voice services:
Easily integrate voice into Service Cloud with Genesys Cloud CX Voice services. Purchase,
activation and setup of telephony is simple and efficient.
• Analytics and reporting:Make sense of your unified data and gain clear, actionable insights to improve your business.
Easily create real-time and historical custom reports and dashboards to track service levels,
handle times, overall customer satisfaction and more.

Improve performanceand quality metrics using
interaction data to findpatterns of excellenceand opportunities for
improvement, and gainunderstanding of root
causes.

• Global footprint and flexibility:
Ensure secure, always-on operations to build brand trust wherever you operate. Strengthen andexpand your global footprint with unsurpassed coverage worldwide.

The Genesys and Salesforce advantage
Two industry leaders. One game-changing solution.
Innovate alongside the global leader in CCaaS and the #1 AI CRM to lead your industry withexperiences that set you apart. While a new strategic collaboration agreement and solution
signifies a significant milestone and investment in our partnership, Genesys and Salesforce havebeen successfully working together to implement and support hundreds of common customers
for over a decade.
“This new solution from Genesys and Salesforce brings together the strengths of both platforms,
presenting ADP with significant potential to improve our client and service representative
experience, achieve deeper levels of personalization, and drive operational ease of use.” – Jim
Mueller, Vice President, Global Product and Technology, ADPPRODUCT DATA SHEET

3

Enterprise CX built directly into your CRM
Consolidate and strengthen your tech stack with the best of both platforms to form acomprehensive customer service and engagement solution. A unified data fabric enables
organizations to automatically aggregate real-time data to power smarter, more contextualized
self-service and customer conversations. With the advanced experience orchestration capabilitiesof Genesys Cloud CX, IT and business partners can co-create experiences delivered at the optimal
time through a customer’s preferred channels. Rest easy knowing that even your most demanding
workloads are backed by a platform designed to deliver maximum uptime, global coverage,
scalability and fault tolerance with worry-free security and compliance.

Unified, AI-powered employee experiences
Empower, support and invest in your employees to improve their performance and reduce attrition
costs. A single, smart workspace in Service Cloud improves staff efficiency. Customer, journey
and interaction history are backed by Service Cloud Einstein, the purpose-build Salesforce AI
technology for Service Cloud, and Genesys AI — empowering employees to increase customer
satisfaction and meet performance KPIs. Agents and supervisors also benefit from modern
WEM capabilities from Genesys embedded directly into the employee activity dashboards inService Cloud. With an all-in-one interactive view, organizations can more easily manage andempower their workforce using advanced scheduling, performance metrics, coaching, training,gamification and more.

About Genesys
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries.
Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service ®, our vision for
empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, andhyper-personalized experiences to deepen their customer connection across every marketing, sales, and service moment on
any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern
revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty.

Visit us at genesys.com or call us at +1.888.436.3797.
Genesys and the Genesys logo are registered trademarks of Genesys.
All other company names and logos may be trademarks or registeredtrademarks of their respective holders. © 2023 Genesys. All rights reserved.

PRODUCT DATA SHEET4