Genesys Cloud (formerly PureCloud)

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Salesforce Omni channel vs Genesys Cloud - again

  • 1.  Salesforce Omni channel vs Genesys Cloud - again

    Top 25 Contributor
    Posted 13 days ago
    Edited by Vaun McCarthy 13 days ago
    Hi guys

    I've watched a few of the Q&A videos with Richard in about the Salesforce integration options.  What I'd like to know is where we're presented with a customer who's only recently or in progress with deploying both Genesys Cloud and Salesforce, what are the pros and cons for having all interactions come in via Genesys Cloud (email, voice, chat) that creates activities/task info in Salesforce vs having all interactions come in via Salesforce Omnichannel.

    Being relatively new to Salesforce from what I can gather the key pro for having interactions enter via Genesys Cloud and it's underlying Architect flows and queues is around WFM and Reporting, but also interaction flow management and logic being able to be shared for things like schedules/emergency groups, data table lookups etc.


    #AskMeAnything(AMA)
    #ArchitectureandDesign
    #DigitalChannels
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration

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    Vaun McCarthy
    NTT New Zealand Limited
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