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  • 1.  GC and Outreach.io

    Posted 10-06-2025 10:26
    No replies, thread closed.

    I'm looking to see if there is anyone out there who has successfully integrated Outreach.io with Genesys cloud - specifically for Voice calls. Outreach is integrated to Salesforce and offers click to dial, but I'm looking to place the call through Genesys and not Outreach so that all inbound and outbound calls route via GC. I can't see anything on Appfoundry for this, and looking to avoid using the embeddable framework for this - or is the only option SF with GC Embedded framework and Outreach only for any cadence and sales management?

    Appreciate any pointers or suggestions!


    #API/Integrations

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    Neil MacColl
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  • 2.  RE: GC and Outreach.io

    Posted 10-06-2025 11:17
    No replies, thread closed.

    Hi Neil,

    I had a quick look, but couldn't really find anything useful.

    Hopefully someone in the community has had experience integrating with Outreach or something similar and can give you some insights into this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: GC and Outreach.io

    Posted 10-07-2025 06:37
    No replies, thread closed.

    Thanks Sam. I found the same. Maybe someone has the experience, but as George stated, would be great for them to bring the functionality of Outreach into GC, but changing minds can be a challenge.



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    Neil MacColl
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    Original Message


  • 4.  RE: GC and Outreach.io
    Best Answer

    Posted 10-06-2025 13:46
    No replies, thread closed.

    Note that there is a difference between the Embedded Framework version of Genesys Cloud with Salesforce and CX Cloud from Genesys and Salesforce, which has tighter integration (both do click-to-dial).

    I have no direct experience with Outbound.io...just read through their web page and description of features, and I see a lot of similarity with what Genesys Cloud can also do. 

    Have you explored creating the workflow and other functionality within Genesys Cloud, drawing upon Agent Copilot with Knowledge, Next Best Action, and the Surfacing a Checklist functionality slated for later this month? Plus the Coaching, Evaluation/AI Scoring, and Development and Feedback features to enhance upskilling of agents? 



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 5.  RE: GC and Outreach.io

    Posted 10-07-2025 06:36
    No replies, thread closed.

    Thanks! Yes we are exploring this with the customer, but it's a challenge to bring everyone on board! 

    Appreciate the response.



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    Neil MacColl
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    Original Message


  • 6.  RE: GC and Outreach.io

    Posted 10-07-2025 11:51
    No replies, thread closed.

    It's a careful dance.

    I'm finding that many customers are wanting to go back to stitching multiple platforms from multiple vendors together, especially not wanting to "put all their eggs in one basket" for survivability if nothing else.

    Genesys Cloud came out of the "We took the 'I' out of CTI" mentality at InIn, and probably started the swing back with design around being the application engine that you can build off of using APIs (and then sell your creations through AppFoundry)



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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