Genesys Cloud - Main

Hi All,

Need to advice on this subject, where I believe there are some overlapping capabilities in handling digital interaction e.g. Email, Live Chats, Social. What will be the normal practice out there for organization who has this two platform and deciding which platform best to handle the channels? How does the PureCloud Salesforce integration helps?

1. Scenario1: IF all digital channels are handled in PureCloud i.e. replying email, chats, social using PureCloud UI, the integration to Salesforce will be just purely for "screen pop" of customer data with embedded telephony CTI features in it e.g. softphone. Can i say in this scenario the contact center agent will have two screen to handle?

2. Scenario 2: Using Salesforce to handle the digital channels (like email, social chats) and integrating to PureCloud only for voice interactions. Does this mean that the digital channels data will not be available in PureCloud e.g. QM, Recordings and reporting?

Thank you in advance.
#Integrations

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YH
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Hi,

Yes, there some overlapping capabilities. Salesforce is not just a CRM platform.
https://c1.sfdcstatic.com/content/dam/web/en_ie/www/datasheets/eu-service-cloud-pricing-comparison.pdf

Salesforce is quite new stuff for me. But what I can say, before going into details. 

You can consider several aspects of using SFDC & PC:
1) Salesforce: Classic (oldfashioned) or Lightning (new UI). For classic SFDC CTI toolbar is embeded in UI, for Lightining there add-on toolbar configurable via omni-channel settings.
2) There is add-on module Digital Engagement SKU which includes extra features including FB Messenger (for Pages) and SMS messaging.
3) Case management - are you going to handle cases? That's powerful module in SFDC.

In near future I'm going to identity omni-channel details, then will return with some answers for your scenarios.

Regards
Mario

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Mariusz Pachocki
CGI ISMC
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We have the same questions so I'm commenting so I will be notified of other comments.

We have not seen the Genesys Salesforce screen pop and we just learned about the SF omni-channel capabilities and a demo is scheduled soon. However from my understanding I think the Genesys screen pop that will also start a case would be our preference.

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Ben Marthin
Vehicle Service Group, LLC
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PureCloud for Salesforce is more than just screen pops; the advanced call logging creates a detailed record of the interaction with relationships to Salesforce objects, allowing them to appear in the related items lists on those salesforce objects.  It also includes signification workflow automation points in terms of syncronizing console tab navigation with the selection of interactions (i.e. in a scenario where an agent is handling two chats, when they toggle between the chats the integration will also select the appropriate console tab in Salesforce, or if you change the console tab in Salesforce, this will toggle the active interaction).  Additionally the workspace transfer function allows for the first agent to assemble a complete context for the caller's issue, then transfer that entire context to the second agent.

In your first use case, it really depends on which Salesforce experience you're using.  With Service Console or Lightning, both the CTI client and the Interaction/Script window can be added as an additional utility bar component, and its visibility is coordinated with the CTI client; so it is not "two screens", but an integrated experience that allows your agents to retain all of the context of the CRM while working with customer interactions.

In your second use case, you are correct that channels handled by salesforce are not accounted for ACD distribution, Workforce Management considerations, QM, Recordings, etc.

For more information on PureCloud for Salesforce, I highly recommend reviewing the public documentation on the integration, as it contains a comprehensive list of the features and capabilities of this integration: https://help.mypurecloud.com/articles/about-purecloud-for-salesforce/

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Richard Schott
Genesys - Employees
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