Genesys, Salesforce Launch AI-powered CX, Relationship Management Solution

Genesys, a leader in AI-powered experience orchestration, announced a strategic collaboration with Salesforce to help businesses bring their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences.

The companies are introducing a unified AI-powered customer experience (CX) and relationship management solution that integrates trademarked Genesys Cloud CX and Salesforce Service Cloud called CX Cloud from Genesys and Salesforce.

The solution makes agent and supervisor jobs more seamless, bringing enterprise contact center and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud. Through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organizations to understand customer interactions, behavior and history across their journey better.

According to The State of Customer Experience report by Genesys, 44 percent of CX leaders noted the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another. To resolve this, most CX leaders reported the top two technology initiatives to support their strategic priorities include implementing an integrated CX platform and connecting technology and data for omnichannel experiences.

The joint solution provides:

  • Synchronized, AI-Ready Data – With CX Cloud from Genesys and Salesforce, organizations can improve customer personalization and reduce the development burden on IT and analyst teams. Salesforce Data Cloud‘s unified data fabric enables organizations to aggregate real-time data automatically to power smarter AI, which enables people to have more contextualized customer conversations and equips self-service bots with knowledge to handle interactions more efficiently. Businesses also gain deeper analytics and reporting capabilities to action insights and track KPIs, such as service levels, handle times, overall customer satisfaction and more.
  • Single Orchestration Engine – With the advanced experience orchestration capabilities of Genesys Cloud CX, businesses can design AI-powered, end-to-end customer journeys fusing data, bots and channels from the Genesys and Salesforce platforms. IT and business partners can co-create experiences delivered at the optimal time through a customer’s preferred channels. No-code implementation makes deployment fast and offers the flexibility for organizations to pick and choose their preferred aspects of each platform.
  • Unified, AI-Powered Employee Experiences – Service Cloud’s single, smart workspace and Genesys Cloud CX improve staff efficiency. Customer, journey and interaction history are backed by Einstein AI, Salesforce’s AI technology, and Genesys AI empowering employees to increase customer satisfaction and meet performance KPIs. Agents and supervisors benefit from modern WEM capabilities from Genesys embedded directly into the employee activity dashboards in Service Cloud. With an all-in-one interactive view, organizations can more easily manage and empower their workforce using advanced scheduling, performance metrics, coaching, training, gamification and more.

Visit Genesys at Dreamforce, Sept. 12-14, at booth #427 at the at the Moscone Center in San Francisco to see CX Cloud from Genesys and Salesforce in action, or go to for more information.