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Salesforce Connector

Improve average handle time, customer experiences and agent performance by leveraging the combined power of both platforms with our Salesforce Genesys integration.
  • Reduce Average Handle Time with Automatic Screen Pops
  • Improve Agent Experiences
  • Increase Agent Productivity
  • Store Genesys Cloud CX Reporting Data in Salesforce
  • A Genesys Cloud CX Connector for Any CRM
  • Setup Within Hours

Simple Text

Our Genesys Cloud Salesforce Connector tightly integrates Genesys Cloud CX with Salesforce allowing for a consolidated view of interactions within Salesforce. All Genesys interactions are embedded in the Salesforce view, eliminating multiple windows while skyrocketing agent efficiency, reducing operational costs and improving CX. Our connector provides a user-friendly agent interface that includes all required softphone functionality, plus the ability to invoke Salesforce workflows and background tasks. It can also automatically store a wide range of interaction data within Salesforce for in-depth agent and management insight. For clients with multiple CRM systems, Star Telecom’s Salesforce Connector is based upon a unique “Multi-Connector” design, which enables Star Telecom’s team to integrate other CRM systems (separate cost) and deliver even more benefits. It also avoids the need for clients to purchase and support softphone products from multiple vendors that have different end-user designs.

Our Benefits

Our Benefits

  • EFFICIENT

    Reduce Average Handle Time with Automatic Screen Pops

    Average handle time can be significantly reduced through an automatic screen pop to access Salesforce records. It includes a rich array of configurable data fields to give agents the information they need to serve your customers.

  • AGENTS

    Improve Agent Experiences

    Agent experience can be improved by having Genesys Cloud CX omni-channel interactions embedded right within the Salesforce user interface.

  • PRODUCTIVITY

    Increase Agent Productivity

    Agent productivity can be increased by having Genesys Cloud CX automatically invoke Salesforce workflows and background tasks.

  • FLEXIBILITY

    A Genesys Cloud CX Connector for Any CRM

    Our Salesforce Connector is based upon a unique “Multi-Connector” design, which enables our team to integrate other CRM systems with Genesys Cloud CX.

  • SPEED

    Setup Within Hours

    Launching your integration between Salesforce and Genesys has never been easier, and faster when you choose our Genesys Salesforce Connector.

Brochure Section

Brochure

Star Telecom Salesforce Connector

Tightly integrates Genesys Cloud CX with Salesforce and helps drive lower AHT and higher agent productivity.

The Salesforce Connector by Star Telecom provides a superior omnichannel agent desktop experience that tightly integrates Genesys Cloud CX with Salesforce and helps drive productivity.
Download the Brochure

The Features

Our Features

Auto Pop Records
Store Genesys Cloud CX Reporting Data in Salesforce
Full Functionality No Matter the Channel
Multitasking Optimized
New Message Alerts
Total Softphone Functionality
Wrap-Up Interactions Faster
Customize Your Workflows
Agent Status Sync

When inbound interactions come in, the connector uses data from the interaction to show contact records, auto-populate existing records, or create new records which will increase agent efficiency and maintain data consistency.

Managers can use the Salesforce reporting tools they depend on today by automatically storing Genesys Cloud CX interaction data within Salesforce.

Supports all Genesys Cloud CX channels including inbound voice, outbound campaigns, web messaging, email and SMS interactions.

Exclusive to our Salesforce Connector, digital interactions are able to be linked to each Salesforce record for the correct conversation to appear when agents handle multiple conversations. This greatly improves agent efficiency. Request a demo today to see this feature in action.

Exclusive to our connector, when new messages appear in a non-selected tab, the tab will highlight orange to notify the agent. This helps improve response times, and resolution times, while boosting your agent experiences.

Supports a wide variety of softphone functionality such as auto or manual answer, pause, hangup, mute, out dial and agent-to-agent screen transfer.

Our Genesys integration with Salesforce supports Genesys Cloud CX wrap-up code configurations.

Connect Salesforce and Genesys Cloud CX with our solution for the ability to invoke Salesforce Actions through customized screen workflows on multiple interaction events, and to execute custom actions from within flows (e.g., screen pop records or URLs in Salesforce primary or sub-tabs, add data attributes to current interaction, etc.)

Eliminate manual status changes by enabling omni-channel sync which automatically syncs your agent statuses between Genesy Cloud CX and Salesforce.

Auto Pop Records

When inbound interactions come in, the connector uses data from the interaction to show contact records, auto-populate existing records, or create new records which will increase agent efficiency and maintain data consistency.

Store Genesys Cloud CX Reporting Data in Salesforce

Managers can use the Salesforce reporting tools they depend on today by automatically storing Genesys Cloud CX interaction data within Salesforce.

Full Functionality No Matter the Channel

Supports all Genesys Cloud CX channels including inbound voice, outbound campaigns, web messaging, email and SMS interactions.

Multitasking Optimized

Exclusive to our Salesforce Connector, digital interactions are able to be linked to each Salesforce record for the correct conversation to appear when agents handle multiple conversations. This greatly improves agent efficiency. Request a demo today to see this feature in action.

New Message Alerts

Exclusive to our connector, when new messages appear in a non-selected tab, the tab will highlight orange to notify the agent. This helps improve response times, and resolution times, while boosting your agent experiences.

Total Softphone Functionality

Supports a wide variety of softphone functionality such as auto or manual answer, pause, hangup, mute, out dial and agent-to-agent screen transfer.

Wrap-Up Interactions Faster

Our Genesys integration with Salesforce supports Genesys Cloud CX wrap-up code configurations.

Customize Your Workflows

Connect Salesforce and Genesys Cloud CX with our solution for the ability to invoke Salesforce Actions through customized screen workflows on multiple interaction events, and to execute custom actions from within flows (e.g., screen pop records or URLs in Salesforce primary or sub-tabs, add data attributes to current interaction, etc.)

Agent Status Sync

Eliminate manual status changes by enabling omni-channel sync which automatically syncs your agent statuses between Genesy Cloud CX and Salesforce.

Use Cases

Use Cases

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Agents Gain Context in Less Time Per Interaction

Use Case Summary

As soon as an agent receives a call, the connection allows for Salesforce user profiles to automatically appear allowing agents to have an instant view of the customer's record. This allows agents to gain context for the conversation quickly and reduces the call handle time.

Business Benefits
  • Reduced AHT
  • Lower Telecom Costs
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Efficient Inbound Record Maintenance & Updating

Use Case Summary

Our Salesforce Connector workflow automatically searches inbound phone numbers to check if they match your Salesforce records. Agents have the ability to either associate the phone number with a current customer record (if available) or select to create a new record on the same screen.

Business Benefits
  • Reduce Agent Administrative Time
  • Increased Agent Productivity
  • Increased Agent Availability
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Efficient Outbound Campaign Activities

Use Case Summary

Run outbound campaigns with ease directly through Salesforce with all call results automatically tracked. Additionally, custom call details can be tracked by a simple change of the settings. Agents also see customer records automatically per call to log any additional details with ease.

Business Benefits
  • Reduces Agent Pre-Campaign Setup
  • Accurate & Increased Outbound Campaign Data
  • Increased Number of Campaign Calls & Productivity
  • Increased Leads

Client Say

What Our Clients Say

Utilities Company 300 Agents
Excellent service over the years, a solid relationship, being open and honest about challenges, mistakes, or opportunities and great value for service.
5/5
Retail Company 500 Agents
The quality of support offered by Star Telecom is top-notch. Star Telecom is a fantastic partner and bringing solutions to our company.
5/5
Banking Company 85 Agents
Star Telecom works well with our team, met aggressive timelines and found innovative ways to deliver our solution to match business expectations. They have established themselves as one of our most successful and valued partnerships
5/5
See Our Case Studies

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