Is Your Contact Center Suffering From “Alt-Tab Fatigue”?
It’s a common scene in contact centers today: agents juggling a phone system on one screen and a CRM on the other, constantly toggling between windows to look up customer details. It sounds like a minor annoyance, but at scale, it’s a productivity killer.
For organizations using Salesforce, the magic happens when you stop treating Genesys Cloud CX as a separate system.
While a basic Salesforce Genesys integration is a good start, unlocking the full power of these two giants requires a strategy that goes deeper than just connecting wires. It requires a seamless, unified experience that empowers agents to work smarter, not harder.
The Problem with Disconnected Systems
When your CCaaS and CRM don’t talk to each other efficiently, your agents are forced to bridge the gap manually. This leads to:
- Agent Burnout: The cognitive load of switching context between applications drains energy and lowers morale.
- Increased Average Handle Time (AHT): Agents waste precious seconds searching for records manually.
- Data Silos: Interaction data (call logs, recording links) often gets lost or isn’t attached to the correct Salesforce Case or Opportunity.
Enter Salesforce Connector: The Game Changer
Salesforce Connector is the bridge that turns your CRM into a command center. By embedding Genesys Cloud CX controls directly inside the Salesforce environment, you create a “single pane of glass” for your agents.
But not all integrations are created equal.
At Star Telecom, we recognized that the standard “out-of-the-box” integrations often leave power users wanting more. Our solution is designed to squeeze every ounce of efficiency out of the Genesys-Salesforce partnership.
Here is how a deep integration transforms your operations:
1. Screen Pops that Actually Work
Imagine an agent receiving a call. Before they even say “Hello,” the integration recognizes the caller’s phone number (ANI) or email and automatically “pops” the relevant Salesforce Contact, Case, or Opportunity on their screen.
This saves 15-30 seconds per call. More importantly, it allows the agent to greet the customer by name and dive straight into solving their problem, rather than asking, “Can you spell your last name for me?”
2. The “Transfer Workspace” Advantage
Standard transfers are often blind, forcing customers to repeat their story to the second agent. Our Transfer Workspace changes that. When Agent A transfers a call to Agent B, the connector automatically passes the context, instantly opening the specific Salesforce tabs and cases Agent A was working on. The result? A seamless conversation that picks up exactly where it left off.
The screenshot below shows how “Agent B” receives the transfer with the specific Salesforce tabs opened from the previous “Agent A”.
3. Click-to-Dial and Automated Logging
Manual dialing is a relic of the past. With proper CTI for Salesforce, agents can click any phone number within a Salesforce record to initiate a call through Genesys Cloud CX.
Even better? The “After Call Work” (ACW). Our connector ensures that call details—duration, timestamps, and even links to the call recording—are automatically logged into the Salesforce Activity History. This ensures your reporting is 100% accurate without your agents lifting a finger.
4. Advanced Workflow Automation
This is an area where the solution really shines. Standard integrations often stop at voice. Our connector allows you to invoke Salesforce workflows and background tasks based on Genesys events.
For example, if a call is wrapped up with a specific disposition code (like “Churn Risk“), the system can automatically trigger a Salesforce flow to create a high-priority retention task for a supervisor. This automation ensures that critical processes are never dropped due to human error.
There are many more features to uncover, but all are geared toward providing optimized processes, keeping agents happy, and ultimately, content and loyal customers.
Why the Star Telecom Salesforce Connector?
We didn’t just build another plugin; we built a solution for complex enterprise needs.
- The “Multi-Connector” Advantage: Do you have different teams using different CRMs? Our unique design allows Genesys Cloud CX to connect with multiple CRM systems simultaneously, not just Salesforce.
- Rapid Deployment: Custom integrations can take months of coding and professional services. Our connector is pre-built and proven, allowing for setup in hours, not weeks.
- Native Feel: We utilize the Genesys Embeddable Framework to ensure the softphone feels like a natural part of the Salesforce experience.
The Bottom Line
Bringing Salesforce and Genesys Cloud CX together shouldn’t be a headache, it should be seamless. By leveraging a robust Salesforce Genesys integration, you aren’t just saving seconds on a call; you are fundamentally improving the employee experience and the customer journey.
Ready to see our Salesforce Connector in action? Contact us today to schedule a demo and see how we can reduce your AHT and boost your team’s efficiency. Or, use our scheduling tool below to book a time slot with one of our experts!