Description
A custom browser extension for agents to control customer interactions within Genesys Cloud and integrate with many of the popular CRM tools.
Features
Customizable browser extension to control Genesys Cloud interactions.
Integration with HubSpot CRM.
Integration with Pipedrive.
Search the CRM for a specific contact when Genesys Cloud.
Click to Call functionality in CRM to create a new Genesys Cloud voice interaction.
Inbound calls associated with record in CRM (contact, user, account, etc).
CRM call log updated from within Genesys Cloud interaction log.
CRM screen pop for associated record in CRM from Genesys Cloud interaction.
Support for CRM functionality after consecutive agent transfers for Genesys Cloud interaction.
Use Cases
CRM Tool Integration with Genesys Cloud CX
Problem Statement
Organizations are increasingly looking to integrate customer relationship management (CRM) tools with their existing Genesys Cloud CX solutions in order to maximize customer satisfaction and create a seamless customer journey. However, there are a variety of complexities associated with the integration of CRM tools that can lead to slow implementation times and a lack of visibility into customer data.
Solution
Implement the CRM application, which specializes in integrating with Genesys Cloud CX. This application can automate and streamline the process, allowing for a smooth transition of customer data between the two platforms.
Business Benefits
Improved Customer Experience: CRM integration with Genesys Cloud CX allows businesses to access customer data quickly and accurately, enabling them to provide more efficient and effective customer service.
Reduced Costs: Integration of the CRM system with Genesys Cloud CX allows agents to quickly access customer data and respond to customer inquiries and requests. This reduces the amount of time agents need to spend searching for customer information, allowing for more calls to be handled by a single agent.
Increased Customer Satisfaction: Integration of the CRM system with Genesys Cloud CX enables agents to access customer data in real-time and provide customers with personalized, individualized service. This helps create an enhanced customer experience, increasing customer satisfaction.
Improved Customer Retention: Integration of the CRM system with Genesys Cloud CX enables agents to quickly identify and address customer issues. This helps reduce customer churn and keeps customers engaged and loyal to the brand.