Genesys has announced that its omni-channel routing engine has been integrated with Salesforce Service Cloud Lightning to enable advanced customer routing capabilities.

Now through the omni-channel orchestration of Genesys, joint customers benefit from the capability to manage and automate the customer journey across phone, email, web chat and text.

This integration allows data to be shared easily across Genesys and Salesforce, ensuring customer interactions are managed with insights from both environments.

This removes blind spots and friction-points in both the customer and employee experience, while preserving full context and interaction history along the way. It offers a multitude of advantages across marketing, sales and service functions including:

“We are thrilled Salesforce customers can now take advantage of our advanced, omni-channel routing capabilities,” said Merijn te Booij, chief marketing officer at Genesys. “Every day, we imagine and then deliver upon ways we can help businesses all over world connect every moment with their customers. This new Salesforce integration is the latest example of how we strive to connect every touchpoint — staying true to our vision that there will never be a lost moment with customers as long as Genesys technology is at the helm.”

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