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Piero Calcagno 1Piero Calcagno 1 

Use Genesys Cloud for Salesforce adapter to handle interaction across all channel without using SF Omni-channel. Pls HELP!


Hi Everybody,

I working on the integration between Genesys Pure Cloud and Salesforce. The challenges we are facing are related to the fact that the client's contact centre currently handles all channels via Genesys. In particular, they leverage workforce management, quality assurance and real-time monitoring capabilities provided by Genesys Cloud across all channels.

Normally, the right solution to apply would have been when SF comes into play:
  1. Use the adapter to handle voice interactions
  2. Use SF omnichannel capabilities to handle text-based interactions (chat, email, WhatsApp, SMS, etc...)
  3. The adapter would guarantee the synchronization of the agent status between GC and SF
Unluckily, the option described above won't allow us to preserve WFM, QA and RT monitoring for all the channels that will not pass through Genesys (see point 2). 

This was a digest of the story that is bringing me to consider an option where
  1. All interactions will flow through Genesys as it happens today for the client
  2. The adapter will basically handle the UI integration between the two systems
  3. No omnichannel capabilities in place
My questions are:
  • Does anyone have experience with such a similar scenario?
  • How is the CSR experience with text-based interactions (e.g. with a chat)? The chat should be handled in a Genesys frame. Correct? Is this frame integrated into the console? Or will it be promoted as a separate screen?
I don't have the chance to test this scenario and I didn't receive any useful advice from Genesys. 

Thanks in advance for your support!

Regards,

Piero
Rahul Mishra 155Rahul Mishra 155

Hey Piero,

If you are not using “Salesforce Omni Channel” but still want to enable omnichannel interactions within the Salesforce environment - go for a third-party integration. You can connect Genesys Cloud with Salesforce using a CTI connector. Since Genesys Cloud itself has its own email, voice, and chat channels - you won’t need Salesforce omnichannel capabilities to enable omnichannel integration. 

Learn more here: https://www.novelvox.com/integrations/salesforce-genesys-cti-connector/

Hope this helps!!