Workspace Connector for Salesforce.com Integration Leverages Customer Experience Platform and Applications

SER VICES DATAS H EET
Workspace Connector for Salesforce.com
Improve your agent productivity and your customer experience
Integration Leverages Customer Experience Platform and
Applications
The Genesys Workspace Connector integrates with the Salesforce.com Service Cloud
Console to allow your agents to handle customer calls more quickly. With screen pops of
customer records and click-to-dial outbound calling, your agents can smoothly interact
with customers.
Speed Your Call Resolutions and Deployment
BENEFITS
• Gain seamless interoperability
for your agents using Genesys
Workspace and Salesforce.com
• Avoid in-house interface
development costs and time
delays with a quick deployment
with “out-of-the-box” connector
Right “out-of-the-box”, the Workspace Connector for Salesforce.com provides open
scripting that works with both Person Accounts and Business Accounts, leveraging your
investments in Workspace and Salesforce.com. In addition, you can modify specific
queries and field use to meet your specific needs.
When Workspace starts, your agents are presented the Salesforce.com browser view,
creating automatic communications between the two apps and making it easy for them
to use the capabilities of both applications. This seamless interoperability increases the
call-handling capacity of your current agents.
Keep Your Agents’ Customer Knowledge Current
Activity history is kept current since the Workspace Connector can create records of
activity history automatically as soon as interactions are completed – one less thing for
agents to have to remember. The connector writes a task containing disposition and
other interaction-related information such as attached data to Salesforce.com and applies
it to the popped record. With this capability, your company improves its “corporate
memory” of all customer interactions which agents can use to show customers just how
important they are to your company.
S ERV IC E S DA T A S H E ET
Workspace Connector for Salesforce.com / page 2
Figure: Workspace Connector Environment with Salesforce.com
KEY FEATURES
• Inbound/Outbound Voice,
eServices, intelligent Workload
Distribution, SMS and social
channels support
Genesys Platform
• JavaScript with Apex package in
Interactions
Stats
Configuration
Events
Salesforce.com
• Open CTI-configured Visual Force
page
Http
Listener
Workspace
• Scripting to create new or update
existing interactions in Workspace
• Apex classes incorporating
SOQL and SOSL commands for
interaction with Salesforce.com
Http
Client
• Salesforce Business Accounts or
Scripted
Actions
Records
Person Accounts support
OpenCTI
Salesforce.com
User’s Workstation
Technical Specifications
• Interaction Workspace version 8.1.3 or
greater
• Salesforce.com Service Cloud Console
Integration Toolkit
Supported Desktop OS
• Microsoft Windows and selected
browsers supported by Salesforce.com
Prerequisites
• .NET Framework 3.5
• VDI technology such Citrix XenAppTM
compatibility
Other
• Default or dynamic ports for
communications; dynamic ports
required for shared
presentation resources such as Citrix
• Apex classes with SOQL and SOSL
commands to drive Salesforce.com
interaction
• Synchronization through
Salesforce.com tab actions
to Workspace
About Genesys
Genesys is the market leader in
multi-channel customer experience
(CX) and contact center solutions
in the cloud and on-premises. We
help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels and interactions to turn
customers into brand advocates.
Genesys is trusted by over 4,500
customers in 80 countries to
orchestrate more than 100 million
digital and voice interactions each day.
Visit us at www.genesys.com
or call us at +1.888.436.3797
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
Copyright ©2014 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.