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.