Service Cloud Connector

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The Oracle Service Cloud Connector for PureCloud integrates the Genesys PureCloud Solution with Oracle Service Cloud. Via a simple click contact center agents can access customer relationship data and hence provide for a more informed service, make more informed decisions, and ultimately increase the productivity of the agent and the satisfaction of the customer.

USD Connector

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The WDE Connector for Microsoft Unified Service Desk (USD is a solution designed to seamlessly integrate Genesys Workspace Desktop Edition (WDE with Microsoft Dynamics through USD. This integration provides contact center agents with real-time access to comprehensive customer data, enhancing their ability to deliver efficient and personalized service. By minimizing the need for extensive customization, the WDE Connector reduces integration costs and allows businesses to maintain control within the Genesys environment. It effectively bridges the gap between customer relationship management (CRM systems and contact center operations, ensuring that agents have the necessary information to achieve first-call resolution. Key Features and Functionality: - Multichannel Readiness: Supports various communication channels, enabling agents to manage multiple interactions seamlessly. - Multiple Dynamics Sessions: Allows concurrent management of multiple Microsoft Dynamics sessions, enhancing agent productivity. - Keep Alive Protocol: Ensures continuous communication between WDE and USD sessions, maintaining system stability. - EventHandler Processing: Facilitates screen pop-ups based on attached data or Automatic Number Identification (ANI, providing agents with immediate access to relevant customer information. - Command Processing: Enables execution of commands such as making calls, attaching data, and custom commands directly from the CRM interface. - Interaction Management: Supports handling multiple interactions within USD without loss of data, even during system restarts. - Compatibility: Operates with Genesys version 8 and above, ensuring broad applicability. Primary Value and Problem Solved: The WDE Connector addresses the challenge of integrating CRM systems with contact center solutions without incurring significant customization costs. By providing real-time access to customer data, it empowers agents to deliver prompt and efficient service, thereby enhancing customer satisfaction. The solution's client-side integration architecture offers scalability, fault tolerance, reliability, bidirectional control, flexibility, and ease of deployment. This ensures that contact centers can operate smoothly without the risk of system-wide failures, even if individual components experience issues. Ultimately, the WDE Connector streamlines operations, reduces integration expenses, and improves the overall efficiency of customer service teams.

CRM WDE Connector

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The Genesys Workspace Desktop Edition (WDE) Connector eliminates the extensive SAP work usually required to customize the connection between the CRM and contact center. Keeping as much of the customization as possible within the WDE Connector’s scripting module reduces the total cost of the integration and allows the business to maintain control in Genesys instead of in the CRM.

The Smart Connector for SAP Customer Experience

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The Smart Connector for SAP Customer Experience automates and delivers phone calls, emails and chats to agents in a comprehensive UI, boosting agent productivity, enriching CRM data with CTI KPIs & collects it all in one place, designed and built to solve real customer needs

Siebel connector for PureCloud

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The Siebel Connector for PureCloud integrates the Genesys PureCloud Solution with the Siebel CRM. Via a simple click contact center agents can access customer relationship data and hence provide for a more informed service, make more informed decisions, and ultimately increase the productivity of the agent and the satisfaction of the customer.

SAP Connector

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The SAP Connector for PureCloud integrates the Genesys PureCloud Solution with the SAP CRM. Via a simple click contact center agents can access customer relationship data and hence provide for a more informed service, make more informed decisions, and ultimately increase the productivity of the agent and the satisfaction of the customer.

PureCloud for Sugar CRM

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The Sugar Connector for PureCloud integrates the Genesys PureCloud Solution with the Sugar CRM. Via a simple click contact center agents can access customer relationship data and hence provide for a more informed service, make more informed decisions, and ultimately increase the productivity of the agent and the satisfaction of the customer.

Smart Connector for SAP S/4HANA

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The Smart Connector for SAP S/4HANA is the out-of-the-box solution to integrate all the Genesys Cloud channels inside SAP S/4HANA using the Genesys Cloud Embeddable Framework. This solution allows having Genesys Cloud embedded inside SAP so always visible and accessible whatever interaction is managed by the agent.

Smart Connector for SAP C/4HANA

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The Smart Connector for SAP C/4HANA is the out-of-the-box solution to integrate all the Genesys Cloud channels inside SAP C/4HANA (also known as SAP Hybris or C4C) using the Genesys Cloud Embeddable Framework. This solution allows having Genesys Cloud embedded inside SAP so always visible and accessible whatever interaction is managed by the agent.