Service Cloud Voice With Genesys on Salesforce: An Implementation Guide
Please note this document is work in progress; am updating as and when I get time
tl;dr These are the notes from a recent implementation of Service Cloud Voice.
Integrating Genesys telephony to an org implementing Industries Finance Cloud.
The implementation used Genesys Cloud CX to integrate telephony to Salesforce via Omni Channel.
Introduction Integrating a telephony system with Salesforce’s Service Cloud can significantly improve the agent experience and customer service quality.
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