Avtex has launched their latest application, OneView, to provide contact center agents with a unified view of Genesys Cloud interactions within Salesforce unlike any other application available.
Unlike traditional softphones that require agents to use a separate window in or beside Salesforce, OneView provides a truly streamlined interface within Salesforce. With OneView, Genesys Cloud controls can be embedded directly into Salesforce, removing the need to toggle between multiple screens, providing a seamless experience for the agent through faster navigation. Embedding controls makes the actions simple and easy to accomplish for the agent, providing a better experience for the customer.
How OneView Works:
Embedded Interaction Controls and Salesforce Views
By combining OneView with Salesforce workflows, routine actions can be automated, which saves agents even more time by reducing keystrokes and mouse movements. Combined with dynamic screen pops, automated tasks, and integrated data, agents have all the information they need all in a single location, creating a better agent experience, shorter handle times, increased first-call resolution rates, higher customer and agent satisfaction and lower expenses.
Integration with Salesforce Process Automation
OneView can help increase interaction quality and decrease training time by enabling better process guidance. Walking the agent through the process creates a deeper customer focus instead of having to think about navigating the system or required steps. It can also help business teams improve operational performance by providing them with access to more data for decision making and reducing the time to on-board agents.
Benefits of New Genesys Cloud-Salesforce Integration:
For Business Users: Better Interface and More Capabilities
- Embedded interaction controls in Salesforce views
- Include Genesys Cloud in automation built in Salesforce Flows
- Automatically create, populate, or update Salesforce objects
- Option to use Genesys or Salesforce digital channels
- Push data to Salesforce or Genesys Cloud for comprehensive reporting and greater insight
For IT Users: Superior Design and Less Effort
- Workflows and automation designed in Salesforce Flow
- Pre-built Salesforce drag and drop UI components
- Supports Sales Cloud and Service Cloud Lightning experiences
- Easy to install and upgrade/continuous improvements
Ultimately, by saving agents time, increasing interaction quality, and improving operational performance, OneView enables contact centers to deliver better business results. This can include shorter handle times, increased first call resolution rates, higher customer and agent satisfaction, and lower expenses.
OneView is a certified Genesys AppFoundry Premium Application and can be ordered through the Genesys AppFoundry marketplace.