The Total Experience Playbook
by Larry Mead, Kate Kompelien and Kurt Schroeder
Element CIMplicity CTI Connector for Genesys
To do their jobs more effectively, your agents need a 360-degree view of your customers. CIMplicity CTI Connector for Genesys provides just that by simplifying the agent environment and providing a unified view of Genesys Engage Premises interactions within Salesforce and other CRM systems.
Where Agent Experience and Customer Experience Converge
When your agents are empowered to do their jobs efficiently and effectively, they can spend more time focusing on delivering exceptional experiences to your customers.
CIMplicity CTI Connector for Genesys provides contact center agents with a unified view of Genesys Engage Premises interactions within Salesforce and other CRM systems, fueling exceptional customer experiences consistently with speed and quality.
This cloud-based software saves agents significant time compared to standalone systems by enabling them to navigate faster and use fewer keystrokes to access customer information. Plus, more of their time can be saved through intelligent screen pops.
CIMplicity CTI Connector for Genesys increases interaction quality because agents will be able to spend more time focusing on the customer instead of navigating disparate systems. It also helps business teams achieve faster agent onboarding.
Explore Related Elements
The Power of CIMplicity CTI Connector for Genesys
Maximize Agent Efficiency
Empower your agents to minimize screens, handle multiple customer sessions simultaneously, organize your data, and use task automation to simplify the agent experience.
Improve Customer Experiences
Provide business agility and allow agents to control multiple channels so they can focus on delivering better experiences to your customers.
Optimize Business Operations
Easily configure the system and integrate it with your back office systems to access more data and improve agent onboarding time.
Key Features of CIMplicity CTI Connector for Genesys
Supports Omnichannel Interactions
Supports Genesys Engage voice, email, chat, SMS, Open Media and outbound
Integrated Into Salesforce
Supports Service Cloud and Sales Cloud. Implements Genesys Engage contact center capabilities right within Salesforce, using OpenCTI, Web Service, Apex calls, or Avtex’s JavaScript API
Automatic Screen Pop
Automatically displays or creates Accounts, Cases and other Salesforce Objects using data from the call and IVR system
Supports Blending
Enables business units to blend Genesys Engage voice interactions with Salesforce chat and email
UCS History
Enables agents to search UCS history, look up contacts and resend emails
Configuration Utility
Includes a configuration utility with a wide range of settings and controls to enable each business team and IT personnel to tailor the software to their needs, without customization
