Having your agents work directly in your CRM is a question that we get on a regular basis, and have crossed that bridge ourselves here at Inflow. This isn’t a flip of the coin type of decision, there are many factors to consider depending on your needs and your data stack.
As with many decisions we make it isn’t an “either-or” proposition, there is always the gray area and that presents a word we all love to hear in our work: options. Data governance is important for a lot of reasons, how you collect that information can be done in multiple ways and still be done correctly for your organization. One of the most powerful partnerships that we have formed is with Genesys Cloud for Contact Center performance.
Creating Efficiencies In Genesys Cloud & Salesforce For Your Contact Center Agents
At Inflow, we have Salesforce as a single source of truth for quotes, orders, contracts, accounting, support cases, marketing, project management…. You get the picture. Our support team has the option to work directly in Salesforce for the Contact Center, Genesys Cloud, or both. This allows them to work comfortably with options. We don’t pull all Salesforce data properties into the Genesys Cloud Agent Interface. The only customer info we sync to Genesys Cloud is which team the customer is assigned to and contract details. It’s a one-way sync.
Most customers choose an omnichannel approach to syncing customer interactions between platforms. We see many variations when we are looking to optimize their contact center operations however the most common we implement would be customers using Salesforce for email and Genesys Cloud for voice, chat, SMS text messaging.
Of course, there are many variations and flavors of how to approach, after all, it is your data that we are talking about and want to make certain you are well informed! We have put together this handy Pros and Cons based on different scenarios from our team who have been living different variations for years.