Pros Cons Genesys Cloud vs Salesforce 1



  • Access to all of your customer data

  • Single interface for agents - log in/out, off queue/on queue, see schedule, canned responses, send email, transfer calls, etc. (keeps most Genesys Cloud functionality)

  • Caller ID Screen pops built in

  • Omnichannel status syncing

  • Omnichannel integration - mix and match email, phone, chat, sms between Salesforce and Genesys Cloud

  • If you’re a heavy Salesforce shop - having all of your Salesforce info at the ready in addition to ACD and click to dial functionality

  • Limited to Salesforce call center integration capabilities - which is not fully customizable

  • No supervisor tools - agent app only (Causes mixed reporting between Salesforce and Genesys Cloud)

  • Lose access to Genesys Cloud third party integrations in one window (Brightmetrics, etc.)

  • PureCloud license requirement per agent per month ($15)

  • Salesforce professional license or greater required