External Routing Connector for Genesys logo

External Routing Connector for Genesys

By SoftphoneAgent Productivity

Rating
Not rated yet
Reviews
No reviews yet
Pricing
Paid
From €15 per user per month
Listed since
2018

About External Routing Connector for Genesys

External Routing Connector for Genesys PureEngage and PureCloud

The Softphone's External Routing Connector allows Salesforce chat, email and task routing through the Genesys routing engine (Orchestration Server or Universal Routing Server). This allows blending agents for both Salesforce and Genesys digital channels. With the Workspace Connector, the agent presence can be controlled by a single application (Genesys). This Connector allows a consistent and unified reporting on all the voice and digital channels (both for Salesforce and Genesys channels).

Highlights

  • Salesforce Chat, Email, Case, Task enhanced routing capabilities through Genesys routing engine (workitems and third party channels)
  • Agent presence controlled in a single place for both Salesforce and Genesys (when combined with Workspace Connector) Allowing a single Universal Routing Queue and blending media on a single agent (Salesforce and Genesys channels on the same agent).
  • Unified reporting for all the channels (both Salesforce and Genesys).

Screenshots

External Routing Flow Diagram

Image 1 of 4

External Routing Flow Diagram

Pricing

Paid, from €15 per user per month.

External Routing Connector for Genesys plans
PlanPriceBilled
Connettore External Routing€15 per userMonthly

Volume discount is applied above 100 users.

The publisher offers discounts.

Compatibility

Requires
  • Sales Cloud
  • Service Cloud
Salesforce editions
  • Professional
  • Enterprise
  • Unlimited
  • Performance
  • Developer
Lightning Experience
Supported
Salesforce mobile app
Not supported
Salesforce security review
Passed on September 7, 2021
Languages
  • English

More Agent Productivity apps

The most reviewed Agent Productivity apps on the AppExchange, to compare before you choose.

All app categories