by Larry Mead, Kate Kompelien and Kurt Schroeder
Your contact center agents are on the frontline. Empowering them to do their jobs more efficiently allows them to focus on delivering exceptional experiences to your customers. OneView provides contact center agents with a unified view of Genesys Cloud interactions within Salesforce, fueling exceptional customer experiences consistently with speed and quality.
Fuel Exceptional Customer Experiences with Speed and Quality
Agent experience is inextricably linked with customer experience – you can’t have one without the other. When your agents are empowered with the right tools, resources, and information they are more likely to deliver rich experiences to your customers.
OneView is different from traditional softphones that require agents to use a separate window in or beside Salesforce. Instead, OneView provides a streamlined interface within Salesforce, saving agents time and automating routine actions.
OneView helps increase interaction quality by enabling agents to focus on customers and by providing process guidance. And it can help business teams improve operational performance by giving them access to more data for decision making. It also reduces the time needed to on-board agents.
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Key Features of OneView
Embedded Interaction Controls
All interaction controls are embedded in Salesforce views so you can eliminate windows
Populate and Create Salesforce Objects
Automatically uses data from calls to pop customer’s account or create a new one
Integrates with Salesforce Process Automation
Integrates with Salesforce process automation allowing the client to design processes that include Genesys Cloud interactions
Option to Use Salesforce Digital Channels
Option to use Genesys Voice with Salesforce digital channels like chat, cases, and social
Interaction Data for Use in Salesforce of Genesys Cloud
Comprehensive data is available to create new reports and dashboards with Genesys Cloud or Salesforce, or blend with existing ones
Workflows and Automation Designed in Salesforce Flow
Software that Salesforce developers and administrators are already familiar with.