Sold by: Synqed
Elevate Your Contact Center: Genesys Cloud Inside Salesforce. Empower agents and boost productivity with Synqed's seamless integration - unifying Salesforce intelligence with Genesys Cloud capabilities.
Overview
This powerful, flexible, and easy-to-deploy connector embeds Genesys Cloud advanced capabilities directly into your Salesforce environment, delivering a fluid experience for agents and a seamless journey for your customers.
Features
- Screen-pop: Upon interaction arrival or answer, the connector instantly identifies the contact and customer intent. It automatically triggers a pre-filled Salesforce form, providing agents with a complete, context-rich workspace from the first second. While our out-of-the-box library covers the most common workflows, the entire automation logic is fully customizable to fit your unique business needs.
- Click-to-dial: To enhance productivity, the connector provides a click-to-dial feature, which allows agents to dial directly from Salesforce fields, in addition to the direct dialing from the Genesys Cloud widget.
- Digital interactions: Digital interactions follow the same seamless logic as voice calls. For example, a chat triggers an immediate screen-pop and is managed entirely within the Genesys Cloud widget. Once resolved, the full transcript is automatically saved to Salesforce - a standardized process applied across all digital channels.
- Interaction data sync: To keep your data in perfect harmony, the connector automatically synchronizes notes, wrap-up codes and other information between Genesys Cloud and Salesforce.
Prerequisites
- Salesforce (no OpenCTI or Salesforce Voice licenses required)
- Genesys Cloud
Procurement
Ensure a streamlined procurement process and the best commercial terms for your organization. Before subscribing, we recommend a mandatory architectural review with our solution experts to align with your enterprise environment. Contact sales@synqed.ai for tailored offer details.
Deployment
This connector is provided with a full set of out-of-the-box configurations that avoid lengthy implementation cycles and get your team up and running quickly. While the connector can be self-deployed by following the provided deployment guide, enterprise deployments require precise alignment across CCaaS, CRM, and internal workflows. To guarantee a smooth implementation and rapid time-to-value, we strongly prescribe our Deployment Services for Synqed Connectors . Our expert deployment team combines deep CCaaS, CRM, and connector expertise with real-world project experience to support your team through architectural review, configuration, testing, and go-live validation.
Highlights
- Elevated agent experience: Agents stay focused within Salesforce, with Genesys Cloud tools appearing only when needed. A robust automation layer guides every step, ensuring seamless interaction management.
- Secure & Scalable: The connector operates entirely on the local agent machine, ensuring sensitive data never touches the cloud. By shifting integration to the client side, you eliminate server-side bottlenecks and allow your infrastructure to scale seamlessly alongside your team.
- Future-Ready: Our connector evolves in lockstep with Salesforce and Genesys Cloud. Through continuous updates, we ensure seamless compatibility and give you immediate access to the latest platform innovations. Our connector does not require OpenCTI or Salesforce Voice licenses.
Details
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Delivery method
Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Named users contract | Price per named user. Select either named or concurrent users contract, not both. Specify the number of users. | $239.88 | |
Concurrent users contract | Price per concurrent user. Select either concurrent or named users contract, not both. Specify the number of users. | $359.88 |
Dimensions summary
This listing uses a contract pricing model priced per user. You choose between two mutually exclusive options and cannot combine them. The named users contract charges for each specific person assigned a license. The concurrent users contract charges for the number of users active at the same time, regardless of who. In both cases, you specify the number of users, and your total cost scales directly with that count. Pick the model that fits how your team works: named for fixed assignments, concurrent for shared or shift-based access.
Top-of-mind questions for buyers
The named users contract charges for each person assigned a license, no matter how often they log in. The concurrent users contract charges for how many people use the connector at the same time. Named suits fixed teams; concurrent suits shift-based or shared access. You pick one, not both.
No. The connector runs as Lightning Web Components inside Salesforce. It uses a headless, browser-based architecture with no extra cloud application or middleware server to deploy or maintain. It supports standard and custom Salesforce objects without custom professional services.
Each licensed user gets a unified workspace for voice and digital channels inside Salesforce. This includes the embedded softphone, two-way syncing of agent and interaction states, create/read/update/delete support for standard and custom objects, and triggering of Salesforce Flow automations from call data.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
Please reach out to sales@synqed.ai with any questions or for options on contract or pricing terms. Our technical support team can be reached at helpdesk@synqed.ai .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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