Earlier this year, the first 20 customers got their hands on the CX Cloud from Genesys and Salesforce.
The jointly released solution is a substantial step for CCaaS and CRM convergence, embedding Genesys’ enterprise contact center, journey orchestration, and workforce engagement management (WEM) capabilities within Salesforce Service Cloud.
There are several considerable benefits to the solution. First, lower support costs and integration requirements are significant.
Second, their coordinated approach enables unified agent and supervisor dashboards, a single channel set, native configurations, and cohesive AI features.
By combining those unified channel and AI features with journey orchestration, contact centers can design new, more efficient customer service experiences.
Lastly, and perhaps most significantly for Salesforce 360 or Einstein 1 customers, it gets more contact center data flowing into the Salesforce ecosystem.
As a result, each customer-facing function may benefit from increased customer visibility alongside better-informed and better-powered AI implementations.
Many of these points came up in conversations with two customers of the platform: Benify and the Valley Strong Credit Union.
Here is a summary of their experiences so far with the unified CCaaS-CRM solutions, as per a recent interview conducted by both CX providers.
Benify Saves $1.65MN with the CX Cloud from Genesys and Salesforce
HR technology provider Benify has a small, global customer support team of 20 agents.
The company was one of the first customers on the platform, with the implementation taking just four hours to complete.
It has also reported $1.65MN in total cost savings, a 20 percent reduction in time to resolution, and a 23 percent drop in errors.
By achieving this, Benify overcame many of the challenges from its previous contact center environment. There, agents spent too much time switching between apps, supervisors lacked meaningful insight, and developers struggled with CX process automations.
Philip Hagenfeldt, Commercial System Lead at Benify, spotted that a unified CCaaS-CRM offering could help push past these problems.
As such, it switched CRM providers to leverage the joint platform, which caused an increase in handling times in the first few days of implementation. However, Hagenfeldt added:
