GENESYS CLOUD CX & ZOHO CRM

Ready-to-use Genesys
Cloud CX & Zoho CRM
Integration

An intuitive omnichannel solution will help you catch all leads from
your website directly into your CRM and easily handle all inquiries
with personalized popup hints.

Experience the benefits of an efficient tools combination

Easily communicate with customers and reduce resolution time with real-time contextual data and suggestions.

Seamlessly switch channels during the communication using Omnichannel Capabilities.

Improve workflow and collaboration across teams with a single, unified work area.

Optimize processes and reduce costs with manual and redundant task automation.

Keep up-to-date customer data with interaction history and automated call logging.

Get insights about clientele and team performance from custom reporting and analytics.

52% of customers want fast, personalized, and interactive customer service. Yet 74% of agents say they'd be able to provide a more personalized customer experience if they had access to more tools and data.

On average companies miss around 35% of inbound calls, up to 51% of them are leads, nearly 50% of which could convert.

Key Features of Genesys Cloud CX & Zoho CRM Integration

Manage easily inbound and outbound activities without switching between screens whether it be phone, email, messenger, or social networks. With an embedded widget, all communication options are available directly from the customer profile in your CRM.

All cases and interaction history will be handled in one place - Zoho CRM and agents will receive a real-time notification with customer information, previous interaction notes, pre-build communication scripts, and AI suggestions for each new inquiry.

Know for sure that no one incoming request will be lost or not resolved if a customer reaches you at a non-working or overloaded time. Every call and message either inbound or missed will be recorded in Zoho CRM and a responsible person will be notified, while a customer will be informed of being contacted soon.

Gather insights on team performance and customer experience metrics with customized real-time or historical reports and analytics. Keep track of all necessary KPIs and important rates without leaving Zoho CRM to be able to respond promptly to changes in customer preferences, increase team efficiency, and improve internal processes

Empower your customers to solve simple issues by themself with a self-service option supported by a pre-trained AI assistant and an embedded knowledge base. If a customer needs human assistance the AI assistant will collect customer info like name, email, question, etc., and automatically route this inquiry to the best-fit agent based on skills and expertise, so the agent can focus on solving the issue not asking basic questions.

We’ll help you find the right strategy and products

Solution Mentors specializes in providing Genesys professional services including deployment and setup, modules and fields customization, integration with existing IT systems, ongoing support, and more. Our Genesys-certified developers will do their best to ensure your software runs smoothly providing high-level customer and employee experience. Over the years, we have gained a wide range of experience in developing and supporting reliable, resilient, and secure software tailored to business needs. We keep up with industry trends, take over new technologies, and enhance our expertise with professional certifications.