Top 5 Things You Can Do With DaVinci Integration for Genesys PureCloud and Salesforce December 2, 2019 Given the timing of two key events, the Salesforce Annual Conference – Dreamforce 2019 a few weeks ago and AMC’s validation of our DaVinci integration for Genesys PureCloud this week, I think it’s the perfect time to share the top 5 things you can do with DaVinci integration for Genesys PureCloud and Salesforce. The combination of Genesys PureCloud and DaVinci delivers advanced customer service capabilities across a large variety of CRM applications, such as Microsoft Dynamics, SAP C4C, ServiceNow, Zendesk, and of course, Salesforce. While this article will specifically focus on Salesforce and PureCloud integration, keep in mind that you can realize many of these same benefits in your own CRM system. Genesys PureCloud is an all-in-one cloud-based contact center software built to improve the customer experience. PureCloud acts as a central hub for all customer interactions via SMS, email, voice call, or even social media. AMC Technology’s DaVinci is also a cloud-based platform that allows customers the best of breed capabilities to integrate CRM and contact center applications. DaVinci supports both premise and cloud contact center platforms and allows you to integrate those platforms through a variety of CRM systems. Customers choose DaVinci when they wish to leverage their existing communication infrastructure, combine best of breed channels from both premise and cloud, and achieve deep integration with their CRM system. Now let’s get right into the 5 top things you can do with PureCloud and Salesforce via DaVinci. Top 5 Things You Can Do 1. Deploy in Minutes Enabling Genesys PureCloud within your Salesforce system can be deployed in minutes in just a few steps. Businesses can achieve simple call scenarios like screen pop and softphone control within Salesforce in under 30 minutes, and then enable more complex use cases as required with minimal time. No longer do contact center projects take weeks or months, instead features can be implemented in minutes and rolled out to agents and agent groups as need. PureCloud within your Salesforce system can be deployed in minutes in just a few steps. Businesses can achieve simple call scenarios like screen pop and softphone control within Salesforce in under 30 minutes, and then enable more complex use cases as required with minimal time. No longer do contact center projects take weeks or months, instead features can be implemented in minutes and rolled out to agents and agent groups as need. First starting with the PureCloud Administrative Portal to configure the basics of your contact center, such as users, telephony, and channel settings. The next step is to create your DaVinci profile through Creators Studio (studio.contactcanvas.com) and select the Genesys PureCloud and Salesforce Apps. The final step is to configure the DaVinci Agent URL within Salesforce Call Center configuration. Once configured, launch Salesforce and you’re ready to take your first call. 2. Dramatically Improve Customer Service Now that you’ve gotten your PureCloud and Salesforce systems talking to one another through DaVinci, you’re ready to see some significant improvements in custom service. There’s nothing more powerful than combining CTI and CRM for customer service. Agents will have a powerful toolbar embedded in a single pane of glass experience making interactions with customers much easier. As calls, SMS, or Chats get routed to the agent, they’ll immediately see all the relevant Salesforce records even before answering the phone. If the customer entered information on an IVR, that data will be displayed along with any related records. Agents will easily control their softphone, including call transfers, hold and retrieve, and other advanced functions without having to leave the Salesforce application. Setting yourself ready or providing reason codes for when agents take lunch or break are all readily available with a few clicks. Making outbound calls is even easier. As agents or knowledge workers navigate through Salesforce, any contact record or call list can be immediately contacted through a single click, referred to as click-to-dial. With DaVinci, you have the option of click-to-dial or even click-to-message, like SMS. Overall the integration can dramatically improve your customer service. 3. Automatically track activities in CRM A critical feature of the DaVinci App for Salesforce and PureCloud is the ability to automatically track agent and customer activity within Salesforce. Tracking and reporting of agent and channel metrics, typically required combining data from several systems and significant manual record keeping, but with DaVinci, reporting and tracking happens automatically. Agents actions, like being on an interaction, placing calls on hold, performing tasks after a call has ended, etc. are all automatically tracked. Customer interaction data, including chat transcripts, are all associated with their contact record and any related records like new cases that are created. Because all the data collected by DaVinci is centrally stored in Salesforce, businesses can leverage the full reporting capabilities Salesforce provides, through standard reports and dashboards. Agent metrics can be easily compared, and customer data is seamlessly combined with interaction records. All this tracking is done without any manual efforts by the agent, dramatically improving the quality of your customer service performance data 4. Leverage the full capabilities of PureCloud Genesys PureCloud is a powerful cloud-based CCaaS (Contact Center as a Service) solution, and DaVinci integrates the full capabilities into Salesforce and other CRMs. With Genesys PureCloud, customers have the ability to handle voice, SMS, chat, and social messaging. Interactions can be routed through their powerful routing engine. PureCloud offers extended functionality like workforce engagement management, bots, and even co-browsing and screen sharing. With DaVinci, businesses can leverage all these capabilities. As customers interact with voicebots or chatbots, the interaction data is sent to the agent so they can see what the customer had previous done. Agents can handle voice, SMS, social, and chat all through the DaVinci Agent fully integrated within Salesforce. 5. Get the most from your CRM Salesforce is a broad CRM platform, supporting marketing, sales, service, financial services, along with non-profit and other industry offerings. Within each of these modules are powerful capabilities like Omni-Channel, their ability to route business records like cases and leads, Einstein, an advanced AI engine, and Workflow, Lightning, and more. Businesses that invest in Salesforce look to get the most from their investment. DaVinci helps customers leverage these capabilities to their fullest. DaVinci supports Einstein and LiveAgent to allow the agent to launch flows that can automatically guide the customer through a process, like searching knowledge base or creating a case. DaVinci can also combine PureCloud routing with Omni-Channel routing, so agents can go beyond just voice, SMS, and chat, and also handle business objects, like cases and leads as time permits. All of these activities are all stored centrally in Salesforce for easy reporting. Through DaVinci’s support for OpenCTI, businesses can leverage the integration across all their modules, including Sales, Service, Marketing, Financial Services, and more. DaVinci, Salesforce, and Genesys PureCloud – A Powerful Combination I covered the top 5 things you can do with the integration of Saleforce and Genesys PureCloud through DaVinci, which only scratches the surface of everything businesses can do. With this combination, businesses can find the right agent at the right time, to provide the best customer service experience across a wide range of use cases. Contact us if you want to learn more about how AMC can help you improve your interactions. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.