Salesforce

Important

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Genesys PureEngage Cloud offers two different ways for your Salesforce users to handle contact center interactions seamlessly within Salesforce. Both methods provide a single integrated agent desktop experience that presents complete customer information at a glance to more effectively serve customers in Salesforce.

• Gplus Adapter for Salesforce
• Agent Desktop in Salesforce Console

Gplus Adapter for Salesforce

Available in Salesforce Classic and Salesforce Console, the adapter provides voice and chat functionality, along with Salesforce-specific features such as updating activity history, screen pops, and click-to-dial.

Browser Support

The adapter supports the following web browsers:

• Microsoft Internet Explorer 10 and 11
• Google Chrome 38+
• Firefox 34+

To install and configure Gplus Adapter for Salesforce in your Salesforce environment, complete the procedure explained here.

Agent Desktop in Salesforce Console

Available in Salesforce Console, it provides Salesforce-specific features such as updating activity history, screen pop, and click-to-dial, along with the full Agent Desktop user interface and the following features:

• Voice
• Chat
• Email
• Outbound Preview
• Voice and Chat Supervision (monitoring, coaching, barge-in)

Browser Support

Agent Desktop in Salesforce Console supports the following web browsers:

• Microsoft Internet Explorer 11+
• Google Chrome 38+
• Firefox 34+

To deploy Agent Desktop in Salesforce Console, complete the procedure explained here.