The process of designing and executing effective CX journeys is complex, involving many varied, interlocking pieces throughout the entire development lifecycle and beyond. For many businesses looking to simplify their infrastructure and consolidate their tech stack, Genesys and Salesforce have made it possible to integrate their platform, making it easier than ever to boost agent productivity and improve overall CX performance.
Learn how Cyara’s automated testing and monitoring solutions can help you ensure a flawless Genesys-Salesforce integration.
However, just as issues can arise whenever you’re introducing a new CX channel or tool into your environment, this integration is no exception. Developing and delivering quality CX isn’t easy, so it’s important to ensure that your infrastructure is optimized for excellence and that you’ve taken the necessary precautions to eliminate risks and defects before your customers are impacted.
Cyara’s AI-Led CX Transformation Platform is the only provider of Genesys-Salesforce integration assurance, so you can be confident that you’re making the most of your investment and decision to go live.
The Importance of Testing
When properly deployed and tested, the Genesys-Salesforce integration can open the door for great improvements to your CX offerings, improving your overall CX performance and ability to delight your customers. But, as businesses are looking to streamline their operations by integrating their Genesys CCaaS with their Salesforce CRM, it’s important to acknowledge the potential defects that can arise while integrating these systems. Otherwise, despite your best intentions, your customers may be exposed to defects that can impede your CX offerings.
With the amount of time and resources that are required to execute this integration, it’s essential to be confident that you’re making the most of your investment and that all your systems are working as intended. That’s where an automated testing and monitoring solution is of utmost importance.
An automated testing solution can crawl your entire infrastructure and identify potential issues, from the earliest stages of integration and beyond deployment. Unlike manual testing processes, which are time-consuming and offer only a limited glimpse into your systems, an automated testing solution can search every layer of your CX journey and accelerate your issue identification and remediation procedures. Then, when it’s time to go live, you can rest assured that you’ve already taken steps to prevent CX from escaping into production.
Why Choose Cyara for Your Genesys-Salesforce Integration?
Cyara provides the only solutions that can assure your Genesys-Salesforce integration. Our comprehensive, end-to-end, AI-Led CX Transformation Platform is designed to help you test, monitor, and optimize every facet of your CX offerings, both during the integration and beyond.
Cyara’s comprehensive testing and monitoring solutions assure all CX journeys including web, chat, email, SMS, and other self-service channels—such as IVRs—that are improved through the Genesys-Salesforce integration. Holistically monitor CX pathways to ensure that they’re always performing as designed, and your team will receive real-time alerts to jumpstart troubleshooting and issue remediation.
Altogether, Cyara’s solutions are integral to providing confidence that your infrastructure is always prepared to offer high-quality customer interactions, without the risk of any defects popping up unexpectedly and affecting your customers. As increasingly more brands make the decision to integrate their Genesys and Salesforce systems, Cyara is here to make the transition seamless and easy, so you can reap the benefits without any bumps in the road.
Discover Real-World Results with Cyara
As a trusted leader in the CX industry, top brands choose Cyara for all their CX testing and monitoring needs. Our customers have revolutionized their CX journeys and have realized many benefits, including:
- 95% time savings on test execution
- 85% increase in test coverage
- 24/7 visibility of end-to-end CX
- 90% increase in productivity for IVR development and testing
- 80% reduction in regression testing time
An integration between Genesys and Salesforce is exciting, allowing you to provide improved customer interactions and boost your team’s productivity. Cyara is prepared to help you take advantage of this exciting opportunity and get started on the right foot.
