Enhance Agent Efficiency with Pointel’s Genesys Adapter for Salesforce

Posted on June 2, 2025

When customers reach out, time is everything. Your contact center agents need immediate access to customer data — without toggling between multiple applications. Manual processes and disjointed systems lead to longer handling times, higher operational costs, and lower customer satisfaction.

Fortunately, there’s a smarter solution.

A Unified Agent Experience

Pointel’s Genesys Adapter for Salesforce bridges the gap between Genesys Workspace and Salesforce, delivering a seamless, unified agent desktop experience. With features like screen pop, click-to-dial, and automated activity logging, agents are equipped to deliver faster, more personalized service — without switching screens.

This integration streamlines workflows, reduces call resolution time, and significantly enhances customer interactions.

Key Benefits at a Glance

✅ Shorter Call Resolution Time
Caller lookups are instant. Agents can view complete caller history and context as soon as the call connects, minimizing time spent navigating different systems.

✅ Automatic Activity Creation
Interaction records, including custom field data, are automatically created in Salesforce after each call. This reduces manual entry and ensures accurate reporting.

✅ Improved Customer Satisfaction
With less friction and faster responses, your customers get the attention and resolution they expect — and remember.

✅ Higher ROI from Your Contact Center
By maximizing the power of both Salesforce and Genesys, the adapter boosts agent productivity and drives down cost per interaction.

Built for Flexibility and Scalability

Pointel’s Genesys Adapter is designed with ease of use in mind. Admins can manage configurations centrally at the Genesys CME level and tailor screen-pops to specific Salesforce objects like leads, contacts, or cases. Whether you need to screen-pop a custom object or leverage click-to-call from any Salesforce page — it’s all configurable, scalable, and enterprise-ready.

Comprehensive Feature Set

🔄 Supports inbound/outbound voice, SMS, email, social, and Enterprise Workload Management (EWM)

🧠 Screen-pop to any Salesforce object: Case, Contact, Lead, etc.

📞 Click-to-call from any Salesforce record

🔍 Custom field search and automatic activity logging

🧩 Open CTI and Apex-based integration with scripting support

🧠 Real-time updates and caller context within Genesys Workspace

Why Pointel?

Deploying Pointel’s off-the-shelf adapter saves your organization time, budget, and the hassle of custom integration development. It’s the fastest way to unlock the full potential of your Genesys and Salesforce investments — while ensuring a frictionless experience for your agents and customers alike.

Ready to see it in action?

📩 Email us at contact@pointel.com

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