Seamlessly Connect Oracle CX Cloud with Genesys: A Smarter Way to Elevate Customer Engagement

Struggling with disconnected systems and slow customer support? The Genesys Adapter for Oracle CX Cloud bridges the gap between your CRM and contact center — giving agents real-time access to customer data and call controls in a single view.

Why Integration Matters

Imagine your agents toggling between multiple systems to access customer records, call controls, and interaction history. Not only is it time-consuming, but it also increases the risk of errors and delays. Integration resolves these pain points by bringing everything together on a single screen.

With the Genesys Adapter, you’re empowering your agents with:

• Real-time access to customer records
• Contextual screen pops for incoming interactions
• Embedded call controls inside Oracle CX
• Seamless call logging and case creation
• Reduced call handling time and increased first-call resolution

Key Features at a Glance

• Embedded Softphone – Agents can handle calls directly within Oracle CX — no need to switch apps.
• Screen Pop – Instantly display customer info and interaction history for faster, personalized support.
• Click-to-Dial & Auto Logging – Save time with one-click calls and automatic interaction logs.
• Omnichannel Support – Handle calls, emails, and chats — all from within Oracle CX.

Business Benefits

• Reduce call handling time
• Improve customer satisfaction
• Cut training and onboarding costs
• Boost agent productivity

Use Case: A Telecom Giant Streamlines Support

A leading telecom company using Oracle CX Cloud faced rising handle times and inconsistent service quality. After implementing the Genesys Adapter, their agents could instantly view the customer’s billing history, service plan, and previous complaints — all before answering the call. The result? A 20% decrease in average handle time and a significant boost in CSAT scores within 90 days.

Quick Deployment, Long-Term Gains

With rapid implementation and expert support from Pointel, you can start delivering better customer experiences in days — not months.

Ready to Elevate Your Customer Experience?

Integrate the best of both worlds — Oracle CX and Genesys — and empower your agents like never before.

📩 Email us at contact@pointel.com

📞 Call +1 (732) 744-0440

💡 Request a demo today and see the transformation in action.