On-premise or cloud, InGenius leads the way with Salesforce and Genesys

March 22, 2024 4 minute read

Organizations are increasingly adopting cloud-based telephony systems, driven by compelling advantages such as scalability, cost-effectiveness, and operational flexibility. But while the benefits of the cloud are undeniable, the journey to cloud telephony is not one-size-fits-all—and not every company is ready to make the switch just yet.

Despite the widespread appeal of the cloud, many companies—such as those with substantial legacy investments, concerns about internet stability, or stringent compliance requirements—continue to depend on on-premise telephony systems.

Move to the cloud at your pace

The transition from an on-premise to a cloud infrastructure is not always a straightforward or quick process. The new Upland InGenius integration between Genesys Engage—the on-premise telephony solution from Genesys—and Salesforce Service Cloud Voice, delivers a simplified, faster solution.

Available on Salesforce AppExchange, the new computer telephony integration (CTI) bridges the gap between organizations’ on-premise telephony and their digital future. It seamlessly integrates existing voice channels into Salesforce Service Cloud Voice, providing organizations with a strategic enabler while they navigate their journey to the cloud. Contact centers using Genesys Engage can now extract the maximum value from their existing telephony investment—while boosting agent productivity, enhancing customer experiences, and embracing the benefits of digital transformation with the Salesforce CTI integration.

With this latest addition to its offering, InGenius becomes the sole CTI solution that links Salesforce Service Cloud Voice to both Genesys’ on-premise and cloud telephony systems. If and when organizations decide to migrate to Genesys Cloud in the future, they can seamlessly continue using InGenius, ensuring a consistent user experience and facilitating smoother adoption.

Why connect Genesys Engage to Salesforce Service Cloud Voice?

A seamless connection between a company’s CRM and phone system is pivotal to customer satisfaction and agent productivity. InGenius enables companies to leverage the capabilities of Salesforce Service Cloud Voice while retaining their existing telephony infrastructure.

For companies still reliant on on-premise servers, agents often need multiple applications to complete a task for a customer. The Genesys Engage-Salesforce Service Cloud integration from InGenius gives agents a single pane of glass to work from, improving efficiency and reducing call handling time.

With this integration, organizations can sync agent presence status for more productive omni-channel agents, shave more time off each call with interactive voice response (IVR) and call data mapping, and deliver exceptional customer experiences with the robust features and functionality of Service Cloud Voice. InGenius features such as click-to-dial, automated call logging, CRM screen pop, and CRM screen transfers further streamline the agent experience.

Contact centers leveraging the InGenius CTI integration between Genesys Engage and Service Cloud Voice can expect to see the following benefits:

  • Unified data hub: Consolidate IVR and voice data within Salesforce to gain a comprehensive view of customer interactions and preferences.
  • Digital channel optimization: Incorporate digital channels to meet evolving customer expectations, even before migrating to Genesys Cloud.
  • Easy deployment: Install the InGenius package via a web conference. No desktop installation is required, ensuring hassle-free implementation.
  • Dedicated support: Receive on-premise integration support from InGenius’s experienced CTI team, backed by 13 years of Salesforce partnership.

Empowering today, preparing for tomorrow

In a world where the cloud beckons but transition complexities linger, InGenius bridges the gap, empowering organizations to embrace digital transformation at their own pace. With the InGenius CTI integration between Genesys and Salesforce Service Cloud Voice, every organization—regardless of cloud maturity—can now ignite new levels of productivity and customer service excellence in their contact center.

Ready to connect your Genesys Engage system?

A Salesforce partner since 2012, InGenius empowers contact centers to maximize their technology investments. To get started with the InGenius integration between Genesys Engage and Salesforce Service Cloud Voice, contact us or visit Salesforce AppExchange.


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