CTI > Freshworks, Genesys Cloud
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Integrate Freshworks with Genesys cloud

So that agents have customer data, workflows, and engagement tools -   All in one place.
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Trusted by leading companies
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Supercharge your contact center productivity.

With CTI integration, Genesys cloud functionality is embedded in Freshworks as a widget. Not only does it give a single interface for Agents, but can invoke workflow to popup contextual data in Freshworks and automatically sync conversational data from Genesys Cloud.

One App for your contact center users.

With Genesys Cloud embedded within Freshworks platform, users have one place for all the required tools and data. 

Unified interface.

All the required tools and data in one place.

  • Single Sign-on to Genesys Cloud with Freshworks.
  • Embedded Communication tools of Genesys Cloud within Freshworks.
  • Contextual Pop-up of customer record when a conversation begins.
  • Data Sync of relevant conversation data between Genesys Cloud & Freshworks.
  • More than just voice - Handle calls, chats, Emails & Messaging configured on Genesys Cloud from within Freshworks.

Handle conversations efficiently and effectively. Increase agent productivity.

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Watch & learn more about Agent usage of the integrated app.

Watch & learn more about Agent usage of the integrated app.

For all model driven apps of Freshworks.

CX play utilizes Freshworks' CTI Framework to seamlessly integrate Genesys Cloud with all model-driven apps of Freshworks.

Fresh Desk

Fresh Service

Fresh Sales

Setup in minutes, not days.

 With Visual designer, integrating Freshworks - Genesys Cloud is a breeze. Setup in minutes.

Visually configure CTI  in minutes. No coding required.

With the visual designer to configure the CTI integration, setting up is fast and easy.

With a guided wizard setup fast without the need of indepth system knowledge of either apps.

  • Granular configuration options to personalize upto a queue level.
  • Guided setup wizard.
  • Faster change management and without the need of a development resource.
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UI Editor

Control what your agents see and how they see.

Edit unwanted UI elements for your process or add elements that help fulfill agent's tasks faster.

  • Enable / Disable optional functionalities as required for your business process.
  • Customize data visibility & operations on data like search from within the CTI.
  • Add UI elements to invoke CRM functions on a single click while on a conversation. (ex. to create a missing entity & tag to the conversation).
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BETA

Personalize Agent Experience

A global team needs a wide set of personalization. Starting with language options to specific routing to be used when a conference is initiated in a team - we got it all covered.

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Comming Soon.

AI led Agent Assist & intelligent data visualization.

Assist agent with AI led suggestions on the click of a button. Provide 

Provide insights from data with 3rd party systems that help in agent's conversations.

  • BYOT - Configurable option to bring your own suite of a Transcriber, knowledge base & AI engine.
  • Customizable space for custom data visualiozation.
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Curious how it is done ?

Here's a step by step look at how it is setup.

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Activate your App

Adds CXPlay CTI subscription to your Genesys Cloud Org.
  • Appfoundry

    Under 1 Minute.

    The first step > authorizing the CXPlay CTI app for Freshworks from Genesys Appfoundry as a valid subscription to your Genesys Cloud Org.

  • oAuth

    2-3 Minutes.

    Once activated, the next step is to click the 'My Apps' section in your Genesys Cloud admin > Select CXPlay and run the wizard to grant oAuth.

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Configure CTI

Set Queue specific details for Conversational context, Contextual Pop-up & Data Sync.
  • Login > CXPlay CTI

    Under 1 Minute.

    Investigating - We're currently experiencing an issue that's preventing Forms, Meetings and Ads from being modified. All existing forms on websites continue working and accepting submissions. We're actively investigating the cause of this issue and will update this page when more information is available.

  • Org Details

    2-3 Minutes.

    Setup Org details > Genesys Cloud Org , Cliend ID & your Dynamics 365 domain. 

  • Set Context

    5 Minutes.

    For each Queue / Campaign, setup context by choosing a Genesys Param and the associated entity in Dynamics 365 corresponding to the record used to identify the caller.

  • Contextual Popup

    BETA

    Personalize Agent Experience

    Seamlessly integrate our workflow automation designer into your SaaS, and empower your customers to craft complex automations using a visual builder.Get our mobile app

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  • Data Sync.

    BETA

    Personalize Agent Experience

    Seamlessly integrate our workflow automation designer into your SaaS, and empower your customers to craft complex automations using a visual builder.Get our mobile app

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  • Generate CIF url.

    BETA

    Personalize Agent Experience

    Seamlessly integrate our workflow automation designer into your SaaS, and empower your customers to craft complex automations using a visual builder.Get our mobile app

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Setup Channel Integration Framework

Install Openframe library, Setup CTI.
  • Update Channel Integration Framework

    Under 1 Minute.

    Next, you login to your ServiceNow and install openframe service add-on to your Freshworks platform. 

  • Assign Apps.

    Under 1 Minute.

    Next, you login to your ServiceNow and install openframe service add-on to your Freshworks platform. 

  • Assign users & roles.

    Under 1 Minute.

    Next, you login to your ServiceNow and install openframe service add-on to your Freshworks platform. 

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Voila ! your setup is complete.

Your CTI integration is complete, you may login and start attending to conversations from within your Freshworks app.
You may proceed with advanced settings to configure SSO and other process specific agentside personalizations.

Secure and reliable technology

Scale on-demand with elastic infrastructure and boldly drive your integration strategy backed by robust governance, security and controls. Your organization will move faster, while you remain confident your most sensitive data is secure and critical systems are protected.

SOC 2
Compliant
GDPR
Compliant
Data
Encryption
Flexible
Deployment

Use Cases

The CXPlay CTI integration for Freshworks , Genesys Cloud can power many different use cases, all benefiting from the same built-in features.

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Deployment with a distributed workforce.

Deployment usecase for a distributed team with a single instance of Freshworks & multiple Genesys Cloud Orgs - vice versa with localised settings for language preference & ...

Explore
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Freshdesk integration with Genesys Cloud for an ecommerce giant.

Genesys Cloud integration usecase for a team using Zendesk Sell. 

Explore
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Fresh Sales integration with Genesys Cloud.

Integrate once, use among all model driven apps of Zendesk.

  • Enterprise Technology
Explore
Want to read more? Go here  >

Ready to setup this integration ?

Resources

Guides & Resources to help you move faster.

Agent Features - Fact Sheet.

Explore the complete set of features for contact center agents in the integrated app.

Learn more . > 
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Solution Architecture 

Learn more about Architecture, Prerequisites and design considerations that fulfill the integration.

Learn more  > 
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Trusted by Enterprises, SI Partners and more than 100 of you

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