Data actions
Static actions are a starting point. Custom actions retrieve, update, or create records in Salesforce and other systems so a flow or a script can act on the real customer, order, or case.
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Genesys Cloud · Data actions and CRM
Genesys Cloud Custom Integration
CX Cloud from Genesys and Salesforce covers a unified agent desktop when the license tier and the packaged scope fit. A lot of operations need more: Architect routing on data outside the CRM, custom data actions, and a feed of interaction history into the warehouse. That is the Genesys work CXDisco builds.
Architect flows that look up data Genesys does not store.
Custom Salesforce, ServiceNow, Dynamics, and web-service data actions.
Useful when the embeddable Salesforce package is the wrong license or the wrong scope.
What CXDisco builds
Architect routing
Use those lookups inside Architect so the interaction is offered to the right queue — entitlement, priority, product line, or open case — before an agent picks up.
CRM beyond CX Cloud
Screen pop and case create when the packaged CX Cloud path fits. Custom writes when it does not: after-call work, several objects, or a CRM edition that cannot take the embeddable framework.
Interaction data out of Genesys
Conversations, queues, and outcomes should land where reporting already runs. We connect that history to the warehouse alongside the CRM record.
Good fit if you want
- Routing decisions based on live CRM or back-office data
- Less re-keying between Genesys and the CRM
- A data path that does not depend on a top-tier Salesforce license
- Interaction history available to the analytics team
Related integration work
See contact center CRM integration for Salesforce, ServiceNow, and Dynamics, and contact center data integration for warehouse, workforce, and quality feeds.
Start with an Integration Audit
Tell us which platforms you run and where data still gets copied by hand. We will map the CCaaS, CRM, and warehouse work a custom integration should take on.
Book an Integration Audit