Genesys has partnered with Salesforce.com to launch a new customer service solution in the Cloud.

Built natively on the Salesforce platform, Genesys Connect leverages Salesforce.com's Service Cloud user interface for agents and employees across voice, social, web and mobile customer channels.

Agents using the solution can prioritise customer service with pre-defined templates for customer interaction routing.

Tony Kavanagh, VP of marketing, Service Cloud for salesforce.com, said: “Today, building great customer connections is paramount and a key differentiator to standing out in a competitive marketplace.

“Genesys, and its 20+ years of customer service experience, brings unique voice and customer experience capabilities to the Service Cloud, helping enterprises better connect with customers.”

Ovum analyst Daniel Hong said of the partnership: “The combination of Genesys and salesforce.com will help enterprises create a unique and powerful customer experience in the cloud using best-of-breed solutions and a tightly integrated approach that simplifies management and accelerates deployment time.”