Frequently Asked Questions

Connectors by Softphone are powerful add-ons that enable seamless integration between the Genesys Cloud platform and all major Enterprise Systems. These connectors facilitate daily contact center routines by leveraging the Genesys Cloud widget, interface, and channels.

Our Connectors support major Enterprise Systems such as

• SAP C/4 HANA,
• Salesforce, Dynamics 365,
• ServiceNow,
• Oracle Service Cloud,

and many more. We also provide a Universal Connector for integrating with other Enterprise Systems and custom-made systems.

Yes, Softphone is already listed on Genesys AppFoundry, including all connectors except for Pega.

We have recently released connectors for HubSpot and Freshdesk, and specific connectors for Salesforce and Zendesk. Currently, we are focused on extending the capabilities of existing connectors, including adding AI features like real-time Genesys Cloud voice transcripts to CRM AI feeds.

Our roadmap includes extending current connector capabilities, integrating AI features, and potentially releasing new connectors based on market demand.

Softphone is already listed on the App Foundry, offering a wide range of connectors.

Yes, we have several demonstration videos available on Vimeo: Softphone Smart Connectors Video Showcase.

Yes, we have several government customers in North America and multiple references in the banking and financial sectors across Europe, North America, and APAC.

Yes, we provide demos and free trials so customers can test our connectors in their environments.

Yes, our Universal Connector can integrate with other commercially available or custom-made CRM and systems.

In principle, yes, but we need to check the feasibility and the technology behind it.

Our connectors streamline the integration between the new Genesys Cloud platform and the Enterprise Systems, simplifying the migration process and leveraging similar technologies for smoother transitions.

Yes, our connectors are based on a client-to-client architecture with no servers, middleware, or data storage, ensuring PCI compliance.

We provide 24/7 support. Training is typically not required for our connectors, but we offer a quick start enablement package with a short training session for technical staff, who then train the agents.

Our Smart UI and Smart Buttons are fully customizable and can support any language. The Genesys Cloud Embeddable Framework UI and the Enterprise Systems. UI support all languages provided by those systems.

Yes, we support all channels supported by the Genesys Cloud Embeddable Framework. Some Enterprise Systems may have limitations, such as Zoho (voice only) and Pega (voice only, but expected to change with release 8.8).

Our connectors employ encrypted communication channels, configurable authentication policies, protection against software vulnerabilities, and adhere to a secure software development lifecycle (SDLC).

Yes, our connectors comply with European Union data privacy requirements and restrict remote data access and storage to EU-compliant countries.

Our connectors leverage the Genesys Cloud Embeddable Framework UI, which supports various accessibility standards detailed here: Genesys Accessibility Standards.

Yes, co-browsing is an out-of-the-box feature of the Genesys Cloud Embeddable Framework.

Currently, HubSpot and Freshdesk do not provide the necessary APIs for auto-navigation similar to Salesforce CTI. Custom solutions can be developed if required.

Yes, this feature will be available for all Genesys-supported languages.

Our connectors leverage the Genesys Cloud Embeddable Framework UI, which supports various accessibility standards detailed here: Genesys Accessibility Standards.

You can schedule a demo or request more information by visiting our website and filling out the contact form or reaching out directly to our support team.