Start here
Supported Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud
Trellus for Genesys Cloud
Add Trellus coaching to supported Genesys Cloud web calls
Keep Genesys Cloud as the contact-center system. On supported Genesys Cloud browser domains, Trellus can recognize an active interaction and retain the displayed customer name or phone number for coaching.
Browser compatibility—not a Trellus queue or dialer replacement. Current UI, account, permissions, region, and plan must be verified before rollout.
Genesys Cloud · Native callBrowser
Where the rep startsSupported Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud
Call stateNative call active
Trellus coaching session
Synthetic product illustrationAvailable name or phone context stays with the supported live call. Genesys Cloud remains the calling system.
Supported surfaceSupported Genesys Cloud web domains, including mypurecloud.com, genesyscloud.com, and pure.cloud
Call placementGenesys Cloud or its connected phone provider
Trellus roleSupported coaching and session context
After-call recordComplete required work in Genesys Cloud
Where it works
The exact Genesys Cloud browser surface
A platform logo is not enough. This page names the screen, what Trellus can see there, and where the workflow stops.
Genesys Cloud stays in control
Genesys Cloud owns queues, campaigns, routing, interaction controls, scripts, wrap-up codes, callbacks, and the contact-center record.
What Trellus adds
Trellus adds supported coaching and session context to the live browser interaction.
Rep workflow
One native call, one clear role for Trellus
Open the Genesys Cloud web app
Use the supported browser domain and enter the queue or interaction flow assigned by the contact-center team.
Accept or place the call in Genesys
Genesys remains responsible for routing, phone controls, and the interaction lifecycle.
Use Trellus coaching
Trellus recognizes the supported active interaction and keeps the displayed customer name or phone with the session.
Complete wrap-up in Genesys
Apply the required Genesys wrap-up code, notes, and callback handling in Genesys Cloud.
Context
What stays with the coaching session
Trellus uses the contact clues available on the supported live-call view. It does not invent missing CRM context.
- Customer name shown on the active interaction
- Customer phone number from the active interaction or participant header
- The live interaction state on supported Genesys Cloud pages
Current boundary
- Trellus does not create or reorder a Genesys Cloud queue or outbound campaign.
- Trellus does not claim to assign a Genesys wrap-up code, write an interaction log, or schedule a Genesys callback.
- Embedded CRM clients and native desktop experiences are not covered by this browser-page claim.
Concrete example
What a rep actually does
Omar accepts an outbound interaction from his Genesys Cloud queue. The active interaction shows the customer's name and phone. Trellus keeps that context with the supported coaching session. After the call, Omar applies the team's wrap-up code in Genesys, where campaign and contact-list rules remain authoritative.
Fit check
Keep the native setup when it already works
Genesys Cloud alone is a strong fit when
Use Genesys Cloud alone when Genesys Cloud Copilot—including Agent Copilot—plus quality management, scripts, analytics, and contact-center controls already meets the need.
Review Trellus when
Review Trellus when the team will keep Genesys Cloud for routing and wrap-up but wants Trellus coaching on the supported web experience.
FAQ
Genesys Cloud and Trellus
Where does Trellus work in Genesys Cloud?
The reviewed support covers active calls on supported Genesys Cloud web domains. It is not a blanket claim for every embedded or desktop client.
Does Trellus replace a Genesys Cloud queue or campaign?
No. Genesys Cloud continues to own routing, queue membership, campaign rules, and call controls.
What customer context can Trellus keep?
Trellus can retain the displayed customer name and phone number from the supported active interaction.
Does Trellus assign Genesys wrap-up codes?
No public write-back claim is made. Agents complete wrap-up in Genesys Cloud.
Can Trellus schedule a Genesys callback?
Not through this compatibility path. Use the team's configured Genesys callback workflow.
Test one real Genesys Cloud call view
Bring the browser route, account role, phone setup, and after-call requirements your reps use. We will show where Trellus fits and where the native platform stays in control.
