CX Connect with Dynamics 365
Linking Genesys Cloud and Dynamics 365
Overview
Data driven experiences your customers deserve
CX Connect with Dynamics 365, a Kerv app, integrates Genesys Cloud and Dynamics 365. This powerful integration empowers contact centre agents with a unified view of customer interactions.
The ability to access all the tools and data they need from a single application, enables agents to drive faster, more personalised experiences. Agents can seamlessly manage availability, handle calls, emails, chats, and all digital channels within Genesys, whilst leveraging the power of Dynamics 365.
Benefits
One platform, one application
Embedded within Dynamics 365, the Genesys UI empowers agents to work efficiently from a single application, eliminating time-consuming context switching and ensuring no missed notifications. Agents are able to manage customer interactions, control their availability status, utilise click-to-dial functionality, and quickly retrieve customer data through on-screen search capabilities.
Data at the heart of all your customer interactions
The integration allows organisations to search for customer data quickly and gives your agents access to important stored data in the CRM, including customer preferences and past interactions, helping to provide a real-time, personalised customer experience.
Boost agent productivity
Agents can work on queries faster, and more efficiently as they are no longer flicking through multiple tabs, or struggling to find the data they need. The integration also allows agents to work on multiple interactions at the same time.
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Kerv Difference
Creating amazing experiences with Genesys Cloud.
Genesys expertise
Microsoft Dynamics 365 expertise
Kerv is one of the few Dynamics 365 providers with a combination of dedicated experts in bespoke software development, Data Science and Dynamics 365. This makes us uniquely positioned to provide consultancy and work in partnership with you to understand your users and build a Microsoft Dynamics 365 solution that is a joy to use.
CX Industry Innovation
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Features and Capabilities
Embedded Genesys UI within Dynamics
Embedding the Genesys user interface directly inside the Dynamics Application helps agents be more productive, all from one single platform.
Screen-pop
All media types can be screen-popped (incoming calls, emails, web messaging, WhatsApp, SMS etc).
Interaction record creation
Screen-popping a record automatically generates a task record linked to the current interaction, including all relevant information.
Click to dial
You can make calls directly from Dynamics with a press of just one button, which automatically creates an interaction within Genesys.
Multi-Tasking
Agents can swap between different web-chat sessions and interactions, in order to answer different queries from multiple customers.
Single sign on
Once agents have signed into Dynamics, they will automatically be logged into Genesys.
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