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Experience the integration between Genesys Cloud and Dynamics 365
Linking your Contact Centre and CRMÂ
Customers want a truly connected experience when dealing with companies. By integrating your contact centre and CRM systems, organisations can give their agents access to important stored data in the CRM, including customer preferences and past interactions, to help provide a real-time, personalised customer experience.
Our Genesys and Microsoft integration helps you:
- Drive a more efficient, empathetic customer experience by utilising AI and Data effectively.
- Empower your agents with the data they need to deal with customer queries faster.
- Deliver a truly connected customer experience across all channels including voice, web, bots and social.
- Link your front and back office, for seamless communication.
Explore how easy it is for agents to service customers using both platforms, in one unified screen.
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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, what’s app, SMS etc).
Interaction record creation
When a record is screen-popped, the system automatically creates a task record associated with the current interaction and all the important information associated with the interaction.
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.
