Unify Genesys PureCloud™ with Dynamics 365® for Smarter CX
Empower your agents by integrating Genesys Cloud™ with Microsoft® Dynamics 365—enhancing productivity, CX, and decision-making in every interaction. Improve customer satisfaction, and provide informed, efficient service with our powerful connector.
Real-Time Data Access
Seamless Integration
Enhanced Efficiency
Customizable Solution
AI Interaction Management
In-Depth Insights
Powerful Features for Optimized Performance
Agents can initiate outbound calls directly from Dynamics forms using a configurable keyboard shortcut, simplifying the calling process.
Benefits
- Saves time and enhances productivity by reducing manual dialing.
- Ensures all contact details are readily available within Dynamics 365.
Accessing customer data in real-time ensures agents are well-informed and can provide prompt service. The connector automatically searches for contacts and creates tasks in Dynamics 365, leveraging ANI or Genesys Cloud attached data.
Benefits
- Enhances agent efficiency by providing immediate access to necessary customer data.
- Reduces wait times for customers, leading to higher satisfaction.
Genesys Cloud is embedded within Dynamics 365, providing a unified interface for agents. This integration eliminates the need to switch between multiple systems.
Benefits
- Streamlines agent workflows by having all necessary tools in one place.
- Increases efficiency and reduces the likelihood of errors.
Use simple JS coding and Dynamics OData APIs to tailor the connector to your specific business needs.
Benefits
- Provides flexibility to adapt the connector to various workflows.
- Ensures the solution can evolve with your business requirements.
The Genesys chat transcript is visible directly inside the Microsoft Dynamcs Customer Experience UI. With the connector, there is no need to switch back and forth between the two solutions.
Benefit
- Enhances efficiency by allowing agents to access complete chat histories within a single interface, improving context and continuity in customer interactions.
Manage Genesys chats directly within Dynamics Customer Experience. All essential chat controls are available through the "Genesys Embeddable Framework," seamlessly embedded in the Dynamics UI.
Benefit
- Streamlines chat handling by keeping all necessary controls in one interface, enhancing agent efficiency and customer interaction quality.
Manage multiple interactions seamlessly within both Genesys Cloud and Dynamics 365. This includes handling calls, chats, and emails concurrently.
Benefits
- Improves operational efficiency by allowing agents to manage multiple interactions simultaneously.
- Ensures consistent, high-quality customer service across all channels.
Our connector enables unified reporting between Genesys Cloud and Dynamics 365, providing comprehensive insights into your contact center operations.
Benefits
- Offers valuable insights for decision-making and performance optimization.
- Helps identify areas for improvement and track key performance indicators.
Benefit
- Improves agent workflow by providing easy access to call details within Dynamics, enhancing the quality and consistency of customer interactions.
Powerful Features for Optimized Performance
Unlock a suite of cutting-edge tools designed to enhance speed, efficiency, and reliability because peak performance starts with the right features.
Our Connector for Genesys PureCloud not only enhances your contact center operations but also meets the highest standards of service and data management recommended by the specific Enterprise Systems Store. Here’s how we ensure top-notch performance and compliance:
Enterprise Systems Store Recommended Service Levels
Data Lifecycle Management Standards
Robust Multi-Tenant Architecture
Comprehensive Auditable Logging
High Availability and Disaster Recovery
Superior Support Standards
Our Connector for Genesys PureCloud is engineered with cutting-edge security features and robust development standards, ensuring your contact center operates safely and efficiently. Discover the key features that set our solution apart.
Encrypted Communication Channels
Configurable Authentication Policies
Protection Against Software Vulnerabilities
Secure Software Development Lifecycle (SDLC)
Our Smart Connector for Genesys PureCloud is designed with your data privacy and security in mind, ensuring compliance with stringent European Union regulations. Here’s how we protect your data and meet regulatory requirements.
EU Data Privacy Compliance
EU Access Only
Our Smart Connector for Genesys PureCloud is designed to meet the diverse needs of a global customer base, ensuring seamless usability and adherence to local business practices. Explore the features that make our solution perfect for international operations.
Internationalized for Global Customers
Translated User Interfaces and Documentation
Localized for Business Best Practices
Explore our video gallery to see how our Microsoft® Dynamics 365 Connector for Genesys PureCloud™ can transform your contact center operations. Watch detailed demos, customer testimonials, and expert insights to understand the full potential of our solutions. Experience firsthand how our innovative integrations enhance efficiency, productivity, and customer satisfaction.
