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Smart Connector for Dynamics 365
Author:
App Type:
Genesys Cloud Embeddable Framework
Selling Party:
Genesys Billing Agent
Attestations:
GDPR
  • Description
  • Pricing
  • Use Cases
  • Product Details

The Smart Connector for Dynamics 365 integrates Genesys Cloud with Microsoft Dynamics 365, enabling a rich and fluid agent experience through a flexible, reliable, and future-proof integration. Contact center agents can instantly access interaction-related CRM data and hence provide a more informed service, make more informed decisions, and ultimately increase their productivity and the overall customer experience. The connector leverages interaction data to access the right information in Dynamics, whether a company, a contact, a task or a ticket, which is then visualized via Dynamics forms and views. The information is rapidly retrieved and supports the agent as soon as the call is assigned. For outbound voice contacts, the connector offers the ability to dial from a Dynamics form and directly from the Genesys Cloud widget. We also offer an add-on to manage outbound campaigns directly in Dynamics. The connector is always visible and accessible whatever interaction is managed by the agent, or whatever Dynamics screen or view is opened, and it allows to manage multiple interactions, on both Genesys Cloud and Dynamics. .

Highlights

  • Microsoft Certified Solution.
  • Leverages and enhances the Genesys Cloud Embeddable Framework (which provides the standard Genesys Cloud agent functionalities), adding customization and automation capabilities.
  • Supports our Smart UI, for an improved agent experience.
  • Supports all media channels offered by the Embeddable Framework.
  • Provides access to both Genesys Cloud and Dynamics API for a powerful bidirectional integration.
  • Allows to share and link data between the two systems, enabling a comprehensive CX reporting.
  • Includes a Smart Routing module, which allows to route any Dynamics entity through Genesys Cloud.
  • Up and running in hours with the out-of-the-box use cases, yet fully customizable via parameters and simple JavaScript coding.
Additional Details - SoftPhone
Offices
  • Italy
  • UK
Office Hours >
Monday: 9:00 AM - 6:00 PM GMT+1
Tuesday: 9:00 AM - 6:00 PM GMT+1
Wednesday: 9:00 AM - 6:00 PM GMT+1
Thursday: 9:00 AM - 6:00 PM GMT+1
Friday: 9:00 AM - 6:00 PM GMT+1
Phone Numbers
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