Genesys Gplus Adapter for Dynamics 365

The Genesys Gplus Adapter for Dynamics 365 provides data-driven integration through self-service IVR applications by accessing Dynamics 365 data at the outset of every customer call. This enables each and every call to be personalized utilizing Genesys interaction controls and screen-pops and provides an integrated solution for communication within Dynamics 365 CRM. This adapter requires Genesys Multicloud CX contact center solution.

Improve customer experience.

• Customize a screen-pop with all information gathered through inbound and outbound interactions, including any customer history, allowing the agent to provide a more personalized experience. Store details about all customer communications (e.g., date, time, duration, agent, call result) and recordings in the Dynamics 365 record for faster resolution of customer inquiries with proper context in future.

Increase agent efficiency and responsiveness.

• Simplify the agent experience by eliminating multiple systems and increase productivity through a single integrated and multichannel user interface.
• Agents can quickly place outbound calls by clicking on a phone number from any Dynamics record, whether they include cases or contacts.

Easy to deploy and maintain.

• The Genesys and Dynamics 365 integration does not require you to install any hardware or software.
• It’s easy to deploy and can be accessed through browsers, such as Microsoft Edge or Chrome, running on any operating system. This eliminates any dependence on IT.
• Genesys and Dynamics 365 integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.

Required:

• Dynamics 365 Channel Integration Framework versions 1.0 and 2.0
• Genesys Multicloud CX