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Genesys and Microsoft Dynamics CRM Integration

Improve call centre efficiency and deliver better customer service experiences.

Genesys and Microsoft Dynamics CRM Integration

Genesys and Microsoft Dynamics CRM Integration Overview

A contact centre platform and CRM system have distinct core purposes. Your CRM platform provides a single source of truth about your customers, whereas a contact centre platform provides a way to engage with your customers. Either platform can deliver all-in-one customer engagement, but blending these two systems into one industry-leading solution can be difficult. Until now.

Byte delivers an integrated customer experience through a blend of technologies featuring a combined Genesys and Microsoft solution that leverages Avtex, seamlessly bringing two industry-leading systems together. The Genesys platform is a feature-rich contact centre platform that handles omnichannel communications. Microsoft Dynamics 365 is an intelligent data-driven CRM system.

The Benefits of Genesys and Microsoft Dynamics CRM Integration

Work on your business and leave your cloud worries behind.

Enhanced CX

Enhanced CX

Significantly reduce your customer handle time with intelligent queueing and routing while providing consistent performance across all channels.

User Effeciency

User Effeciency

Reduce user clicks and tabbing between applications. The integration allows for automated CRM tasks and improves data and customised experience.

Ease and Flexibility

Ease and Flexibility

A scalable cloud solution that allows agent access anywhere at anytime.

Book a free Genesys and Microsoft Dynamics integration demonstration today

Genesys and Microsoft Dynamics Assessment

Create amazing efficiencies and customer experiences with Byte's integration leveraging connectors, tools and expertise.

This assessment workshop helps you do the following:

  • Map existing customer experience journey
  • CRM and other customer data discovery
  • Uncover double handling deficiencies
  • Define what a 360 customer view looks like for the customer
  • Gather marketing requirements for future solution design
  • Understand where last contact information is kept
  • Provide recommendations and plan for integration and roadmap for further feature development

Typical Engagement Length

2 weeks

STARTING FROM

$5k
Find out more

Genesys and Microsoft Dynamics Integration

Realise the benefits of a seamless CRM and call centre experience for both internal users and customers.

Basic delivery of the Genesys and Microsoft Dynamics integration includes the following:

  • Dynamics CRM code enablement
  • Genesys application add on configuration
  • Test management for connectivity, data and look up
  • Avtex connector configuration
  • Call routing
  • Agent enablement
  • Dynamics screen pop configuration
  • Data exchange set up and test configuration

Typical Engagement Length

5 Days

STARTING FROM

$10k
Find out more

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