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

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

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

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

Book a free Genesys and Microsoft Dynamics integration demonstration today

Get a free assessment

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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

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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

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Typical Engagement Length

5 Days

STARTING FROM

$10k

Find out more

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Resources

Articles & Blogs

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ARTICLE

Chemist Warehouse delights customers, powered by Genesys Cloud and Webforms

Iconic Australian pharmacy chain Chemist Warehouse had a common customer experience challenge - the company needed to ramp up customer experience and reduce its staff frustrations with outdated systems.

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ARTICLE

Selecting the right contact centre platform approach

We live in an increasingly polarised world- whether it’s red versus blue, IOS versus Android or waterfall versus agile project management. The same can be said about contact centre platforms.

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