Genesys Gplus Adapter for Dynamics 365


An integrated solution for communication channels within Dynamics 365 CRM

The Genesys Gplus Adapter for Dynamics 365 integration provides data-driven automation through self-service IVR applications by accessing Dynamics 365 data at the outset of every call. This enables each and every call to be personalized utilizing Genesys interaction controls and screen-pops. 

Improve customer experience.  Increase agent efficiency.

  • Screen-pop customer data to an agent: Leverage Genesys integration to 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 (date, time, duration, agent, call result) and recordings in the Dynamics 365 record.
  • Agents can quickly place outbound calls by clicking on a phone number from any Dynamics record, whether they include cases or contacts.
  • Simplify the agent experience by eliminating multiple systems, and increase productivity through a single integrated and multichannel user interface.
  • Supports Dynamics 365 Channel Integration Framework versions 1.0 and 2.0
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-Dynamics 365 integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.