Dynamics 365 and Genesys Contact Centre Connector
avtor: Byte Information Technology Pty Ltd
Connect your Genesys Contact Centre platform with Microsoft Dynamics CRM and improve your CX
The Dynamics 365 and Genesys Contact Centre Connector integrates Genesys Cloud with Microsoft Dynamics 365 applications, linking all communications with the power of Dynamics 365.
Do you suffer from clunky backend systems that frustrate your staff and provide a poor customer experience? Do you have different systems for different customer communications and platforms?
The Byte Dynamics 365 and Genesys Contact Centre Connector Solution offers streamlined enquiry communication processes, improved staff productivity and a better customer experience. Your customer service representatives no longer need to leave Microsoft Dynamics. Make and receive calls, respond to queries, and access a single pane of glass for the customer.
The 5-week engagement includes the following:
- Data integration to Dynamics 365 using a standard API
- Avtex interaction sync connectors allow agents to answer and make calls directly from Microsoft Dynamics
- Automatic case opening and closure in Dynamics
- Set up of call routing rules, queues and agents
- IVR configuration
- 1300/1800 routing config
- webchat and webform integration