MoreYeahs unified telephony across Genesys Cloud, Twilio, and PureConnect into a single Dynamics 365 agent desktop for a US telecommunications contact center.
The client is a US-based telecommunications organization operating a multi-platform contact center environment across both on-premises and online Dynamics 365 deployments.
Managing a large volume of voice and digital customer interactions, the organization needed a unified agent desktop with integrated telephony, activity logging, and screen-pop capabilities, and engaged MoreYeahs to achieve interoperability across its legacy and modern infrastructure.
The contact center operated across a mixed environment of on-premises and online Dynamics 365 deployments, making consistent agent tooling and data access complex to achieve.
Mixed Environments: On-premises and online Dynamics 365 deployments made consistent agent tooling and data access complex.
Fragmented Integrations: Agents needed screen-pop, call control, and consistent activity logging, but existing integrations were fragmented and unreliable.
Zero-Disruption Requirement: Dynamics 365 and its telephony integrations needed modernizing without disrupting live customer support operations.
Multiple CTI Providers: Genesys Cloud, Twilio, and PureConnect were all in use across different parts of the organization, requiring a flexible integration architecture.
MoreYeahs delivered CTI integration for both Dynamics 365 classic (on-premises) and the modern Dynamics 365 online environment, providing a consistent agent experience across both platforms.
Unified Agent Desktop: Unified Service Desk (USD) integrations delivered screen-pop, call controls, and activity logging in a single interface.
Multi-CTI Interoperability: Genesys Cloud, Twilio, and PureConnect were all connected within the unified agent workspace.
Phased Deployment: A phased approach minimized risk to live customer support operations throughout the transition.
The engagement began with a comprehensive technical discovery phase to map all existing CTI integrations, call flows, and agent workflows across both on-premises and online Dynamics 365 environments.
Technical Discovery: Existing CTI integrations, call flows, and agent workflows were mapped across both environments.
USD Configuration: Hosted controls and custom actions were defined to support screen-pop and call control for each CTI platform.
Independent Connector Builds: Connectors for Genesys Cloud, Twilio, and PureConnect were developed and tested independently before integration into the common USD framework.
Phased Rollout: Teams and telephony platforms were migrated incrementally to reduce the blast radius of any integration issues.
The solution was built on Dynamics 365 Customer Service in both classic (on-premises) and modern online configurations, with Unified Service Desk providing the agent desktop layer.
Agent productivity improved significantly through a unified interaction handling environment that eliminated the need to switch between multiple tools during customer engagements.
Higher Agent Productivity: Agents no longer needed to switch between multiple tools during customer engagements.
Consistent Customer Context: Agents retained full interaction history and account data regardless of channel or CTI platform.
Improved Reporting: All activity is now logged consistently in Dynamics 365 regardless of the originating telephony platform.
The organization achieved a modernized contact center architecture without service disruption, establishing a foundation for further digital transformation of its customer support operations.
Zero-Disruption Modernization: The contact center was modernized without any interruption to live customer support.
Future-Ready Architecture: The flexible multi-CTI framework can accommodate additional telephony providers as the organization's landscape evolves.
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