D365 Genesys Cloud Integration

Case Study
The Challenge

Solving the sales productivity puzzle

Third party Telephony integration in D365 CRM.

What approach should we follow to achieve the functionality of the Genesys Telephony services within CRM to access the features what genesys offering us in the form of interactions like (Phonecall, Chat, Email, Callback etc.) and stored the data in the form of activities into Dynamics CRM for this need a proper architect model to handle the all possible scenarios around it from show the embedded UI within the CRM Panel to interact with each type of interactions separately and create each interaction activity respectively to store the interaction data and information within Dynamics CRM tables according to type of interaction as a solution.

The Solution

Every problem has a unique solution

Create a Javascript Embedded Iframe within CRM panel.

Genesys Given an hosted framework URL which we have embedd within a iframe src with the integration of Microsoft Channel Integration Framework library to access or interact with CRM components and functionality with the help of CIF supported APIs.

Business Need

In any organization or Business sector which is offering their services to customer to interact with them and their needs about the product can use this solution for Technical Help and Support by different ways like Telephone, Chat, Email, Outbound campaigning and other social media platform like Facebook, WhatsApp, Line and Messaging.

Business Need

End User can use this solution as per their needs either business purpose or personal use at individual or Organization level as well.

Business Need

In any organization or Business sector which is offering their services to customer to interact with them and their needs about the product can use this solution for Technical Help and Support by different ways like Telephone, Chat, Email, Outbound campaigning and other social media platform like Facebook, WhatsApp, Line and Messaging.

Business Need

And User can use this solution as per their needs, either business purpose or personal use at individual or Organization level as well.

The Impact

InteractionSync for GenesyCloud available at D365 Microsoft AppSource as a solution.

InteractionSync for GenesyCloud available at D365 Microsoft AppSource as a solution.

InteractionSync for GenesysCloud is a product which is available at Microsoft AppSource and offering a large amount of telephony features with different types of interactions and currently many small and large organizations are using this solution as per their needs in different sectors and areas like Health Industry, Transportation sectors, Civil services, Banking services etc. for communicating each other or handling their customer and providing Technical support and solutions regarding their issues and make their customer experience better.