Dynamics 365 Connector for PureCloud

The MS Dynamics 365 Connector for Genesys Cloud integrates the Genesys Cloud Solution with MS Dynamics 365. Via a simple click, contact center agents can access customer relationship data and hence provide a more aware service, make more informed decisions, and ultimately increase agent productivity and customer satisfaction.

The connector leverages call data to access the correct Dynamics information, whether an account, a contact, or a case. The information can be visualized via MS Dynamics 365 forms and views. The data is rapidly retrieved and supports the agent as soon as the call is assigned.

For outbound voice contacts, the connector can dial from a Dynamics form and initiate via the Genesys Cloud widget through a click-to-dial feature.

Genesys Cloud is embedded inside MS Dynamics 365, so it is always visible and accessible whatever interaction is being managed by the agent or whatever Dynamics screen or view is opened.

Multiple interactions can be managed both in Genesys Cloud and in MS Dynamics 365.

Main features and functionalities

  • The adapter integrates MS Dynamics 365 with the Genesys Cloud Embeddable Framework, thus leveraging customer relationship services in the multi-channel contact center.
  • The agent can access the appropriate customer information in real-time via the call attached data.  Weather a service call or a sales call the customer data will be available to ensure prompt and efficient service.
  • Widgets can be devised to retrieve and present the information as needed
  • Initiate outbound calls with full support of customer relationship information.
  • Use cases fully customizable using simple JS coding and the Dynamics OData APIs


Use Cases


Demo Video