Genesys Workspace integration for Microsoft Unified Service Desk
Today, companies expect their customer service solutions to integrate into their CRM systems without expensive customization work. They require seamless integration that gives their contact center full visibility into customer data contained in Microsoft Dynamics (through USD), without extensive effort and cost. Yet, their own internal structure can make this difficult, since CTI and Microsoft USD solutions are typically managed by two different teams and cost centers.
The Genesys Workspace Desktop Edition (WDE) Connector eliminates the extensive USD work usually required to customize the connection between the CRM and contact center. Keeping as much of the customization as possible within the WDE Connector’s scripting module reduces the total cost of the integration and allows the business to maintain control in Genesys instead of in the CRM.
The WDE Connector makes CRM a service for the contact center, allowing the CRM to control the external toolbar and WDE to control USD. With the WDE Connector, caller data from the CRM is attached to service and sales calls in real time, so agents have the information they need to efficiently provide first call resolution.
As part of the Genesys Professional Services asset portfolio, the WDE Connector expands the footprint of Genesys Workspace, allowing it to interact with the USD Desktop and enhance agent productivity by providing screen pop, case transfer and click-to-dial functionality.
The Connector integrates Microsoft USD with WDE to allow customer relationship services to be leveraged in the multichannel contact center.
The agent is able to access the appropriate customer data in real time via the caller attached data. Whether it is a service call or sales call, the customer data ensures prompt and efficient service.
Widgets can be devised to retrieve and present the information as required.
Outbound calls are initiated with full support of customer relationship information.
- Multichannel ready
- Multiple Dynamics sessions allowed
- Keep Alive Protocol between WDE and the USD session
- EventHandler processing (screen pop based on attached data, ANI)
- Command Processing from Siebel: Make Call, Attach Data, Custom Commands
- Management of multiple interactions inside USD
- No lost of interaction during USD restart
- Works with Genesys version 8 and above
Operating Systems: All the WDE-supported Operating Systems
Microsoft USD: ver. 1.2.0 or above