The Expertflow MS CRM connector for Genesys Cloud Contact Center is now available on Genesys Appfoundry. This embedded CTI Connector runs inside the Microsoft CRM Web UI and enables agent/call controls within MS CRM, allowing agents to use the same CRM agent interface for all call handling and transfer. It provides call and agent state controls within the Dynamics 365 CRM, eliminating the need for agents to switch between applications. 

Agent Login

Figure 1: Agent Login
The Expertflow MS CRM connector for Genesys Contact Center provides access to a unified customer profile that combines data from both systems, leading to more personalized interactions and improved efficiency in call handling.

Screen Popup

Figure 2: The screen popup displays all important information about the caller on the MS CRM web client, including their business and personal details and their history of phone call activity. This makes it easier for the agent to welcome the customer and know about them from the beginning without searching for that information. If multiple contacts match, the connector shows all those contacts for the agent to choose from.

We will also provide digital channels (SMS and social media) for MS Dynamics integration with Genesys and a Salesforce integration with Genesys Cloud Contact Center.

Find more information about this integration on our website, or contact Expertflow.