Invent Your Ideal Contact Center by Unifying Genesys + Microsoft Dynamics With DaVinci
Combine Multiple Apps in a Best-of-Breed Approach
Increase Flexibility in Agent Experience
Integrate Data From Multiple Applications
Create Tailored Experiences With Minimal Effort
Integration Between Genesys & Microsoft Dynamics
AMC Technology’s DaVinci solution for Microsoft Dynamics 365 and Genesys Cloud enhances customer and agent experience through our Interaction Orchestration platform. The solution provides standard features like a screen pop of customer information, click-to-dial, activity tracking, and more advanced ﬂexible capabilities like comprehensive reporting and proactive customer care.
DaVinci’s unique app-based approach supports integration with premise telephony like Cisco, and Avaya, as well as cloud-based CCaaS like Twilio, Amazon Connect, Five9, and Genesys.
Integrate your organization’s contact center, voice, and digital channels like SMS and chat within Dynamics 365 and Genesys Cloud to increase agent productivity, improve the agent and customer experience, and enhance the eﬃciency of the entire organization. AMC Technology’s DaVinci Agent provides an embedded toolbar that can support customers on their preferred channels.
Ensure that customer data is synchronized between Genesys and Microsoft Dynamics. This ensures that both systems have up-to-date and accurate information about customers.
Unified Customer View:
Create a unified customer view by integrating customer data from both platforms. This allows customer service representatives to have a complete understanding of customer interactions and history across both systems.
Integrate communication channels such as phone calls, emails, and chat between Microsoft Dynamics and Genesys. This helps in providing a seamless customer experience and ensures that all communications are logged and tracked.
Automate business processes and workflows that involve both Microsoft Dynamics and Genesys. For example, when a customer service representative updates information in one system, it triggers automated actions in the other system.
Reporting and Analytics:
Create consolidated reports and analytics that span both platforms. This allows businesses to gain insights into customer interactions, performance metrics, and overall customer satisfaction.
Training and Support:
Provide training and support for users who will be interacting with both systems. This includes educating them on how to navigate seamlessly between Microsoft Dynamics and Genesys.
How DaVinci Steps In
DaVinci enhances Microsoft Dynamics and Genesys by integrating communication channels seamlessly into the CRM interface, streamlining interactions across voice calls, emails, and chat. It aims to create a unified customer view by synchronizing customer data and providing customer service representatives with a comprehensive understanding of interactions.
DaVinci also offers tools for multichannel interaction management, enabling efficient routing and prioritization of customer inquiries. Through workflow automation, it helps optimize processes within the CRM, automating repetitive tasks and triggering actions based on specific events. Additionally, DaVinci contributes to improved reporting and analytics, offering insights into communication patterns and overall performance.
Genesys CTI integration with Microsoft Dynamics CRM & DaVinci
“DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop.”
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