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Microsoft Dynamics CTI Connector for Genesys Contact Center

Enhance agent performance with effortless integration of Genesys phone system with Microsoft Dynamics 365

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Seamless Support Operations with
MS Dynamics CTI Integration in Genesys

Strengthen agent capabilities with Genesys Smart CTI Connector embedded into MS Dynamics environment. Equip agents to handle high call volumes easily by providing an integrated interface for call handling and contextual customer interactions.

Enrich Customer Experience within MS Dynamics

Break free from traditional telephony and take your customer service to the next level with Genesys and MS Dynamics 365 integration. Optimize interactions across touchpoints and rationalize resolution times by equipping agents with quick call controls.
  • Say goodbye to screen hopping and say hello to seamless query resolutions with Genesys
  • Streamline customer service operations for agents with features like screen pop, screen transfer, associate record, automated call logging, call disposition, and more.

Integrated Omni-channel Experience for Genesys PureCloud

Elevate customer service experience with omni-channel CTI integration for Genesys Cloud. Enable agents to handle voice interactions while promptly fetching customer information from connected email and chat channels embedded within the CTI interface.
  • Integrate Genesys email and chat functionalities into MS Dynamics for efficient customer service
  • Seamlessly engage with customers through the integration of Genesys embeddable framework.
  • Enable your agents to engage in contextual conversations across all channels other than voice

Amplify Agent Capabilities with Productivity Add-ons

Boost agent’s ability to provide competent customer service with NovelVox’s built-in productivity suite from available with CTI integration for Microsoft Dynamics 365.
  • Centralize and organize customer information with an up-to-date and easily accessible Knowledge Base
  • Effortlessly integrate with an intuitive Case Management Tool
  • Allow agents to assess their performance and take corrective actions in real-time with an interactive Agent Dashboard
Improve Workflows with Pre-built Integrations

Improve Workflows with
Pre-built Integrations

NovelVox offers additional integrations with over 75 third-party applications. Elevate Genesys Contact Center operations by integrating seamlessly with various business applications, including core business apps, ticketing systems, etc.
  • Supports Genesys Cloud embeddable framework for omni-channel engagements
  • Compatible with Genesys Cloud, Engage, and PureCloud.
  • Optimize your MS Dynamics experience with seamless integrations for a range of third-party applications

FAQ

An application that lets you connect your MS Dynamics environment with Genesys telephony systems such as Genesys Engage, Connect, and Cloud. The integration enables agents to handle calls without even leaving the MS Dynamics screen, which reduces AHT and improves CSAT. Know more about such benefits here.
Yes, it can. The Connector gives you the flexibility to customize the UI per unique requirements and brand guidelines. However, there are few technical prerequisites that need to be considered to enable the customization. Get in touch with our solution experts to discuss in detail.
You can integrate the gadget interface with NovelVox Productivity Add-ons such as Knowledge Base, Case Management, Agent Dashboard. Additional integration with over 75+ third-party apps is also readily available. Connect with our solution experts to know about the limitations and prerequisites involved.
The CTI connector currently supports integration with below Genesys versions:
  • • Genesys Cloud
  • • Engage
  • • PureCloud

What our customers say

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Mohammed Yasin

Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.

Mark Coleman

We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.

Tim Nicholas

NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.

Audrey Hill

I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.

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