One Click to login to both the applications. Genesys Cloud integrates with Dynamics 365 as a Channel Integration Framework and supports versions 1 & 2. The Genesys Cloud functionality is visible as a panel in the right hand side and consumes 300px by 580px or 24% of the screen space. One-Click to minimize or restore back to manage your Dynamics 365 workspace.

Choose a telephony option from among remote, workstation to recieve voice conversations. Edit the settings anytime on the Genesys Cloud panel within your Dynamics 365.

Unified user Presence management among both the applications. Choose from configured statuses in Genesys Cloud to be available for the centrally managed campaigns & Queues or set a break reason to go on a break. 

Choose a Queue or Campaign on your Genesys Cloud panel in your Dynamics 365 CRM. Input the number to be dialed. A call is initiated and connected to the user upon success.

Click on a Contact > Number within your Dynamics 365 CRM to initiate a call. Choose a Campaign or Queue to associate the conversation with.

Manage presence settings with a One click Login/Logoff to your Campaigns & Queues. Recieve interactions from centrally managed outbound call campaigns on various dialing algorithms such as predictive, preview or progressive. Simultaneously attend to conversations on Queues.

On receiving an interaction, Get a Pop-Up of the Customer details in your Dynamics 365 CRM as configured for your Group. 

When multiple records are associated to a conversation ID, List of associated entities and secondary entities are shown to the user. Click to view and identify the relevant information record to tag the conversation with. 

Could also be configured to Dynamically Pop-up various entities such as contacts, accounts, incidents, opportunities or any other custom entity based on available information from interaction history, inputs in IVR, information within Dynamics records or any other 3rd party widgets used before starting the conversation.

Wrap up the conversation by adding notes and choosing a disposition code from those configured in Genesys Cloud. Wrap-Up Data and activity information automatically gets updated against the customer record in Dynamics 365. 

Provision for Custom user input fields to enter inputs while on a conversation. The inputs will automatically get synced with the configured entities in Dynamics 365.

Input fields can be configured to update simple plain user inputs as a string or by using a formula that gives a computed value involving data from user inputs, data from Dynamics 365, Genesys Cloud and any 3rd party application.

Handle multiple simulataneous conversations over multiple configured channels in your Genesys Cloud. (chat, email, voice, social media)

Each conversation opens up as a Tab on the Genesys Cloud Panel enabling users to switch from one to the other by a click. 

Collaborate with team members with the advanced communication options to confer with an expert or transfer to a team member or a Queue.