PRODUCT DATA SHEET

Improve customer experienceand efficiency with an enhanced
Dynamics 365 implementation

Benefits• Easy setup with
out-of-the-box integrations• Immediate ROI with improved
agent efficiency• Customer interaction personalization• Drive actionable insights with fullbusiness intelligence

Genesys-Dynamics 365
integration
As organizations leverage the power of Microsoft
Dynamics 365 for both sales and service, it’s
critical they focus on providing a great customer
experience across all communications channels.
Customers expect personalized, relevant andtimely information — whether they call in to acompany or they receive messages from thecompanies do business with. Easy integration
with Microsoft Dynamics 365 gives organizations
the tools needed to provide a seamless andconsistent experience.
When organizations handle inbound inquiries
from customers, the Dynamics 365 integrationlets them easily enhance their Microsoft
Dynamics 365 implementations with powerfulfeatures that improve caller experiences andincrease business productivity. The integration
enables automated contact/case/lead creationand look up, personalized call routing and agent
screen-pops with the ability to pass information
to the agent. Now you can easily add bothautomation and customized call handling.
Additionally, when proactively contacting
customers you can quickly execute campaign
calling lists from Dynamics 365.Implement
multichannel outbound campaigns, including
alert messaging, outbound IVR and predictive/
preview/manual dialing. Plus, after anoutreach attempt is completed, results areautomatically written into the activity log of thecustomer record.

Solution overview
With the Genesys-Dynamics 365 integration,
you can add data-driven automation throughself-service IVR applications by accessing
Dynamics 365 data at the outset of everycall. This enables each and every call to bepersonalized utilizing Genesys interaction
controls and screen-pops. As a result, you canfocus solely on the customer and position yourbusiness as best-in-class and not worry about
your technology solution.

Benefits for Microsoft
Dynamics 365 users:• Personalize customer interactions: Use a“data dip” of the customers’ accountinformation and previous case history to greet
each customer with a personalized message.
• Customize automated options for callers
upfront: Present customers with the statusof their case first through a self-service IVR
application, and then give them the option tore-open the case, update that case or transfer
to an agent.
• Interact with customers naturally: Use thehighly effective speech recognition engine tosave callers time.
• Screen-pop customer data to an agent:
Leverage Genesys integration to customize
a screen-pop with all information gathered
through the self-service application, alongwith any customer’s previous history, allowing
the agent to provide a more personalizedexperience.
• Enable automated secure transactions:
Transfer the customer to the self-service
application menu for payments or othersensitive transactions and then the agent cantake back the call to continue the conversation,
leading to a more effective first-call resolution.
• When tickets are closed, automatically send
multichannel customer surveys with the ability
to escalate to live agents when necessary.
• Automatically capture consumer information
to instantly create leads such as name,address and phone number prior to delivering
the inbound call to the sales agent.

PRODUCT DATA SHEET• Execute proactive campaigns utilizing
lists of leads, contacts and cases foroutreach via Genesys Proactive Customer
Communications platform.
• Enable priority routing for inbound calls toensure all “hot leads” jump to the front of
the queue to increase closure rates.
• Create customized, multichannel contact
strategies to new leads or updated contacts
in real time.
• Store details about all customer
communications (date, time, duration,agent, call result) and recordings in theSalesforce record.
• Provide screen-pops with information
gathered from inbound and outboundinteractions and previous history using
Genesys integration, allowing agents toprovide a more tailored experience.
• Simplify the agent experience by eliminating
multiple systems needed and increase
productivity through a single integrated,
multichannel user interface.
• Gain insight into your pipeline via simple
inbound calls. Managers can call in and obtaina voice rendition of their opportunities reports
and pipeline status.

The Genesys andMicrosoft Dynamics 365
integration advantage

tracking of all call activities. Additionally, allincoming calls are automatically logged into
Dynamics 365 based on the parameters set
up for the interaction record.

Improve customer experience
Customer interactions are mapped against
Dynamics 365 objects to find a record match
based on the caller’s phone number or any
other defined data point. Genesys then screenpops the Dynamics 365 record via Genesys
integration to the agent, along with any otherdata collected. This allows the agent to greet thecaller in a personalized manner, enhancing thecustomer experience. Provide superior customer
experience, including self-service inbound IVR
and proactive customer communications.

Deploy and maintain
The Genesys and Dynamics 365 integration
does not require you to install any hardware orsoftware. It’s easy to deploy and can be accessed
through browsers, such as Microsoft Edge orChrome, running on any operating system.
This eliminates any dependence on IT. Plus,
Genesys-Dynamics 365 integration is compatible
with both US and international phone numbers
over a PSTN or IP network for added flexibility.

Increase agent efficiency
Save your sales or support staff time andincrease the accuracy of your data. Agentscan quickly place outbound calls by clicking ona phone number from any Salesforce record,
whether they include cases or contacts. All calls
placed are automatically logged in Dynamics 365,
including call results, call details and any custom
information. This automation increases agent
productivity and ensures a systematic

Make and receive phone calls, set the agent status and automatically record actions without leaving the Dynamic 365
desktop. Provide information and data about inbound calls to agent allowing them to personalize interactions.

ABOUT GENESYS
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comesfrom connecting employee and customer conversations on any channel, every day. Over 11,000 companies inmore than 100 countries trust our #1 customer experience platform to drive great business outcomes. Genesys
on-premise and cloud solutions are built to be fluid, instinctive and profoundly empowering. Combining the best oftechnology and human ingenuity, we work the way you think.
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