About InteractionSync

InteractionSync for Genesys Cloud integrates Genesys Cloud with Microsoft Dynamics 365, linking all your organization's communications with the power of Dynamics 365.

The Genesys Cloud client resides on a sidebar of your Dynamics 365 layout and can handle around 85% of most agent-related actions. But if the need arises to leverage the full functionality of Genesys Cloud, you can simply slide out the entire Genesys Cloud client page, right inside of Dynamics.

While the interface is one of the most visible features of InteractionSync, the real power comes from the automated screen pop and activity creation built within it. InteractionSync intelligently searches Dynamics 365 for the proper contact, lead, or account to pop. Once the interaction is started, InteractionSync automatically creates an activity in Dynamics 365 and associates it to whatever record you want it to.

To further clarify the functionality, let’s define two of the primary features:

Screen pops

Screen pop is a mechanism that automatically opens a specific page in Dynamics using existing information or data attached to an incoming interaction. Screen pops assist the agent using Genesys Cloud and Dynamics by "popping" the related page automatically so they do not have to manually search for the page in Dynamics.

  • Out-of-the-box screen pop functionality is provided so there is no extra configuration necessary to get screen pops to work after you have InteractionSync installed.

  • Custom screen pops can also be configured by applying attributes, or ‘participant data’ to the interaction.

Automatic activity creation

Activities in Dynamics are tasks that you or your teams perform when they contact customers, for example, sending emails or making telephone calls. You can create activities for yourself, assign them to someone else, or share them with other users or teams.

From a contact center perspective, most organizations want to log each interaction made to and from Genesys Cloud as an activity in Dynamics. These activities can then be related to Contacts, Leads, Accounts, Cases, etc. The process to manually create an activity while on an interaction while working on a case or opportunity can be time-consuming and distracting for agents; InteractionSync automatically creates these activities for the agent, increasing their efficiency as well as enabling them to provide a better customer experience.

Automatic activity creation is designed so the agent should never actually have to navigate to the activity. They can if they need to/want to, but it’s not necessary for creating and/or updating. Everything can be done in the embedded Genesys Cloud client’s call log and the notes/associations are handled by InteractionSync.

Agent Assist

Agent Assist is an add-on tool that requires licensing from Genesys Cloud. Currently, Agent Assist supports only Voice, Facebook, WhatsApp, Web Messaging, and Email interaction types. For more information, see https://help.mypurecloud.com/articles/about-genesys-agent-assist/.