Enterprise Amazon Connect & Genesys CTI for Dynamics 365
Empower contact center agents with unified customer intelligence. We integrate Amazon Connect (AWS) and Genesys Cloud CX directly into Microsoft Dynamics 365, delivering instant caller screen pops, single-click dialing, and automated call logging.
Specialized Contact Center Implementations
Eliminate friction between customer engagement data and telephony voice streams.
Amazon Connect for Dynamics 365
Full deployment and customization of Amazon Connect integrated with Dynamics 365 Customer Engagement using the Amazon Connect Streams API and Microsoft Channel Integration Framework.
- Embedded Contact Control Panel (CCP) inside CRM window
- AWS Lambda functions querying Dataverse in real-time during IVR
- Click-to-dial from Accounts, Contacts, Leads & Cases
- Call recording S3 links securely rendered inside D365 activity records
Genesys Cloud CX for Dynamics 365
Embed Genesys Cloud CX agent capabilities into Dynamics 365 Customer Service Workspace. Provides omnichannel handling of inbound voice, outbound campaigns, web chat, and messaging.
- Genesys Embedded Framework built on CIF v2 multi-session
- Automated caller lookup and instant sub-second screen pop
- Bi-directional agent presence synchronization
- Wrap-up codes and notes auto-committed to D365 timeline
The Value of Native CTI Integration
How embedding your telephony inside Dynamics 365 transforms agent productivity and customer satisfaction.
Reduced Average Handle Time (AHT)
Agents no longer ask customers for account numbers or repeat questions — caller identity and recent cases pop onto screen before the call is answered.
Accurate Interaction Auditing
Eliminate missing call logs. Every inbound and outbound call automatically creates an activity record with exact duration and recording reference.
Browser Tab Switching
All telephony controls, dial pads, hold, transfer, and wrap-up codes reside directly inside the Microsoft Dynamics 365 window.
Ready to Integrate Your Contact Center with Dynamics 365?
Speak with our contact center engineers to review your telephony infrastructure and design your custom D365 CTI roadmap.
Schedule CTI Consultation