Pre-Built Contact Center Extensions for Dynamics 365
Accelerate your telephony deployment with our production-ready, AppSource-compliant extensions. Built specifically to connect Amazon Connect and Genesys Cloud CX into Dynamics 365 with zero custom development delay.
Amazon Connect CTI Extension for Dynamics 365
A plug-and-play Microsoft Dynamics 365 managed solution that embeds the Amazon Connect Contact Control Panel (CCP) directly within the CRM user interface. Enables instant caller screen pops, click-to-dial from any entity, and automated call logging with secure recording links.
Key Architectural Features
Sub-Second Caller Screen Pop
Automatically queries Dataverse by incoming phone number (ANI) or IVR case numbers. Pops the exact Contact, Account, or open Case on agent screen before the call connects.
Global Click-to-Dial
Transforms all standard and custom phone number fields into clickable dialers. Automatically initiates outbound calls through Amazon Connect with single click.
Automated Activity Logging
Automatically creates Phone Call records upon call completion, capturing exact talk time, agent wrap-up notes, disposition codes, and AWS S3 recording URL.
AWS Lambda Dataverse Connectors
Pre-configured serverless Lambda functions enabling Amazon Connect contact flows to read and update D365 data in real time during IVR self-service.
Omnichannel CIF v2 Compatibility
Built on Microsoft Channel Integration Framework (CIF) v1 and v2, fully supporting the Customer Service Workspace multi-session tabbed interface.
Role-Based Security & Permissions
Packaged with dedicated D365 security roles (CTI Agent, CTI Supervisor, CTI Administrator) for effortless user provisioning.
Technical Prerequisites & Compatibility
Genesys Cloud CX Embedded Framework for Dynamics 365
A unified contact center accelerator embedding the complete Genesys Cloud CX interaction suite inside Microsoft Dynamics 365. Handles omnichannel voice, web chat, email, and SMS with bi-directional presence sync and automated CRM record association.
Key Architectural Features
Omnichannel Embedded Client
Agents manage incoming voice calls, SMS chats, and emails within a compact, dockable sidebar widget directly inside Dynamics 365.
Bi-Directional Status Sync
Synchronizes agent availability (Available, Busy, Break, After Call Work) between Genesys Cloud and Dynamics 365 unified routing.
Dynamic Multi-Attribute Screen Pops
Configurable search parameters matching incoming phone number, email address, or custom IVR interaction attributes to any standard or custom table.
Context Transfer with Warm Handover
When transferring calls between agents or tiers, the active Dynamics 365 record context is passed forward, preventing repeated questions.
Automated Timeline Recording Links
Injects secure, authenticated Genesys interaction recording links directly into the D365 Timeline for instant supervisor auditing.
Single Sign-On (SSO) Support
Native authentication through Microsoft Entra ID (Azure AD), providing seamless single sign-on without secondary credential prompts.
Technical Prerequisites & Compatibility
Extension Capabilities Comparison
Engineered to enterprise standards for both Amazon Connect and Genesys Cloud CX environments.