Genesys CRM Collaboration

CRM information and the contact center traditionally been silo’ed, but they don’t have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them.

Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent.

CRMs and the contact center often coexist, serving as complimentary pieces to the customer experience puzzle. The contact center can use information stored in the CRM about your customer and their prior interactions with your business to provide a more personalized, meaningful, and effective customer experience. Data enables your IVR to make the customer experience more personalized, addressing the caller by name and confirming critical information before they ever reach an agent. This data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry. Once a queue is chosen, the system selects the appropriate skills an agent in that queue should have to properly handle this inquiry. The system provides the ACD engine all the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they receive the call. The agent will have all the necessary context to quickly and efficiently handle the call.

Genesys Cloud CX supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud CX also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: /articles/requirements-for-the-data-actions-integration (web services tab).

Distribution Logic

• Install the data action integration relevant to your CRM:
  • /articles/add-a-data-actions-integration/
• Configure and test your data actions:
  • /articles/create-custom-action-integrations/
  • /141929
• Add the data action to your call flow:
  • /articles/use-data-actions-for-integrations/
• Install the CRM integration from AppFoundry:
  • https://appfoundry.genesys.com/#/filter/purecloud

There are two methods to deliver a screen pop, either use an agent script or agent UI embedded into the CRM.

Real-time Reporting

There is no applicable content.

Historical Reporting

There is no applicable content.

All required, alternate, and optional use cases are listed here, as well as any exceptions.

N/A

• Customer has a CRM.
• Assumes CRM has web service endpoints to access records.
• Assumes they are not using sensitive data to make routing decisions.

V 1.0.2 last updated November 9, 2021