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Contact centre and CRM integration

The proven integration between Genesys and D365 that eliminates platform switching and gives your agents one screen with full context. Built and owned by us.

 

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One screen, all interactions
and full context

In most contact centres, agents often have to switch between three or four systems to handle a single interaction. They verify identity in one platform, check history in another and log activity in a third. Every manual switch costs time and introduces risk. As a result, average handle time in fragmented environments is far longer than it needs to be.

Our integration between Genesys Cloud and Microsoft D365 eliminates the switching entirely. The moment a customer connects, on any channel, their full case history is on the agent's screen. Activity is logged automatically, and transfers carry the full context.

No competitor in this market has this integration: we built it, we own it, and it's proven in production across retail, financial services, and insurance.

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0 min
Average handle time, down from 22 minutes
0-5 min
Saved per case through automated context and activity logging

How the Genesys and D365 integration works


The integration connects Genesys Cloud, covering voice, email, chat, and digital channels, directly to Microsoft Dynamics 365 Customer Service. When a customer contacts you on any channel, a unified case is automatically created in D365 with the customer's full history attached. A screen pop surfaces that case in the agent's D365 workspace at the moment of connection.

On transfer or escalation, the receiving agent sees the complete interaction history, while CTI integration ensures voice activity is captured in D365 alongside digital channel interactions.

 

01
The connector Built by us

What the integration actually does

Our proprietary connector sits between Genesys Cloud and D365, so the agent never leaves one screen.

  • Unified customer case is created automatically in D365
  • Screen pop surfaces that case in the agent's D365 workspace at the moment of connection
  • CTI integration captures voice activity alongside digital channels
  • Full history travels on transfer or escalation to next agent

Channels covered

Voice Email Chat WhatsApp
02
Delivery Tested before live

How we get it into production

We take the integration through a structured delivery process, with rigorous testing at every stage before anything goes live.

  • End-to-end validation
  • Security and performance testing
  • A mock go-live completed before cutover
  • Intensive on-site hypercare after go-live

Built on

Genesys Cloud Dynamics 365 Customer Service

Genesys and Microsoft, integrated by Altron Digital Business

 

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Genesys-logo
Partner Genesys

Genesys Cloud

The contact centre platform handling all inbound and outbound interactions across voice, email, chat, and digital channels, connected to D365 via Altron's proprietary integration.

Partner Microsoft

Dynamics 365 Customer Service

The system of record where all case data, customer history, and agent activity are unified and accessible on a single screen from the moment of contact.

Where this has already worked

smiling-woman-holding-tablet-with-business-charts-urban-setting (1) Case study
Retail Genesys and D365 integration

Major SA Retailer: From multiple platform switching to one unified view

87% Issue reduction week-on-week
5 months Design to go-live
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Integrated securely and governed end to end

The Genesys and D365 integration is built and maintained by our engineers, meaning security configurations, access controls, and data handling are owned and governed at every layer. Role-based access controls are configured at both the Genesys and D365 layers, so agents see only what their role requires.
All data flowing through the integration is subject to POPIA-aligned governance, with automated audit trails capturing every interaction across both platforms without manual intervention.

Related capabilities

Related capability Customer Experience Reinvention

Digital CX and omnichannel

The integration is the foundation omnichannel case management is built on. Without it, unified case records across channels are not possible.

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Related Capability Customer Experience Reinvention

Employee experience

The screen pop, CTI, and automated activity logging the integration delivers are what makes the single-screen agent experience possible. 

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Still managing your contact centre and CRM as two separate systems? Let's help you fix that.
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