All individuals associated with the contact center industry, whether directly or indirectly, are acquainted with the use of CRM. Contact centers use CRMs for storing customer information, synchronizing sales statistics, and managing a company’s overall interactions with customers.
Using a CRM can help automate tasks for accuracy and nurture customer loyalty.
When we talk about leading CRMs in the market, there are many to choose from. But CTI Integration for Microsoft Dynamics 365 is different. Developed by the renowned company Microsoft, it is a customer relationship management software that majorly focuses on sales, marketing, and customer service sectors.
The performance of Microsoft Dynamics 365 can be supercharged by integrating with Genesys using a CTI connector. Equipping the CRM with enhanced technology empowers contact centers by boosting agent performance and elevating customer satisfaction scores (CSAT).
Flick through this blog as we throw light on the synergy of Genesys MS Dynamics 365 Integration for augmenting agent productivity levels and customer satisfaction scores.
Boosting CX with Genesys MS Dynamics 365 Integration
Agents receive numerous calls throughout the day from customers who mention a quick resolution to their queries. For every call received, agents need to switch to their CRM screen, while maintaining the line, to lead to a conversation falling in context to the query. Undoubtedly, it is time-consuming & tiresome at the same time.
Do you think customers would get the right solution? Now, imagine the same situation with Genesys integration with MS Dynamics 365.
Agents would be able to greet customers because their general details will pop up on the screen. Initiating a contextual conversation would be a breeze, and switching between screens would be tossed away. This means productivity levels increased, AHT decreased, FCR increased, and incentives assured for the agent.
In other words, Genesys integration with MS Dynamics makes an incredible team for steering a business toward growth. Let’s look at some reasons why Genesys integration with MS Dynamics 365 is beneficial.
Why Integrate Genesys with MS Dynamics 365?
Smart ACD
With decreasing patience levels, customers are ready to take their businesses elsewhere if their queries aren’t addressed on time. The Microsoft Dynamics 365 integration with Genesys can prevent this from happening. It brings in smart ACD systems for routing calls based on the customer profile.
Depending on the complexity of the query, the call is automatically routed to the rightly skilled agent. By integrating Microsoft Dynamics 365 with Genesys, the surplus time spent while transferring calls gets eliminated & improves FCR.
Screen Pop
When customers share the required details to get a tailored experience, it eliminates the hassle for agents to switch between platforms to seek data. Such smoothness elevates the customer journey & boosts customer experience.
Genesys integration with Microsoft Dynamics 365 simplifies offering a personalized experience to customers, by the agent, whenever a call is received. This is because customer details like name, previous interactions, and purchase history pop on the screen to foster recognition between the customer & agent.
Real-Time Call Analytics
Customers silently leave because of inefficient customer experience. Silent abandonment by customers is a major bottleneck because agents cannot identify pain points at the customer’s end.
To minimize this, integrating Genesys with Microsoft Dynamics 365 becomes a must. The real-time call analytics feature contributes to an elevated customer experience. It helps track statistics related to call waiting times, active calls, average handle time(AHT), first call resolution (FCR), and other KPIs.
Real-time analytics help contact center managers/supervisors monitor calls and take proactive action to improve the situation in case an agent requires guidance.
Omnichannel Messaging
Customers, on average, use more than 4 channels to establish communication with companies and expect a smooth experience across them. However, only a handful of agents feel aptly connected with them through the communication channels chosen.
The unbeatable team of MS Dynamics integration with Genesys can keep this obstacle at bay, by allowing agents to easily switch between apps/communication platforms, without losing the context of the conversation & reducing call volumes.
Thus, It Is Concluded That….
Genesys integration with Microsoft Dynamics CRM can enhance the customer experience by enhancing the customer journey. The four features elaborated on above aid in simplifying an agent’s job not just by automating workflow, but delivering a superior customer experience too!
NovelVox is a trusted name in the CX solution industry. A CMMI Level-3 certified company, it has been the torch-bearer for developing customer-centered applications. It has been known for delivering contact center solutions across sectors for 15 years and counting.
Its vast product line includes tools like agent desktops, chatbots, helpdesk software, wallboards, and smart CTI connectors. The connectors come pre-integrated with Avaya, Cisco, Genesys, Amazon Connect, Dialpad, NICE, Webex, and Zoom.
