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This Sliding Bar can be switched on or off in theme options, and can take any widget you throw at it or even fill it with your custom HTML Code. Its perfect for grabbing the attention of your viewers. Choose between 1, 2, 3 or 4 columns, set the background color, widget divider color, activate transparency, a top border or fully disable it on desktop and mobile.

Genesys-CRM Integration

Genesys-CRM Integration 2017-09-20T16:21:57+00:00

Project Description

  • Industry:  Insurance, Telephony, Call Center

  • Technologies:  Dynamics 365 CRM, Genesys

Problem

Our opportunity was to integrate Microsoft Dynamics CRM with a Genesys phone system.  Our client, a national provider of auto insurance, runs a first-class call center where licensed insurance agents handle inbound calls from prospective customers. The call center serves the United States and Mexico so the project involved international telephone numbers in addition to the common U.S. formatting.

The project goal was to reduce the amount of time it took for agents to identify callers and process requests.  Even with their state-of-the-art Genesys telephony system, there was nothing connecting information gathered in Genesys to the quoting application, nor the policy application, nor their Microsoft Dynamics CRM. Calls came in and the agents spent significant time determining if the caller’s information was already stored in one or all of their systems.  This reduced the total number of calls an agent could take in a day and caused potential customers to endure longer than usual wait time while the agent searched multiple systems.

Solution

Working as the lead between several vendors and internal IT staff, the solution was to connect Microsoft Dynamics CRM to the Genesys telephone system and use the caller’s information passed from the phone system to reduce the agent interaction time.  The inbound caller’s number is captured and a search is performed looking for a match in the CRM.  If a match is found, the CRM record immediately shows on the screen.  If a match is not found, a search screen appears prompting a more detailed search by the agent in case a caller’s number was not recorded during a previous interaction.  If a detailed search produces no match, we provided the agent with a one-click solution for creating a new record in Dynamics CRM that populates fields with information Genesys gleans from the incoming call.

Results

Alternetics led the effort that delivered a seamless Genesys to Microsoft Dynamics CRM integration.  The client has realized a significant reduction in the amount of time an agent needs to process an incoming call.  Agents also benefit from an improved process for note taking, information changes, and real-time policy quotes. There is an increase in the total number of calls processed per agent.  Incoming calls from both the U.S. and Mexico are being handled effectively and efficiently. And, this client is experiencing higher employee-satisfaction scores.

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