Telephony integration with the Genesys

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The company I work for has a Genesys (http://www.genesys.com/) telephony system and we currently use CRM Online 2016. Has anyone had any luck with auto dialer or click2dial systems that play with Genesys and the online version of CRM?

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felipegs 95 on at

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Have you found any solution on this issue, a customer is asking me about how to connect CRM Online with Genesys but I've seen a plugin it's only available for 2011 version. Thanks in advance.

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Hi Mike. Would you be willing to share the name of the company you're working for using CRM/USD and Genesys. I'm currently working for a company that is planning to use these two as well and would like to get in touch to share and learn experiences. We're having a hard time to find other customers who are using Genesys and CRM/USD.

Would be great. Thanks, Marc

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I would like to know more about this Telephony Integration with Genesys technically especially on Server Settings and coding solution.

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You may want to take a look at Tenfold. You'll get the click-to-dial feature along with a bunch of other useful ones. Been using these guys for less than a year, and so far we've seen improvements in agent productivity, call handling time, and accurate documentation.

We use them for Avaya + MS Dynamics integration but they also work with other phone systems like Genesys. See here: www.tenfold.com/.../genesys

Hope it works for you like it does for us!

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Community Member on at

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We built a custom solution (through a vendor) with a Windows app which will identify the Caller ID from the Call Centre interaction agent and opens the Telephone activity in MSCRM with the incoming caller id.

Thanks, Suresh Kumar VC

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Hi Suresh

We have exactly the same requirement. Can you please share more information on how did you do that?

We need to integrate Genesys CIC(Call Center Solution from Interactive Intelligence) with Dynamics CRM 365 online.

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Mishra Rahul 5 on at

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Hi Mike,

You may try using a CTI connector for CRM online. It will connect your Genesys phone system with CRM online and let you handle interactions from within the CRM. You also get features like Click to dial, automated call logging, screen transfer, etc that helps automate agent tasks and improves efficiency. For more advanced integrations like having a custom auto-dialer feature embedded into the CTI and more, you may try Smart CTI Connectors from NovelVox. They offer extensive integration features with flexible deployment options.

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