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Hi everyone,
I'm working on integrating Dynamics 365 Customer Service with our existing Genesys contact center solution. We plan to leverage the Common Interface Framework (CIF) 2.0 for this integration.
My primary goal is to have an inbound ountbound call system with auto routing from Genesys into D365 Customer Service Workspace app. Agent can still have voice call and can still leverage the unified routing in D365 Customer Service. Also i want to Avoid unnecessary complexity by minimizing the need for additional tools or services like Azure Communication Services or Dynamics 365 Contact Center Voice
I'm wondering if this approach is feasible:
Any insights, experiences, or best practices would be greatly appreciated.
Thanks in advance!
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