Genesys Cloud - Main

Hi Everyone,  

We are at the beginning stages of moving from our existing CRM to Microsoft Dynamics and I am wondering if there are any other users in this community that are currently using Dynamics as their CRM and have integrated with Genesys.  I am trying to get ahead of any potential challenges/issues so I am reaching out to see if anyone experienced any "Gotcha" moments during their implementation so we can try to make a game plan for those situations before we get too deep.  Any input/feedback would be greatly appreciated.  

Thanks!
#Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

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Jason Lorden
Independent Health Association, Inc.
------------------------------

Two things here.  First you have the Dynamics Data Actions that you can install from Integrations that gives you the ability to do lookups in Dynamics from Architect Flows and in Outbound Rules. 

Genesys AppFoundry - Dynamics 365 CIF (mypurecloud.com)

Then there is the Embedded Framework inside of Dynamics.  You have a few choices on AppFoundry below, but I am partial to Interaction Sync with the flexibility, support for CIF and CSW, and the customization it allows.   It can now even embed the email and chat in the Dynamics interface without popping out like most.


Genesys AppFoundry - Avtex InteractionSync (mypurecloud.com)
Genesys AppFoundry - Dynamics 365 Connector (mypurecloud.com)
Genesys AppFoundry - Campaign Connector for Microsoft Dynamics 365 (mypurecloud.com)
Genesys AppFoundry - Dynamics 365 CIF (mypurecloud.com)




------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert,

I appreciate you taking the time to share this information.  I will be sure to look into everything you sent. 

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 04-10-2022 22:46
From: Robert Wakefield-Carl
Subject: Microsoft Dynamics CRM and Genesys Cloud

Two things here.  First you have the Dynamics Data Actions that you can install from Integrations that gives you the ability to do lookups in Dynamics from Architect Flows and in Outbound Rules.

Genesys AppFoundry - Dynamics 365 CIF (mypurecloud.com)

Then there is the Embedded Framework inside of Dynamics.  You have a few choices on AppFoundry below, but I am partial to Interaction Sync with the flexibility, support for CIF and CSW, and the customization it allows.   It can now even embed the email and chat in the Dynamics interface without popping out like most.


Genesys AppFoundry - Avtex InteractionSync (mypurecloud.com)
Genesys AppFoundry - Dynamics 365 Connector (mypurecloud.com)
Genesys AppFoundry - Campaign Connector for Microsoft Dynamics 365 (mypurecloud.com)
Genesys AppFoundry - Dynamics 365 CIF (mypurecloud.com)




------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon
------------------------------

Thanks Anton!  

Reporting is a concern for us as well.  We need to ensure we can link the calls with the actions taken in the CRM for auditing and compliance purposes. 

We will probably have a hybrid model for support.  The hope is that we can take much of the support into the business like we did when we migrated to Genesys Cloud, but we will have to wait and see how much we can support and how much we will have to contract out. 

Good luck with your implementation and thanks for you input!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 04-10-2022 23:20
From: Anton Vroon
Subject: Microsoft Dynamics CRM and Genesys Cloud

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon
------------------------------

Is the Dynamics CRM implementation workflow-heavy?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 04-12-2022 10:50
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

Thanks Anton!

Reporting is a concern for us as well.  We need to ensure we can link the calls with the actions taken in the CRM for auditing and compliance purposes.

We will probably have a hybrid model for support.  The hope is that we can take much of the support into the business like we did when we migrated to Genesys Cloud, but we will have to wait and see how much we can support and how much we will have to contract out.

Good luck with your implementation and thanks for you input!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 04-10-2022 23:20
From: Anton Vroon
Subject: Microsoft Dynamics CRM and Genesys Cloud

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon

If you are asking me, I have no idea at this time what our environment will look like.  We really are still in the discovery phase, but I am guessing that we will have a fair share of workflows as we try to improve the manual processes that we have to deal with today.

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 04-15-2022 18:08
From: Maksim Gill
Subject: Microsoft Dynamics CRM and Genesys Cloud

Is the Dynamics CRM implementation workflow-heavy?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------


Original Message:
Sent: 04-12-2022 10:50
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

Thanks Anton!

Reporting is a concern for us as well.  We need to ensure we can link the calls with the actions taken in the CRM for auditing and compliance purposes.

We will probably have a hybrid model for support.  The hope is that we can take much of the support into the business like we did when we migrated to Genesys Cloud, but we will have to wait and see how much we can support and how much we will have to contract out.

Good luck with your implementation and thanks for you input!

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 04-10-2022 23:20
From: Anton Vroon
Subject: Microsoft Dynamics CRM and Genesys Cloud

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon

The only thing I can think is that more complex workflows in Microsoft Dynamics may require also using Microsoft Power Automate. Sometimes our product is used in conjunction with Microsoft Dynamics in more complex use-cases, which may not be your situation. Feel free to DM me directly if you have requirement-specific questions. Happy to share our experiences.

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 04-17-2022 10:08
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

If you are asking me, I have no idea at this time what our environment will look like.  We really are still in the discovery phase, but I am guessing that we will have a fair share of workflows as we try to improve the manual processes that we have to deal with today.

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 04-15-2022 18:08
From: Maksim Gill
Subject: Microsoft Dynamics CRM and Genesys Cloud

Is the Dynamics CRM implementation workflow-heavy?

------------------------------
Maksim Gill
Eccentex, Inc.


Original Message:
Sent: 04-12-2022 10:50
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

Thanks Anton!

Reporting is a concern for us as well.  We need to ensure we can link the calls with the actions taken in the CRM for auditing and compliance purposes.

We will probably have a hybrid model for support.  The hope is that we can take much of the support into the business like we did when we migrated to Genesys Cloud, but we will have to wait and see how much we can support and how much we will have to contract out.

Good luck with your implementation and thanks for you input!

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 04-10-2022 23:20
From: Anton Vroon
Subject: Microsoft Dynamics CRM and Genesys Cloud

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon

That is good to know...thanks!   I will be sure to reach out when I have a better idea of what the use-cases are.  

Thanks again!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 04-18-2022 12:16
From: Maksim Gill
Subject: Microsoft Dynamics CRM and Genesys Cloud

The only thing I can think is that more complex workflows in Microsoft Dynamics may require also using Microsoft Power Automate. Sometimes our product is used in conjunction with Microsoft Dynamics in more complex use-cases, which may not be your situation. Feel free to DM me directly if you have requirement-specific questions. Happy to share our experiences.

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------


Original Message:
Sent: 04-17-2022 10:08
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

If you are asking me, I have no idea at this time what our environment will look like.  We really are still in the discovery phase, but I am guessing that we will have a fair share of workflows as we try to improve the manual processes that we have to deal with today.

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 04-15-2022 18:08
From: Maksim Gill
Subject: Microsoft Dynamics CRM and Genesys Cloud

Is the Dynamics CRM implementation workflow-heavy?

------------------------------
Maksim Gill
Eccentex, Inc.


Original Message:
Sent: 04-12-2022 10:50
From: Jason Lorden
Subject: Microsoft Dynamics CRM and Genesys Cloud

Thanks Anton!

Reporting is a concern for us as well.  We need to ensure we can link the calls with the actions taken in the CRM for auditing and compliance purposes.

We will probably have a hybrid model for support.  The hope is that we can take much of the support into the business like we did when we migrated to Genesys Cloud, but we will have to wait and see how much we can support and how much we will have to contract out.

Good luck with your implementation and thanks for you input!

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 04-10-2022 23:20
From: Anton Vroon
Subject: Microsoft Dynamics CRM and Genesys Cloud

We are going trough the same process right now, very early days for us too.

For me I'm thinking ahead to the point after the integration is in place, the things I foresee as being challenging are:

Reporting - Depending on how you consume Genesys Data currently, ensuring how have processes and teams and training in place to merge that data together to provide great insights is going to be key to getting the most out of it.

Dynamics Support - Dynamics support is likely to be provided externally for us. So getting the initial requirements right and also ensuring the right processes and communication is in place to allow us to map new fields from Genesys to Dynamics and vice versa quickly and painlessly will be key.

------------------------------
Anton Vroon