We are using Genesys Cloud and an on-premise Windows based CRM.  The CRM is nearing end of life and we are looking at solutions for another one preferably Cloud based.

Here is a brief overview of the current system.  It is a tele-health support on voice calls. If the caller has already called us before and we do have an existing client record, we create a new assessment and document the nature of the call and the caller demographics.  If the caller is calling us the first time, we create a new client record and then create a new assessment.

The challenge with the current system is we cannot map the interactions from Genesys to the corresponding assessments in the CRM.  This is posing significant challenges on reporting.  The assessment form is quite a complex dynamic one that changes the flow of questions based on the nature of the call and based on the answers provided for certain questions.

The solution we seek is an integration in which once an interaction is answered in Genesys, it should automatically create a new assessment in the CRM which should include the interactionId from Genesys so we can automatically map the records between Genesys and the CRM.  The assessment can be linked to the client id if there an existing client id or create a new client id if the caller is calling the first time.

Here are the primary requirements:

1. Automated mapping of interactions in Genesys and Assessments in the CRM
2. CRM capable of handling complex form elements and provide adequate reports.

Would appreciate if the community experts can suggest a suitable CRM that's capable of this.

#ArchitectureandDesign

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Augustin Rajapandian James

The big three that come to mind

Salesforce

Service Now

Dynamics 365

Salesforce and Service now has strategic partnerships with Genesys, so lots of integration capabilities there.

All three should allow you to use Data actions in your Genesys flows to create/update an activity/incident/task etc 

With some of the embeddable framework integrations (pre build solutions available on app foundry) this can also automatically create those incidents in the CRM.  when the agent answers the call and display it to the agent to fill in.

We are using Genesys Cloud and an on-premise Windows based CRM.  The CRM is nearing end of life and we are looking at solutions for another one preferably Cloud based.

Here is a brief overview of the current system.  It is a tele-health support on voice calls. If the caller has already called us before and we do have an existing client record, we create a new assessment and document the nature of the call and the caller demographics.  If the caller is calling us the first time, we create a new client record and then create a new assessment.

The challenge with the current system is we cannot map the interactions from Genesys to the corresponding assessments in the CRM.  This is posing significant challenges on reporting.  The assessment form is quite a complex dynamic one that changes the flow of questions based on the nature of the call and based on the answers provided for certain questions.

The solution we seek is an integration in which once an interaction is answered in Genesys, it should automatically create a new assessment in the CRM which should include the interactionId from Genesys so we can automatically map the records between Genesys and the CRM.  The assessment can be linked to the client id if there an existing client id or create a new client id if the caller is calling the first time.

Here are the primary requirements:

1. Automated mapping of interactions in Genesys and Assessments in the CRM
2. CRM capable of handling complex form elements and provide adequate reports.

Would appreciate if the community experts can suggest a suitable CRM that's capable of this.

#ArchitectureandDesign

------------------------------
Augustin Rajapandian James