How to Integrate Dynamics 365 with Genesys: 1-Min Guide

How to Integrate Dynamics 365 with Genesys

Updated on:

June 5, 2026

By:

Madhav Bhandari

Use this interactive demo to learn how to integrate Dynamics 365 with Genesys.

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Here’s how to integrate Dynamics 365 with Genesys:

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Navigate to the 'App Settings' in your Dynamics 365 dashboard.
Go to 'App Extensions' to access available integrations and click 'Partner Apps'.
Go to the search bar and type 'Genesys'.
To integrate Genesys with Dynamics 365, select 'InteractionSync for Genesys Cloud'.
Click 'Free trial' to begin the integration set up.
To confirm the integration, click 'Free trial' so that the Microsoft team can contact you regarding Genesys application.
Select your target environment.
Put a check to each box to confirm the terms and conditions.
Hit 'Install' to link all communication from Genesys Cloud to Dynamics 365.

📌 Why this matters

This integration transforms your customer service calls into actionable CRM data. When agents handle support requests through Genesys, customer interactions automatically sync with their Dynamics 365 profiles, creating a complete communication history.

Beyond basic call logging, this connection enables predictive insights about customer behavior patterns and service trends. You'll spot escalation risks before they happen and identify upselling opportunities during routine support calls, turning reactive customer service into a proactive revenue engine that strengthens relationships while driving business growth.

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