Avtex is pleased to announce they have partnered with Microsoft to bring their InteractionSync solution into the Dynamics 365 Unified Interface using the Dynamics 365 Channel Integration Framework (CIF).
InteractionSync is an application designed to provide an integrated customer experience across multiple engagement channels. CIF enables Avtex to provide a deeper integration experience between Microsoft Dynamics 365 and Genesys PureCloud, accomplishing a true single pane of glass. This integration allows users to fully manage customer engagement from within one web browser, without having to switch between multiple windows or applications.
The Dynamics CIF is a set of application programming interfaces to build and integrate immersive communication experiences. It acts as an interface between channel providers and United Interface Apps. The framework is agnostic to operating system and web browser, and lets developers integrate cloud-based channels.
“With the Microsoft CIF we can enable our clients to create simplified, consistent customer engagement experiences which are most effective and efficient for their agents,” says Michael Shrall, VP of Innovation at Avtex. “As we continue to expand our integrated offerings, we believe CIF begins a new chapter in delivering solutions focused on agent experience.”
Avtex was a Microsoft CIF preview partner and helped test and design the framework. Adds John Seeds, Avtex Vice President of Marketing, “CIF is one of the first in a long line of customer experience innovations on Dynamics 365. We are excited to bring additional innovation to market, including areas like speech analytics, sentiment analysis, engagement analysis, and predictive engagement analysis.”