How to Integrate Microsoft Teams with Genesys

Quick summary

Integrating Genesys Cloud with Microsoft Teams allows contact center agents to transfer calls and collaborate directly within Teams. This step-by-step setup connects both platforms through authentication, enabling unified communication and cross-platform collaboration.

Steps

1. Sign in to your Microsoft account and navigate to the ellipsis icon in the left-hand menu of your dashboard.
2. Search for and select 'Genesys Cloud' from the results.
3. Follow the setup process and log in to your Genesys Cloud account to connect it to Microsoft Teams, then click 'Log In'.
4. Click 'Authenticate' to grant Genesys access to your Microsoft Teams environment.
5. Once authentication is complete, click 'Launch Genesys Cloud' to finalize the integration.
6. Test calling and chat functionalities to verify that users can transfer calls and collaborate across both platforms.