Genesys ServiceNow, Salesforce and Microsoft CRM Integrations

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Upland InGenius connects your existing Genesys phone system with ServiceNow, Microsoft Dynamics 365, or Salesforce, using advanced computer telephony integration (CTI). With InGenius, your service agents’ phone controls are integrated directly in the CRM window, and productivity features are included out of the box, such as click-to-dial, screen pop, automated call logging, intelligent dialing, and CRM screen transfer. The InGenius solution helps increase the efficiency of your help desk and service center and the overall satisfaction of your callers.

More Features

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Genesys ServiceNow CRM Integration

InGenius offers a Genesys – ServiceNow integration that is compatible with ServiceNow Customer Service Management (CSM), ServiceNow HR Service Delivery, ServiceNow IT Service Management (ITSM). With InGenius, agents can take advantage of a seamless user interface for phone controls, caller info, and call notes, right in the ServiceNow window.

 Genesys Salesforce CRM Integration

InGenius CTI supports Genesys – Salesforce integration for Genesys Cloud and Genesys Engage. Compatible with Salesforce Sales Cloud, Service Cloud, and Financial Services Cloud, Genesys users will benefit from an intuitive interface that brings phone controls right into the Salesforce window.   

 Genesys Microsoft CRM Integration

The InGenius solution for Genesys – Microsoft Dynamics 365 integration gives agents a better user experience, with features like screen pop, automated call logging, and click-to-dial. InGenius brings Genesys phones into Microsoft Dynamics 365 online and on-premise, and is compatible with the Microsoft Dynamics 365 Channel Integration Framework (CIF) and Unified Service Desk (USD) for Dynamics 365.  


Genesys CTI Integration


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Upland InGenius is a Genesys ISV, and the 2018 AppFoundry Partner Of The Year.

Supported Genesys Platforms

Upland InGenius supports Genesys Cloud for Microsoft Dynamics 365 and Salesforce, and Genesys Engage with Microsoft Dynamics 365, Salesforce, or ServiceNow. The solution seamlessly integrates your existing Genesys phone system to your CRM without any professional services needed. InGenius for Genesys works with Microsoft Dynamics 365 online and on-premise – including Microsoft Dynamics 365 Channel Integration Framework (CIF) and Unified Service Desk (USD) for Dynamics 365, Salesforce Classic, Salesforce Lightning, ServiceNow Customer Service Management (CSM), ServiceNow HR Service Delivery, and ServiceNow IT Service Management (ITSM).

Proven ROI

InGenius preserves the investment you’ve made in your telephony and workflows, by leveraging your existing set-up. This applies to your hardware, IVR system, call queues, and routing. InGenius next-generation computer telephony integration, or CTI, means you can easily activate the unique workflows required by your service center, with no new phones to purchase and no reconfiguration needed. You save time and money, which translates into a rapid return on the investment you’ve made into Genesys and your CRM.

Product Overview

Read an overview of the features and key benefits of Upland InGenius for Genesys.

Download the Product Brief »

The InGenius and Genesys Relationship

InGenius is a Genesys Independent Software Vendor and AppFoundry Partner, that was named the 2018 AppFoundry Emerging Partner of the Year. As a Genesys partner, InGenius is able to keep in step with their customer roadmap, to innovate solutions for great customer experiences and better return on investment. Upland InGenius is listed on Genesys AppFoundry.

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