MiraBridge Phone Overview
MiraBridge Phone brings Genesys Cloud telephony directly into the workspace where agents already operate — their CRM. This integration allows agents to handle calls, chats, and SMS interactions without leaving the customer record or switching between multiple applications.
The result is a more efficient, focused workflow where the CRM becomes the single centralized workspace for all customer interactions.
Why It’s Needed
In traditional contact center environments, agents frequently juggle multiple tools:
- One system for customer communications (Genesys Cloud)
- A separate system for customer data and record management (CRM)
This constant context switching between applications can result in:
- Decreased response times and efficiency
- Lost context during customer interactions
- Incomplete or inconsistent customer records
- Increased cognitive load and agent fatigue
MiraBridge Phone eliminates this friction by consolidating both systems into a unified interface.
What Changes for the Agent
With MiraBridge Phone, agents see the phone and chat interface embedded directly within the CRM application. When a customer initiates contact:
- The agent automatically sees who’s calling and why
- Relevant records or cases appear without needing to search
- Tasks or follow-ups are created as part of the process
Everything stays in one place, with fewer clicks and no copy-pasting.
Supported Platforms
- Dynamics 365 (Omnichannel for Customer Service) – CIF v2
- Dynamics 365 (Customer Service Hub) – CIF v1
- Dynamics 365 (Sales Hub) – CIF v1
- Dynamics 365 (Custom model-driven apps) – CIF v1
- Salesforce (Lightning)
Coming soon:
- Zendesk
- Salesforce (Classic)
- Custom platforms (using an iframe)