HubSpot & Genesys Cloud - Custom Integration for
Not‑For‑Profit Contact Centre
Executive
Summary
A national non-profit organisation received thousands of calls each day from individuals seeking support services. Although the national non-profit organisation had implemented a CRM system from HubSpot, this system was not able to work with their existing Genesys Cloud system.
To address this incompatibility, Designpluz developers created a custom integration to match incoming calls with existing HubSpot contacts during a live call. With this integration, the contact centre agents could handle incoming calls faster by immediately identifying the caller without having to search for the caller’s information in the HubSpot contact records during the live call.
Furthermore, this integration automatically logs calls and enriches each interaction with AI audio transcription, ensuring accurate call documentation and easier call review.
Our integrated solution allowed the contact centre to operate more efficiently and with less manual data entry, while providing agents with immediate access to the entirety of a caller’s interaction history.
The Challenge
Operating at scale, the organisation’s contact centre receives thousands of inbound calls each day. The lack of integration between Genesys Cloud and HubSpot has created many operational difficulties, including:
- No automatic record matching: Agents were expected to manually search through HubSpot to access a caller’s information whenever a call was received. This led to delays in responding to calls and engaging with customers.
- No visibility of customer history during live calls: Staff frequently answered calls without immediate access to information about the customer’s history and service interactions. This led to agents having to ask callers for information that was previously given.
- Manual call-logging processes: After a call is completed, call notes and call logs are manually created using HubSpot. It was a labour-intensive process and sometimes led to incomplete or inconsistent call records.
- No centralised audit trail: Supervisors were unable to access information related to call length, outcome, and agent handling, making it hard to monitor performance.
- Missing transcription capabilities: The information that was discussed was frequently summarised manually or never captured against the call history.
The organisation required an efficient solution that could integrate the two systems and automate the processes without replacing the technology.
The Solution
Our team of developers and system integration experts worked on designing and developing a custom integration layer, which was deployed as a cloud-hosted service in Microsoft Azure. The integration functions as an API-based hub that synchronises live call events between Genesys Cloud and HubSpot.
Tech Stack Used
Technical Implementation
The solution operates as a backend API running on Azure, which serves as the integration hub between Genesys Cloud and HubSpot.
1. Live Call Event Processing
Once an incoming call is received in Genesys Cloud, a webhook event notification is triggered to the integration hub. The phone number of the caller is extracted from the notification and looked up in HubSpot using the CRM’s REST API.
If a contact record matches the phone number of the caller, the contact record is displayed to the contact centre agent in real time. This displays the history of calls made, services received, and any flags associated with the client.
2. Real-Time Agent Support
The agent can write directly into HubSpot by making notes on the contact record, so that any information can be immediately associated with the caller’s record, and they can take real-time notes about the call.
3. Automated Call Logging
After the call, a call log is automatically created in HubSpot detailing the caller’s phone number, the time of the call, the duration, the agent who took the call, call direction, queue, outcome, and the caller’s metadata.
4. AI-Powered Transcription
AI transcription services convert the conversation into text and attach the transcript to the HubSpot call record. This ensures that important information from conversations is recorded accurately.
5. Monitoring & Reliability
A lightweight monitoring portal is provided that enables administrators to track synchronisation activity, detect integration issues, review audit logs, and monitor system performance.
Business Outcomes
Our properly executed integration resulted in several benefits for the organisation’s contact centre:
Key outcomes included
The billing portal now serves as a core operational platform for the consultancy’s billing processes and supports future project growth.
Jag, Priya and the team at Designpluz did a great job at building a unique and complex booking system for our website.
They were extremely helpful and responsivethroughout the whole process, both with taking on our requests, whilst adding their own thoughts and ideas that made the system better. Highly recommend their services!
