HubSpot and Genesys Cloud Integration

Industry: Not for profit, community support services
Organisation: National Australian not for profit with a high volume contact centre
Solution type: Custom CRM and telephony integration with monitoring portal
Core technology: C#, Microsoft Azure, REST APIs, webhooks, Azure AI Speech
Engagement: Integration design, build, hosting and monitoring

Headline resultEvery call matched, logged and transcribed in the CRM without manual entry

Overview

A national not for profit receives thousands of calls a day through Genesys Cloud, while client records live in HubSpot. The two systems did not talk to each other. We built an Azure hosted CRM integration layer that identifies callers instantly, shows their history to agents and logs every call with an AI transcript in HubSpot.

The Business Problem

Agents searched HubSpot manually for every caller, often while the caller waited. They frequently lacked context and asked people to repeat information. Call notes were written after the call, so they were slow, incomplete and inconsistent. Supervisors had no central audit trail of call outcomes or handling.

Disconnected systemsNo link between the phone system and the CRM
Manual caller lookupManual caller lookup during live calls
Inconsistent call notesInconsistent, manually written call notes
No audit trailNo reliable audit trail for supervisors

Our Solution

We built a custom integration hub hosted in Microsoft Azure using Azure integration services. When a call arrives, a Genesys Cloud webhook triggers a lookup of the caller’s number in HubSpot through its REST API. The matched record, including call history, services received and flags, appears for the agent straight away. Agents can add notes to the contact during the call.

When the call ends, a full call log is written to HubSpot with time, duration, agent, queue, direction and outcome. Call audio is transcribed with AI and attached to the record. A monitoring portal lets administrators track sync activity, review audit logs and resolve failures.

Call arrives in Genesys Cloud
Webhook triggers a HubSpot lookup
Agent sees the caller history
Call log written to HubSpot
Transcript attached to the record

Contact centre CRM and telephony integration with HubSpot and Genesys

Key Features

Instant caller matching on inbound calls
Contact history and flags shown to agents in real time
Live note taking against the CRM record
Automatic call logging with full metadata
AI call transcription attached to each call record
Retry and reprocessing for failed events
Monitoring portal with audit logs and health checks

Outcomes

Agents identify callers faster without searching during calls
Every call logged automatically, removing manual data entry
Transcripts improve accuracy and make quality review easier
Agents see the caller’s full interaction history
Supervisors have a reliable audit trail of contact centre activity

Technology Stack

Language1 technology

Cloud1 technology

Microsoft Azure

AI1 technology

Azure AI Speech

Integration3 technologies

REST APIs

Webhooks

Live Call Events

Platforms2 technologies

HubSpot

Genesys Cloud

Who This Solution Suits

This approach suits contact centres, not for profit helplines, customer service teams and any organisation running a cloud phone system alongside a separate CRM.