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January 11, 2013

Genesys Integrates Microsoft Lync

By Robbie Pleasant, TMCnet Contributor

Users of Genesys’ (News - Alert) customer service platform are in for a treat, with the integration of Microsoft Lync. Genesys has recently announced the integration of Lync, which creates a combined voice platform that lets companies unite contact center interactions and enterprise communications.

With the joint solution, agents can deliver and receive voice and instant messages from any Lync enterprise device. Genesys can now help companies consolidate their internal and external communications and contact center, all without requiring any expensive PBX (News - Alert) hardware. Genesys has been tested, and meets the requirements of the Lync ISV Qualification program, so it’s sure to meet the customer expectations.

Now that Lync has been integrated into Genesys’ solution, its customers will have access to the many features it provides, such as real-time user status and call routing, making better use of their employees wherever they may be. This will also help improve the rate of first-call resolution, as call centers can find the right agent at the right time immediately.

"The integration of Genesys SIP Server with Microsoft (News - Alert) Lync Enterprise Voice empowers Contact Center agents to enjoy the rich collaboration and multimedia capabilities offered by Lync when communicating with their peers, while also extending these capabilities out to their customers," says Merijn Te Booij, VP of Products and Strategy at Genesys. "The advantages of running the same Unified Communication platform in the contact center and the wider enterprise are obvious but compelling: enhancing collaboration throughout the business to efficiently and cost-effectively deliver the best outcomes for customer service."

The only surprise here is that it took this long. Genesys’s customer service solutions have always been top-notch, so integrating Microsoft Lync was only a matter of time, but a welcome addition nonetheless.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman

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