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As anyone in the contact center solutions business will attest, customer service is Job One. If you’re not meeting – and exceeding – customer expectations on an ongoing basis, you might as well (literally) hang it up.

So in order to stay ahead of the competition, Genesys (News - Alert), a leading provider of customer experience and contact center solutions, has formed an alliance with Zendesk, which provides industry-leading, cloud-based customer service software.

“This new relationship brings together two market leaders to offer customer service leaders a powerful new cloud-based customer experience solution,” said Reed Henry, Chief Marketing Officer at Genesys. “As a result, both companies can pursue significantly expanded market opportunities globally.”

According to the companies, with Genesys, customers will experience contextual self-service options. But, when requiring human assistance, the call will be routed to the best-skilled Zendesk agent, eliminating transfers and improving the overall customer experience.

The development relationship will be available across all of Genesys’ Customer Experience Platform editions.

“The initial deep integration to the Genesys Premier Edition of Virtual Contact Center allows customers to quickly deploy and manage a contact center or help desk in the cloud with voice interactions routed directly to the optimal customer support employees using the Zendesk console,” Genesys said in a release. “The Genesys and Zendesk integration significantly enhances the ability of companies to manage their customer support channels seamlessly in a single user experience. Through the integration, customers will gain advanced self-service and assisted voice channel capabilities within Zendesk.”

But the alliance doesn’t end at the call center. Both companies will help in cross-promoting each other’s branding. For example, Zendesk will participate as a Gold Sponsor of the Genesys G-Force User Conferences across the globe, and Genesys, in turn, will participate in the upcoming Zen U road-show events across North America, Europe and Asia to promote the new, joint Genesys / Zendesk solutions.

"Nothing matters more in the contact center than customer relationships,” said Zendesk CMO Bill Macaitis. “Zendesk builds a beautifully simple customer service platform that brings companies and customers closer together. Working together with Genesys, we’re able to deliver advanced voice capabilities for companies of all sizes that enable them to focus on helping customers, not integrating technology.”