|[December 20, 2013]
Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification
DALY CITY, Calif. --(Business Wire)--
Genesys (News - Alert) (www.genesyslab.com),
a leading provider of customer experience and contact center solutions,
today announced that it has achieved Microsoft
Lync 2013 qualification. The Microsoft
Lync Independent Software Vendor (ISV) qualification program is
designed to help ensure that qualified applications from Microsoft (News - Alert)
Partners meet customer expectations for specific scenarios. With third
party testing, the program defines specific requirements for
interoperability with Lync Server, installation, set-up and
configuration, documentation, and support. With the latest Lync 2013
qualification, Genesys continues to enable Lync customers to unify their
contact center interactions and enterprise unified communications.
Companies select Genesys and Microsoft Lync to leverage the combination
of best-of-breed contact center and unified communications solutions,
rather than losed proprietary hardware-based solutions. By
incorporating multi-channel customer experiences and contact center
capabilities from Genesys, Lync customers can seamlessly deliver voice
and instant messaging (IM) interactions to both their customer service
agents and back office employees.
"With qualification for Lync 2013, Genesys extends Lync into
multi-channel contact center customer service," says Dan Benedict,
Program Manager Lync ISV Qualification Program, Microsoft.
"Organizations can now benefit from Genesys customer service solutions
integrated with Lync 2013 as their voice platform in contact centers and
across the enterprise."
Genesys integrates the real-time presence and availability status of all
Lync users, which enables companies to route calls coming into the
contact center to any available employee wherever they may be located -
in stores, branch offices, home offices, outsource partners, or any
other location. As a result, organizations using both remote employees
and contact center agents are able to track the availability of an
employee resource beyond the contact center and better direct enquiries
based upon the status of any given resource to increase efficiency of
"The integration of Genesys and Microsoft Lync has already brought
unprecedented rich collaboration and multimedia experiences to contact
center agents and non-contact center employees," said Merijn Te Booij,
Executive Vice President of Products and Strategy, Genesys. "We are
proud of being one of the first to achieve qualification on the new
Microsoft Lync 2013."
Recently, Genesys announced that it is a Silver Sponsor at the upcoming Lync
Conference 2014 on February 18, 2014, in Las Vegas, and will be
demonstrating the solution at the event.
Genesys is a leading provider of multi-channel customer experience and
contact center solutions. With over 3,500 customers in 80 countries,
Genesys orchestrates more than 100 million customer interactions
every day across the contact
center and back
office. Genesys helps customers power optimal customer experiences
that deliver consistent, seamless and personalized experiences across
all touchpoints, channels and interactions.
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