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Genesys Extends Best-in-class Contact Center Routing to Support Microsoft LyncDALY CITY, Calif. --(Business Wire)-- Genesys, a leading provider of customer service solutions, today announced that it has integrated Microsoft (News - Alert) Lync with its industry leading customer service platform. The integration of Microsoft Lync and Genesys creates a combined voice platform, enabling companies to unify Contact Center interactions and Enterprise Communications (News - Alert). By incorporating Genesys' industry leading skills-based routing, reporting and multi-channel customer service capabilities, the joint solution will deliver voice and instant messaging (IM) interactions originating from any Lync enterprise device to agents. News Facts:
"The integration of Genesys SIP Server with Microsoft 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," said Merijn Te Booij, Vice President of Products and Strategy, 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." "Tearing down the walls and extending the advantages of unified communications into the realm of customer service makes organizations fully connected to key stakeholders and customers that have traditionally been on the outside looking in." said Jon Morrow Sr. Program Manager Partner Engineering, Microsoft Lync. Additional Information: Microsoft Qualified Lync Applications for the Contact Center About Genesys: Genesys is the world's leading provider of customer service and contact center software and services -with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today's new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.
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