May 06, 2015
Genesys Announces Integration with Skype for Business
By Oliver VanDervoort
Genesys (News - Alert) is already one of the biggest market leaders when it comes to the omnichannel customer experience (CX) as well as contact center solutions. Earlier this week, the firm made a move to try and further strengthen its standing by announcing it has a new integration with Skype for Business. This particular integration is geared toward delivering a best-in-class customer engagement solution. The company hopes that the Skype (News - Alert) integration will also end up offering contact center and UC solutions in one single place. This new place has been dubbed the Genesys Customer Experience Platform.
Genesys is one of the very first enterprise-class contact center solutions providers that has been able to achieve an integration with Skype for business thanks to the Unified Communications (News - Alert) Managed API. The integration allows customers to organize and communicate seamlessly through video, voice and instant messaging. Even better is that Skype for Business is able to switch from one channel to another without anything like an interruption.
Genesys is combining this new Skype integration with its omnichannel offering in order to deliver a more orchestrated customer engagement. “Leading organizations know that engaging their customers with the right expert no matter where they sit is ideal, but in the past some have viewed it as impractical. With Genesys and Skype for Business, organizations can easily achieve this ideal at any scale,” said Paul Segre (News - Alert), President and CEO of Genesys said in a recent statement.
The new capabilities that come along with this integration are many and include improved rich interactive multimedia capabilities that allow customers to engage more personally with agents. The solution offers seamless channel transition. There is also something called the seamless journey orchestration that allows for everyone present and available for communication to enter the interaction over Skype for Business and to join using any number of different channels.
Lastly and best of all, this solution offers an enhanced reporting option regardless of the device, channel or endpoint used.
Edited by Dominick Sorrentino