Genesys (News - Alert), a provider of VoIP call center solutions and customer service software, helps clients optimize processes and the performance of customer-facing employees across the enterprise.
Recently, it was revealed that the company has just integrated Microsoft (News - Alert) Lync with its customer service platform, allowing for both its Contact Center interactions offering and Enterprise Communications platform to work together seamlessly.
The Lync integration will help companies consolidate their enterprise communications (external and internal) and VoIP call center into one combined solution – without the need for expensive PBX (News - Alert) hardware, according to company officials.
Thanks to Genesys’ industry leading skills-based routing, reporting and multi-channel customer service capabilities, the newly debuted solution will deliver voice and instant messaging (IM) interactions originating from any Lync enterprise device directly to agents.
“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, in a statement.
“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,” Booij added.
The alliance between Microsoft Lync with Genesys will improve first call resolution by finding the right available resource at the right time via an enterprise-wide directory search and ad-hoc conferencing.
Microsoft Lync is a popular unified communications platform used by enterprises of all sizes, and Genesys has successfully undergone a rigorous test to meet the requirements of the Lync ISV Qualification Program. This program is designed to ensure that qualified applications meet customer expectations for specific scenarios.
“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,” Jon Morrow, senior program manager partner Engineering, Microsoft Lync concluded.
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Edited by Jamie Epstein