Lync Migration Featured Article

Microsoft to Use Genesys Software for Global Call Center

By Casey Houser Contributing Writer

The latest news from Genesys, a provider of cloud-based contact center software, is that it will expand its relationship with computing giant Microsoft (News - Alert). Genesys will accept video support from a link with Skype for Business in the same breath as it offers software to help Microsoft build its own global contact center.

Paul Segre (News - Alert), the CEO and president of Genesys, commented that his company is excited to work with Microsoft in this venture.

“We are excited to deepen our partnership and showcase this innovation by collaborating with Microsoft on a global cloud solution to bring next generation customer experiences to its customers,” Segre said.

The new Microsoft global contact center is expected to be one of the biggest in the world. It will surpass many other groups, at the very least, in its use of Skype (News - Alert) to provide messaging, conferencing, and other telephony for employees. With more than 100,000 Microsoft employees who use Skype every day, the contact center clearly has a dominant scope.

Microsoft’s connection of Skype to the Genesys (News - Alert) Customer Experience Platform comes through the Genesys app marketplace, AppFoundry. In that marketplace, businesses will find the Multimedia Connector for Skype Business adapter. It will exist alongside many other apps that Genesys has approved for use with its base customer service platform.

The cloud-based contact center market has shown impressive growth in the past several years. It has ballooned from a niche market in to a force that could soon take the majority share away from its premise-based counterpart. Even though it still has some ground to cover, software developers are now invested enough to build their platforms, from the ground up, as entirely meant for the cloud.

In Genesys’ case, it has helped transform the market with its own hit software and push for cloud-based operations. Clients as big as Microsoft down to midsize and small businesses have jumped on board. The situation here is on the extreme end of the large enterprise scale and can serve as an example for any other business that has yet to migrate away from its legacy call center.

Edited by Kyle Piscioniere