Genesys, a leading provider of customer service solutions, today
announced that it has integrated Microsoft 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. 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.
"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.
Qualified Lync Applications for the Contact Center
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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