Omnichannel customer experience software provider Genesys yesterday announced an integration with Microsoft’s Skype for Business to deliver customer engagement, contact center and unified communication solutions from the Genesys Customer Experience Platform.
Genesys is one of the first enterprise contact center solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform. This integration enables customers and organizations to choose whether to engage through video, voice or chat, as well as being able to transfer between these channels without interruption.
Combined with the recent announcement of the Genesys omnichannel journey management capabilities, Genesys and Skype for Business customers can now deliver orchestrated customer engagement even as customers migrate across channels. The solution connects the customer with the best agent or subject matter expert in any department and location.
Genesys CEO Paul Segre
“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, President and CEO of Genesys. “The new solution gives organizations the ability to take their business results to new levels, improving sales, building better brand loyalty and lowering costs.”
The integrated solution provides organizations with a converged communications infrastructure over which to route any interaction in any channel or to switch seamlessly between channels while capturing comprehensive analytics. The solution operates at any scale serving both small to medium organizations and global enterprises.
Zig Serafin, Corporate Vice-President, Skype Business Services at Microsoft
“Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we have improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems,” said Luc Greefs, Director of Shared Technology and Infrastructure Delivery at Cegeka, a Genesys customer.
“In today’s consumer driven digital age, businesses need to be more focused than ever on the customer experience,” said Zig Serafin, Corporate Vice-President, Skype Business Services at Microsoft. “By integrating its solutions with Skype for Business, Genesys gives businesses of all sizes the ability to provide a truly exceptional customer experience across all customer engagements.”
Don Van Doren, principal consultant at UniComm Consulting and president of Vanguard Communications
“In leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-adding collaboration and customer engagement for companies of all sizes,” said CX industry expert Don Van Doren, principal consultant at UniComm Consulting and president of Vanguard Communications. “By providing these new capabilities in a single software stack and integrated agent experience, Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.”
The Next Generation Genesys Customer Experience Platform with Skype for Business integration will be available in July 2015.
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