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News : Genesys and Zoom Join Forces to Improve Employee Collaboration and Customer Experiences

#contactcenterworld, @Genesys, @zoom_us

San Francisco, CA, USA, May 19, 2020 -- Genesys(R), a global provider in cloud customer experience and contact center solutions, announced it is partnering with Zoom Video Communications, Inc. (NASDAQ:ZM) to make it easier for teams to work together more efficiently. New integrations for Genesys Cloud™ with Zoom Phone and Zoom Meetings enable organizations to power their entire enterprise communications strategy and improve collaboration across the business. 

Genesys and Zoom customers, Company Nurse and Sentinel Benefits and Financial Group, anticipate benefits for their organizations as a result of the integrations.

Henry Svendblad, chief technology officer for Company Nurse, a nurse triage and injury reporting service for workplace injuries, said, "Zoom and Genesys are making it simpler for businesses like ours to get the most out of their cloud contact center and communications solutions. Our employees already use both solutions today, and a closer integration means they'll be able to work together easier, such as initiating a Zoom video meeting from within their Genesys Cloud instance. As we expand our tele-triage capabilities, we are excited to be one of the first to take advantage of these new features."

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Douglas Walker, vice president and director of Infrastructure Services at Sentinel, a provider of financial planning and investment products and solutions, said, "Our employees are constantly flipping from one application to another to communicate and collaborate. Integrating the solutions will give our call center agents the ability to use all Genesys Cloud features while connecting more easily with the rest of the company that uses Zoom technology. We believe this will help us resolve customer issues faster and on the first contact."

"By bringing Zoom and Genesys Cloud capabilities into a unified experience, we're setting a new standard for employee and consumer communication and collaboration," said Eric Yuan, founder and chief executive officer of Zoom. "Businesses can build stronger customer connections using our robust video-first collaboration solution along with the advanced call routing, analytics and workforce engagement management of Genesys Cloud."

"Now more than ever, consumers want to know they're understood while getting the help they need quickly," said Tony Bates, chief executive officer, Genesys. "Meeting and exceeding these expectations requires employees to have access to the right tools and resources. That's what we're enabling with the combination of Zoom and Genesys Cloud. Together, we're helping organizations differentiate through unique and intelligent customer and employee experiences."

#contactcenterworld, @Genesys, @zoom_us

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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About Zoom Video Communications, Inc:
Company LogoZoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Our easy, reliable cloud platform for video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Zoom is a private company headquartered in San Jose, California.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

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Published: Wednesday, May 20, 2020

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2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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