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."
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."
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
About Zoom Video Communications, Inc:
Zoom 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.
Published: Wednesday, May 20, 2020
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80