#contactcenterworld, @Genesys, @Microsoft
San Francisco, CA, USA, July 21, 2020 -- Genesys(R), a global provider in cloud customer experience and contact center solutions, has expanded its Microsoft partnership with a new, native integration. Microsoft Teams and Genesys Cloud™, the all-in-one solution and public cloud contact center platforms, are now fully integrated, giving employees a more connected, intuitive and productive experience. As a result, contact center agents can collaborate with any employee using Teams so they can resolve customer issues faster and deliver better service.
"Deploying Genesys Cloud has already made it simpler for our employees to work with students," said Adam Davis, director of operations, Western Governors University. "The new integration with Microsoft Teams allows our student care teams to connect with one another and share knowledge so they can efficiently support our students' needs."
"We are thrilled to add yet another element to our long-standing partnership with Microsoft, which marks an important step forward in helping our customers deliver on the promise of Experience as a Service," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "With more than 75 million daily active users, Microsoft Teams is a predominant unified communications and productivity tool for thousands of enterprise organizations. By integrating our platform with Teams, employees can draw upon expertise from anywhere in the organization so they can provide experiences tailored for every customer."
Mike Ammerlaan, Director of Microsoft 365 Ecosystem marketing at Microsoft said, "More organizations recognize that employees throughout the business contribute to outstanding customer experiences – not just those in the contact center. The Genesys Cloud and Microsoft Teams integration helps ensure employees are equipped with the right tools to collaborate with colleagues across the enterprise while benefitting from features like advanced routing, call recording and interaction analytics to deliver consistent service."
#contactcenterworld, @Genesys, @Microsoft
Posted by Veronica Silva Cusi, news correspondent
About Genesys:
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 Microsoft:
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them.
We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Thursday, July 23, 2020
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