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News : Zendesk, Genesys Form Contact Center Software Alliance
May 12, 2014 -- Last week, inContact bought Uptivity. Today, 2,500-employee Genesys forms an alliance with Zendesk.
Customer experience and contact center provider Genesys is integrating its cloud contact center solution with the Zendesk customer service platform. The alliance helps calls get routed to the best-skilled Zendesk agent, which company officials say eliminates transfers and improves the overall customer experience.
Reed Henry, chief marketing officer for 20-year-old Genesys, told CMSWire Zendesk's "pervasiveness" and "aggressive customer acquisition model" prompted his organization to create the alliance.
"We've brought our reach into that segment," Henry told CMSWire. "We're all digital, and their product is simple, easy to use, rapidly deployed from the cloud and powerful."
Genesys offers three editions of its contact center software: Premier (small to midsize contact centers), Business (midsize contact centers) and Enterprise (large contact centers). The Genesys Premier Edition, in the cloud, has up to 250 contact center agents. This is the edition that Zendesk will be initially integrating.
Users will be able to deploy and manage a contact center or help desk in the cloud with voice interactions routed directly to the optimal customer support employees using the Zendesk console. Zendesk's advanced self-service and assisted voice channel capabilities are the bread and butter of the alliance.
"The key here is the level of integration," Henry said. "Agents within Zendesk are going to have a seamless experience. They're not going to have to be switching screens. For the end user, it will feel like one product that's simple, easy and yet powerful."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Genesys
Customer Experience is the heart of every business! Genesys, a provider of omni-channel customer engagement and contact center solutions can ensure you provide the best experience possible. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Wednesday, May 14, 2014