Genesys Brings Customer Service to the Cloud

Genesys announced the Genesys Connect for Service Cloud customer service solution, which is natively built on the Salesforce Platform, the world’s leading cloud platform for social and mobile business apps.

Businesses and organisations of all sizes will benefit from the power of salesforce.com’s award-winning Service Cloud solution combined with best-in-class voice and multi-channel customer service technology from Genesys.

With this new solution, Service Cloud users can leverage Genesys to harness new levels of productivity and personalisation with the industry’s most advanced capability for connecting customers with the right employee – no matter where they are in the enterprise or which channel the customer uses.

Product Key Features include

Genesys Connect for Service Cloud delivers a seamless environment that natively leverages the Service Cloud user interface and administrative environment to ensure that the solution is quick to deploy, easy to administer and simple to use. The combined solution provides an integrated user interface for agents and employees across the voice, social, web and mobile customer channels.

Genesys Connect for Service Cloud introduces productised customer service best practices, including pre-defined templates for customer interaction routing, which can be configured with the click of a button.

Customers using Genesys technology consistently experience measurable and meaningful increases in agent productivity by improving their ability to connect customers to the right enterprise resource every time – including customer service agents, specialised experts and knowledge workers, and branch or field office personnel.

“It’s a new day for Genesys,” said Michael McBrien, General Manager of the new Genesys Cloud Connect business unit. “For more than 20 years, Genesys has worked with the largest and most sophisticated enterprises in the world to transform their customer service, while simultaneously saving them money – lots of money. With Genesys Connect for Service Cloud, we are taking these insights and combining them with Salesforce and a cloud delivery model to create a solution that is profoundly powerful, yet easy to deploy and simple to use.”

“Today, building great customer connections is paramount and a key differentiator to standing out in a competitive marketplace,” said Tony Kavanagh, vice president of Marketing, Service Cloud for salesforce.com. “Genesys, and its 20+ years of customer service experience, brings unique voice and customer experience capabilities to the Service Cloud, helping enterprises better connect with customers.”

“This relationship brings together two strong leaders in the world of customer service at a time when the customer experience is increasingly becoming a part of competitive differentiation,” said Daniel Hong, lead analyst of Customer Experience & Interaction at Ovum research. “The combination of Genesys and salesforce.com will help enterprises create a unique and powerful customer experience in the cloud using best-of-breed solutions and a tightly integrated approach that simplifies management and accelerates deployment time.”

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