Genesys supports Microsoft Lync with contact centre routing

Genesys announced that it has integrated Microsoft Lync with its industry leading customer service platform. The integration of Microsoft Lync and Genesys creates a combined voice platform, enabling companies to unify Contact Centre interactions and Enterprise Communications. By incorporating Genesys’ industry leading skills-based routing, reporting and multi-channel customer service capabilities, the joint solution will deliver voice and instant messaging (IM) interactions originating from any Lync enterprise device to agents.

“The integration of Genesys SIP Server with Microsoft Lync Enterprise Voice empowers Contact Centre agents to enjoy the rich collaboration and multimedia capabilities offered by Lync when communicating with their peers, while also extending these capabilities out to their customers,” said Merijn Te Booij, Vice President of Products and Strategy, Genesys. “The advantages of running the same Unified Communication platform in the contact centre and the wider enterprise are obvious but compelling: enhancing collaboration throughout the business to efficiently and cost-effectively deliver the best outcomes for customer service.”

“Tearing down the walls and extending the advantages of unified communications into the realm of customer service makes organisations fully connected to key stakeholders and customers that have traditionally been on the outside looking in.” said Jon Morrow Sr. Programme Manager Partner Engineering, Microsoft Lync.

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