|[January 09, 2013]
Genesys Extends Best-in-class Contact Center Routing to Support Microsoft Lync
DALY CITY, Calif. --(Business Wire)--
Genesys, a leading provider of customer service solutions, today
announced that it has integrated Microsoft (News - Alert) 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 Center interactions and Enterprise Communications (News - Alert). 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.
Microsoft Lync is a unified communications (UC) platform used by
organizations of all sizes for communications. Through the Lync
integration, Genesys (News - Alert) will now help companies consolidate their
enterprise communications (external and internal) and contact center
into one combined solution - without the need for expensive PBX (News - Alert)
hardware. Ultimately, Genesys and Lync will improve first call
resolution by finding the right available resource, at the right time,
via enterprise-wide directory search and ad-hoc conferencing.
Microsoft Lync provides several levels of functionality that are
particularly effective for use in conjunction with Genesys' SIP Server
and Customer Interaction Management platform, such as real-time user
status (available, busy, out of office, etc), and enabling companies
to route calls to available agents wherever they may be stationed. As
a result, organizations using both remote agents and contact center
employees can better direct enquiries based upon the status of any
given agent while increasing efficiency of service.
Through a rigorous testing process, Genesys has met the requirements
of the Lync ISV Qualification Program, which is designed to ensure
that qualified applications meet customer expectations for specific
"The integration of Genesys SIP Server with Microsoft Lync Enterprise
Voice empowers Contact Center 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 center 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 organizations
fully connected to key stakeholders and customers that have
traditionally been on the outside looking in." said Jon Morrow Sr.
Program Manager Partner Engineering, Microsoft Lync.
Qualified Lync Applications for the Contact Center
Genesys is the world's leading provider of customer service and contact
center software and services -with a 100% focus on customer experience
and mission to save the world from bad customer service. With more than
2,000 customers in 80 countries, Genesys is uniquely positioned to help
companies bring their people, insights and customer channels together to
drive today's new customer conversation. Genesys software directs more
than 100 million interactions every day from the contact center to the
back office, helping companies deliver fast, simple service and a highly
personalized cross-channel customer experience. Genesys software also
optimizes processes and the performance of customer-facing employees
across the enterprise.
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