Enable front, middle and back office teams to work together to help customers by removing technical barriers to collaboration across departments.
An inability to connect across teams is a major roadblock for smooth, successful customer journeys. Take down those barriers and give teams the ability to work better together, no matter where they’re located.
Enable seamless collaboration between your contact center and the rest of your organization. Empower agents to easily communicate and get the answers they need to resolve complex customer issues.
Improve your employee experience by helping them work from anywhere with cloud-based web, desktop and mobile apps. Build teamwork by providing the tools they need to collaborate on the go.
Choose to deploy our native capabilities or use your preferred unified communications and collaboration (UCC) provider. Genesys facilitates easy integrations to help you stay agile and future-ready.
Without the proper customer engagement platform, it’s impossible for teams to effectively collaborate across borders. Simple connections and the ability to communicate across chat, video, voice and more makes it easy.
Instantly find and communicate with anyone in your organization — such as key subject-matter experts — using a unified directory. See contact information and individual presence to determine availability and effortlessly collaborate with a single click.
Create public or private chat groups to enable collaboration on projects, within departments or about special interests. Share files and links, and easily search for them later. If needed, you can escalate conversations to a voice or video call with just the click of a button.
Some conversations require more context. Transition from a call or chat to HD video with ease, whether it’s a one-on-one conversation or a full team meeting. Make more personal connections while working in real time with your peers, and share your screen for greater collaboration.
A single desktop application makes life easier for your employees, speeds up collaboration, and reduces training and onboarding time. You can do it natively or through third-party integrations.
Get simplified, integrated communications with leading Unified Communications as a Service (UCaaS) solutions, including Zoom and Microsoft Teams. Prebuilt integrations available from Genesys make it easy.
Today’s enterprises need secure, reliable telephony. With Genesys voice services, you can choose to keep your existing telecom provider or opt for our bundled cloud-based telephony service.
Customer interactions now have to be connected omnichannel experiences — and your employees expect them, too. Disjointed communication methods that work across multiple platforms and vendors won’t meet their needs. Employees need intuitive collaboration tools that work together seamlessly.
Break down communication barriers between teams and regions. Streamline the employee experience with native Genesys or third-party UCaaS technologies. Integrate UCaaS and Contact Center as a Service (CCaaS) into the same solution to enable agents to collaborate better no matter where they’re located.
Your teams need a strong set of real-time collaboration tools that are easy to use, easy to deploy and always reliable. Give them a unified communications solution that connects contact center users with other employees. Join all your teams together to achieve faster response times, raise customer satisfaction rates and further optimize your workforce.
Choose to unify all your business communication needs through a single cloud platform. Streamline employee collaboration with real-time messaging, video and voice, alongside a full suite of contact center capabilities. Equip your teams with the connectivity tools they need while simplifying your tech stack.
If you prefer, you can keep your existing UCaaS provider. Integrating it into your contact center is easy through prebuilt integrations or APIs. Maintain fluid customer conversations within the enterprise without losing context by benefiting from unified directories, presence management and multiple channels.
Collaborating with your team should be a near-effortless experience. Genesys unified communications and collaboration (UC&C) tools make real-time communication easy.
Help your teams manage conversations across channels, driving better results across your organization. Solve customer service issues faster and boost agent productivity. Request a demo to get started today.
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There are three main components of unified communications (UC).
Examples of unified communications include Voice over Internet Protocol (VoIP) telephony, video conferences, instant messaging platforms, email, shared online workspaces and mobile communication apps. These tools and platforms can often be integrated and managed as a single system, enhancing collaboration and communication efficiency.
Unified communications solutions, sometimes called UC solutions, help small businesses and enterprises alike. A unified solution boosts productivity throughout your organization by increasing the efficiency of communications within and outside your organization. And when combined with a collaboration solution to create a UCC instance, that efficiency and productivity only increases.
The main way that a UCC boosts productivity is through increased operational efficiency. UCC combines multiple communications channels into a single interface. This means you can house everything from SMS text messaging and phone calls to email and web conferencing in one place. With less switching between applications, you can save time and deliver better benefits to agents and end users.
Yes, this is one of the main benefits of a UCC system. With your phone system, internal communications, web messaging, and more combined into a single platform, your agents will spend less time switching between communications channels.
Integrating UCC and contact center on a single platform offers significant benefits. Having all your employees on one solution improves first-call resolution. It allows front-line agents to communicate with back-office colleagues or subject matter experts in real time.
When a transfer occurs, you can provide all customer information, interaction history and conversation context. Additionally, consolidating UCC and contact center functionality can reduce costs associated with licenses, integration, training and administration of separate systems.
Companies often face integration challenges when rolling out unified communications and collaboration (UCC) tools, especially if they rely on legacy systems that do not easily connect with modern platforms. User adoption can also be a hurdle, as employees may resist changing familiar workflows or struggle with new interfaces.
Security and compliance are additional concerns, particularly for organizations handling sensitive data across multiple channels. Finally, ensuring consistent performance and reliability across locations and devices can be difficult without strong network infrastructure and ongoing IT support.
Unified communications and collaboration (UCC) platforms go beyond voice calls by bringing messaging, video meetings, file sharing and collaboration tools into a single, integrated system. Employees can switch between communication channels seamlessly and work together in real time, regardless of location or device.
Traditional business phone systems focus mainly on voice calling and often operate as standalone tools. They lack the flexibility, integration and mobility that modern organizations need to support remote work, faster decision-making and team-based collaboration.
UCC makes it easier for agents to collaborate with supervisors or subject-matter experts during live interactions. This leads to quicker issue resolution, more consistent answers and an improved overall customer experience.
