Our strategic partnership
Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business.
A deep strategic alliance at a technology and corporate level fosters ongoing collaboration within development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalization, collaboration, mobility and cloud, both in customer service and enterprise communications.
Genesys multimedia connector for Skype for Business
Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact center.
Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience.
Agents can quickly identify and access available experts throughout your business—whether in the contact center, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the
IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalized customer journeys anywhere in the world.
CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.”
Companies across the globe are finding value in the Genesys-Microsoft integration
At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact center, and gives agents an end-to-end view of all interactions.
Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems.”
As there is no one-size-fits-all solution for contact center architecture, customers can choose from an assortment of deployment models including premise, partner hosted, and hybrid cloud. The supported deployment options are:
- On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server.
- Partner hosted: an on-premise deployment in a private cloud provided by hosting companies.
- Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact center agents and office workers use Office 365.
- Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on premise. Agents and Information Workers/Office Workers are deployed in Office 365.