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Microsoft

Global contact center transformation improves
agent and customer experience

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Microsoft empowers people and organizations to achieve more through innovations such as Xbox, Windows, Azure and Office. Integral to success is a diverse partner ecosystem and an immense support organization that handles over 73 million calls a year, in 37 languages, from anywhere across the globe.

Delivered from over 80 regional contact centers, those service operations ran on hundreds of local telephony (PBX, IVR and ACD) systems, along with various reporting and database servers. This complex on-premises model was costly and time consuming to maintain. It also obscured information on staffing levels, wait times, agent performance and, ultimately, customer satisfaction.

“Our call center operations needed to replace our legacy infrastructure with next-generation SaaS offerings that could drive standardization, provide new capabilities and enhance integration for our support and sales activities,” said Matt Hayes, Principal Program Manager at Microsoft. “So, moving to a single cloud contact center platform was a logical progression.”

Enriched by Microsoft applications such as Azure, Skype and Dynamics, the Genesys Engage™ solution is now helping Microsoft transform customer experience and productivity for more than 25,000 agents throughout North America, Europe and Asia.

As a result of this migration, 35 different phone systems and 214 separate IVR platforms have been decommissioned, reducing IT maintenance costs and simplifying navigation across Microsoft product offerings. Agent response times also have improved, assisted by the newfound ability to load balance across regions.

Benefits

Seamlessly shift traffic loads across regions
Significant reduction in call transfer rates
Substantially shorter wait times
Improved accuracy of reporting at a global level
Savings of time and money from decommissioned infrastructure

“Genesys Engage gives Microsoft and our partners the levers we need to optimize a global pool of agents with multiple language skills and deliver consistently great customer experiences.”

Matt Hayes, Principal Program Manager, Microsoft

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Challenges

Remove the burden of managing on-premises infrastructure
Improve visibility and control of global support services

Product

Genesys Engage

Solutions

+1.888.436.3797

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.