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 around 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 and provide new capabilities and enhanced integration for our support and sales activities,” said Matt Hayes, Senior Director, Contact Center Technology at Microsoft. “So, moving to a single cloud contact center platform was a logical progression.”
Smoother customer journeys
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.