Multimedia Connector for Skype for Business

Power the world’s best customer experience with Genesys and Skype for Business

Multimedia Connector for Skype for Business

Benefits

  • Unify customer journeys across Skype for Business and all other digital channels
  • Increase first contact resolution through collaboration with subject matter experts throughout the organisation
  • Decrease handle time with quick and easy access to instant messaging, voice, video and screen share
  • Deliver great customer experience with a fully integrated suite of contact centre solutions
  • Simplify administration and installation with native Unified Communications Managed API-based integration
  • Improve operational flexibility for on-premise, hybrid or cloud-based deployment models

Key Features

  • Genesys omnichannel routing, reporting and journey analytics for Skype for Business media channels as well as other digital channels
  • Native and certified integration with Skype for Business infrastructure and endpoints
  • Integrated agent desktop manages all incoming interactions
  • Consolidated corporate directory and presence
  • Enterprise-wide multimodal collaboration
  • Skype for Business federation support
  • On-premise, hybrid or cloud-based deployment models

When customers interact with your company, they want the ability to use their preferred channel and have their issues resolved quickly. Most importantly, customers want an effortless experience. Together, Skype for Business and the Genesys Customer Experience Platform empower companies of all sizes to provide seamless, consistent and contextual customer journeys that enable great relationships and business results.

Enrich your customer experience

Provide rich customer experiences with ubiquitous access to all Skype for Business channels, including instant messaging, voice and video, along with other channels—email, social and web. Unified customer journeys and analytics across Skype for Business and other channels enable businesses to better anticipate customer needs to provide a truly exceptional customer experience across all engagements.

Extend customer service throughout the enterprise

Reduce effort for your customers and your team. Agents are given the information they need to personalise every interaction, including the customer’s profile, contact history and context of the interaction. Agents can quickly collaborate—using Skype for Business voice, instant messaging or video—with any available expert across the enterprise to expedite first contact resolutions of customer inquiries. This puts the enterprise—not just the contact centre—at the service of the customer.

Innovate with best-of-suite customer engagement

Customer experience is critical to your organisation. When selecting your customer engagement platform, choose a partner with a proven track record, a strong vision and the scale and expertise needed to add value at every step. Genesys has been a leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for nine years running—and the only leader with a Skype-certified solution. Core capabilities of the Multimedia Connector for Skype for Business include omnichannel routing, consolidated analytics and a unified desktop. And you can easily expand the platform to include self-service, outbound, workforce optimisation and workload management.

Choose native integrations

Not all integrations are created equal. Skype for Business is natively integrated with the Genesys Customer Experience Platform, which eliminates complexity and makes it easier to install, administer and support. This also lowers cost of ownership. Additionally, native integrations can take advantage of new capabilities immediately, as they are added to the Skype for Business platform. Using a solution that is Microsoft “Certified for Skype for Business” assures compatibility and reliability—and protects your investment.

Virtualise operations

Forward-looking companies seek a unified communications solution to lower infrastructure and integration costs. Genesys and Microsoft deliver flexible architectures that are deployed globally in organisations large and small. Discover the benefits of virtualising operations with the ubiquity of Skype for Business and the intelligence of the Genesys Customer Experience Platform.

Virtualisation removes geographical restrictions and can help your operation scale to handle a higher volume of customer inquiries more efficiently. It also makes it possible to eliminate local PBXs and ACDs, further reducing total cost of ownership.

There is no one-size-fits-all solution for contact centre architectures; choose from on-premise, partner-hosted and hybrid cloud deployment models, depending on your company’s needs. Regardless of which option you choose, our proven best practices guarantee optimal use of integration capabilities that will maximise ROI.

"Integrating Genesys Multicloud CX with Microsoft Skype for Business gives us a whole lot of advantages. With more dynamic and flexible communications, we’ve improved collaboration while moving to a software based system. This means we can easily assimilate acquired companies’ systems."

Luc Greefs

Director of Shared Technology and Infrastructure Delivery

Cegeka

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