FRIMLEY, UK – September 20, 2016 – Genesys (www.genesys.com/uk), the market leader in omnichannel customer experience and contact centre solutions, today announced its status as a Microsoft Gold Partner. The flagship Genesys Customer Experience Platform is now certified for Skype for Business Server 2015, further strengthening the company’s collaboration with Microsoft and demonstrating the Genesys commitment to provide deeply integrated customer experience and unified communications solutions.
“Our collaboration with Microsoft continues to bring value to our customers as we jointly strengthen the integration of Skype for Business and the Genesys Customer Experience Platform,” said Steve Rutledge, Senior Vice President of Product Management and Marketing at Genesys. “Genesys has taken care of all integration challenges so that customers can leverage Skype channels as part of an omnichannel customer experience.”
The Skype for Business Certification Program is designed to offer Microsoft customers the added assurance of third-party solutions that have demonstrated a high quality experience and compatibility when deployed with Skype for Business. Only products that pass the specifications outlined in the Skype for Business Certification Program can be associated with this designation.
“We are pleased to see Genesys certify the Genesys Customer Experience Platform for Skype for Business Server 2015 and extend the communication experience for organisations to achieve more,” said Andrew Bybee, Principal GPM, Skype for Business.
A 2015 T3i Group study indicates that 79 percent of U.S. enterprises are deploying or planning to deploy Skype for Business, including telephony. Skype for Business applications are validated against specific test cases to ensure they meet the Microsoft quality bar, including core functionality, interoperability, performance, and scale within Skype for Business topologies—and to give customers peace of mind when deploying Skype for Business.
Enabling a True Omnichannel Customer Experience
As noted in a May 2015 announcement, Genesys is one of the first enterprise-class contact centre solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform. The importance of this fully integrated solution is in its ability to provide uninterrupted channel transitions, enabling customers and agents to move their interactions seamlessly between voice, video and instant message in Skype for Business to help enable a true omnichannel customer experience.
“Our customers are looking towards the next generation of customer service, with contact centre and unified communication solutions leading the way. The game is changing with combined solutions from Genesys and Microsoft, and our customers can now take advantage of the synergy between the most innovative platforms on the market today,” said Mike Fiorina, Microsoft Practice Director with Integration Partners, a national network and communication engineering services company.
Fiorina added, “With the native integration between the Genesys Customer Experience Platform and Skype for Business, our customers can now reach companies through multiple Skype modalities—voice, chat, or video—on any device, and agents can instantly find an available expert across the enterprise to bring into the conversation. This drives first contact resolution and high customer satisfaction.”
In addition to its recent dual certification of Genesys, Microsoft is in the process of deploying a cloud-based contact centre from Genesys for its own global contact centre, as announced in October 2015. Anticipated to be one of the world’s largest contact centre systems, it will extend the Skype for Business PBX, conferencing and messaging system already used daily by approximately 100,000 Microsoft employees globally.
Genesys will be an exhibitor at the Microsoft Ignite event for empowering IT professionals to take place September 26-30 in Atlanta. The company will offer live demonstrations of the Genesys Customer Experience Platform with Skype for Business integration in booth #2451 in the exhibition hall.
In turn, Microsoft is a platinum sponsor and main stage speaker at G-Force 2016. This annual Genesys marquee customer engagement event will be held in Miami’s iconic Fontainebleau Hotel from October 4-6. Register now to reserve your place and join the conversation on social media at #GFORCE16.
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create effortless omnichannel customer experiences, journeys, and relationships. For over 25 years, we have put the customer at the centre of all we do and passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries to orchestrate over 25 billion contact centre interactions per year in the cloud and on-premises. For more information visit www.genesys.com/uk.
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