{"id":329825,"date":"2020-07-28T00:57:54","date_gmt":"2020-07-28T07:57:54","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=329825"},"modified":"2020-07-28T10:04:01","modified_gmt":"2020-07-28T17:04:01","slug":"new-genesys-cloud-integration-with-microsoft-teams-drives-productivity-and-collaboration","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/new-genesys-cloud-integration-with-microsoft-teams-drives-productivity-and-collaboration","title":{"rendered":"New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration"},"content":{"rendered":"

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New Genesys Cloud Integration with Microsoft Teams Drives <\/strong>Productivity and Collaboration <\/strong><\/h2>\n

Genesys deepens partnership with Microsoft to help enterprise contact centers improve employee and customer experiences <\/em><\/h4>\n

\u00a0<\/em><\/p>\n

Frimley, UK <\/strong>\u2014 July 27, 2020 <\/strong>\u2014 Genesys<\/a>\u00ae<\/u>, a global leader in cloud customer experience<\/a> and contact centre solutions<\/a>, has expanded its Microsoft partnership with a new, native integration. Microsoft Teams and Genesys Cloud\u2122, the all-in-one solution and one of the world\u2019s leading public cloud contact center platforms, are now fully integrated, giving employees a more connected, intuitive and productive experience. As a result, contact center agents can collaborate with any employee using Teams so they can resolve customer issues faster and deliver better service.<\/p>\n

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Genesys Cloud and Teams\u00a0make collaboration easy for contact centers<\/strong><\/p>\n

Today, contact center employees work in several different systems across multiple devices, constantly toggling back and forth. This adds inefficiency and friction, stifling collaboration efforts and making it more time consuming and cumbersome to serve customers. Together, the integrated solutions address these challenges and enable employees to call Teams users throughout their organisation, all from within Genesys Cloud.<\/p>\n

The integration provides organisations like Western Governors University<\/strong> with an end-to-end solution that makes employees\u2019 jobs easier and improves the customer experience.<\/p>\n

\u201cDeploying Genesys Cloud has already made it simpler for our employees to work with students,\u201d said Adam Davis, director of operations, Western Governors University<\/a>. \u201cThe new integration with Microsoft Teams allows our student care teams to connect with one another and share knowledge so they can efficiently support our students\u2019 needs.\u201d<\/p>\n

 <\/p>\n

Bridging the gap between the front and back office<\/strong><\/p>\n

When agents need to consult with a subject matter expert outside of the contact center, they can use the integrated directory, search and presence features to find the Teams user with the right expertise from within their Genesys Cloud desktop. They can determine availability and collaborate in real time with a single click.<\/p>\n

For example, if a customer asks a question about a loan for a new vacation home while on a support call, an agent can quickly find an available mortgage specialist to help address the issue during the interaction. This facilitates teamwork, knowledge sharing and results in faster resolution for customers.<\/p>\n

\u201cWe are thrilled to add yet another element to our long-standing partnership<\/a> with Microsoft, which marks an important step forward in helping our customers deliver on the promise of Experience as a Service,\u201d said Olivier Jouve, executive vice president and general manager, Genesys Cloud. \u201cWith more than 75 million daily active users, Microsoft Teams is a predominant unified communications and productivity tool for thousands of enterprise organisations. By integrating our platform with Teams, employees can draw upon expertise from anywhere in the organisation so they can provide experiences tailored for every customer.\u201d<\/p>\n

Mike\u00a0Ammerlaan, Director of Microsoft 365 Ecosystem marketing at Microsoft said, \u201cMore organisations recognise that employees throughout the business contribute to outstanding customer experiences \u2013 not just those in the contact center. The Genesys Cloud and Microsoft Teams integration helps ensure employees are equipped with the right tools to collaborate with colleagues across the enterprise while benefitting from features like advanced routing, call recording and interaction analytics to deliver consistent service.\u201d<\/p>\n

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Learn more about the Genesys Cloud and Teams integration.<\/a><\/p>\n

 <\/p>\n

About Genesys<\/strong><\/p>\n

Every year,\u00a0Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries.\u00a0Through the power\u00a0of\u00a0the cloud\u00a0and AI,\u00a0our technology\u00a0connects\u00a0every customer moment\u00a0across\u00a0marketing,\u00a0sales\u00a0and\u00a0service on any channel,\u00a0while also improving employee experiences.\u00a0Genesys\u00a0pioneered Experience as a\u00a0ServiceSM<\/sup>\u00a0so organisations of any size can provide true personalisation at scale,\u00a0interact with empathy, and\u00a0foster customer trust\u00a0and\u00a0loyalty. This is\u00a0enabled\u00a0by\u00a0Genesys CloudTM<\/sup>, an all-in-one solution and the\u202fworld\u2019s leading public cloud contact center platform,\u202fdesigned for rapid innovation, scalability and flexibility. Visit www.genesys.com<\/a>.<\/p>\n

 <\/p>\n

\u00a92020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/em><\/p>\n

 <\/p>\n

Contact<\/strong>:<\/p>\n

Janne Virtanen
\nSenior Public Relations Manager – EMEA
\nTel.: +44 7408 885 099<\/p>\n

janne.virtanen@genesys.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][\/vc_section][vc_row][vc_column][vc_column_text] New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration Genesys deepens partnership with Microsoft to help enterprise contact centers improve employee and customer experiences \u00a0 Frimley, UK \u2014 July 27, 2020 \u2014 Genesys\u00ae, a global leader in cloud customer experience and contact centre solutions, has expanded its Microsoft […]<\/p>\n","protected":false},"author":818,"featured_media":0,"template":"","class_list":["post-329825","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"","utm_pass":false,"disable_chat":false,"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_image":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_image":false,"meta_facebook_title":"","meta_facebook_description":""},"news_date":"","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/329825","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/818"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/329825\/revisions"}],"predecessor-version":[{"id":329829,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/329825\/revisions\/329829"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=329825"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}