• January 9, 2013

Genesys Extends Contact Center Routing to Support Microsoft Lync

Genesys, a provider of customer service solutions, has integrated Microsoft Lync with its  customer service platform, creating  a combined voice platform that enables companies to unify contact center interactions and enterprise communications. 

By incorporating Genesys' skills-based routing, reporting and multichannel customer service capabilities, the joint solution will deliver voice and instant messaging  interactions originating from any Lync enterprise device to agents.

Through the Lync integration, Genesys will now help companies consolidate their enterprise communications (external and internal) and contact center into one combined solution without the need for expensive PBX hardware. Ultimately, Genesys and Lync will improve first call resolution by finding the right available resource, at the right time, via enterprise-wide directory search and ad-hoc conferencing.

Microsoft Lync provides several levels of functionality that are particularly effective for use in conjunction with Genesys' SIP Server and Customer Interaction Management platform, such as real-time user status (available, busy, out of office, etc), and enabling companies to route calls to available agents wherever they might be stationed. As a result, organizations using both remote agents and contact center employees can better direct enquiries based on the status of any given agent while increasing efficiency of service.

Through a rigorous testing process, Genesys has met the requirements of the Lync ISV Qualification Program, which is designed to ensure that qualified applications meet customer expectations for specific scenarios.

"The integration of Genesys SIP Server with Microsoft Lync Enterprise Voice empowers contact center agents to enjoy the rich collaboration and multimedia capabilities offered by Lync when communicating with their peers, while also extending these capabilities out to their customers," said Merijn Te Booij, vice president of products and strategy at Genesys, in a statement. "The advantages of running the same unified communication platform in the contact center and the wider enterprise are obvious but compelling: enhancing collaboration throughout the business to efficiently and cost-effectively deliver the best outcomes for customer service."

"Tearing down the walls and extending the advantages of unified communications into the realm of customer service makes organizations fully connected to key stakeholders and customers that have traditionally been on the outside looking in," said Jon Morrow, senior program manager of partner engineering for Microsoft Lync, in the statement. 

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