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| Source: Genesys. |
“Leading organisations know that engaging their customers with the right expert no matter where they sit is ideal, but in the past some have viewed it as impractical. With Genesys and Skype for Business, organisations can easily achieve this ideal at any scale,” said Bruce Eidsvik, Managing Director, APAC, Genesys. “The new solution gives organisations the ability to take their business results to new levels, improving sales, building better brand loyalty and lowering costs.”
New capabilities include:
§ Interactive multimedia capabilities that allow customers to engage more personally with agents and to gain access to subject matter experts across the organisation.
§ Uninterrupted channel transitions enable customers and agents to move their interactions seamlessly between voice, video and instant messaging (IM) in Skype for Business.
§ Enhanced Genesys Omnichannel Desktop with Skype for Business integration gives agents and supervisors the ability to collaborate within their organisation or to engage with customers through the same desktop application over any channel.
§ Enhanced reporting for contact centre operations for all interactions fielded by Skype for Business users regardless of device, channel or endpoint used.
“In today’s consumer driven digital age, businesses need to be more focused than ever on the customer experience,” said Zig Serafin, Corporate Vice-President, Skype Business Services at Microsoft. “By integrating its solutions with Skype for Business, Genesys gives businesses of all sizes the ability to provide a truly exceptional customer experience across all customer engagements.”
“In leveraging the core Unified Communications Managed API (UCMA) capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-adding collaboration and customer engagement for companies of all sizes,” said CX industry expert Don Van Doren, Principal Consultant at UniComm Consulting and President of Vanguard Communications. “By providing these new capabilities in a single software stack and integrated agent experience, Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.”
The Next Generation Genesys Customer Experience Platform with Skype for Business integration will be available in July 2015.
Want to know more?
View the associated video.
New capabilities include:
§ Interactive multimedia capabilities that allow customers to engage more personally with agents and to gain access to subject matter experts across the organisation.
§ Uninterrupted channel transitions enable customers and agents to move their interactions seamlessly between voice, video and instant messaging (IM) in Skype for Business.
§ Enhanced Genesys Omnichannel Desktop with Skype for Business integration gives agents and supervisors the ability to collaborate within their organisation or to engage with customers through the same desktop application over any channel.
§ Enhanced reporting for contact centre operations for all interactions fielded by Skype for Business users regardless of device, channel or endpoint used.
“In today’s consumer driven digital age, businesses need to be more focused than ever on the customer experience,” said Zig Serafin, Corporate Vice-President, Skype Business Services at Microsoft. “By integrating its solutions with Skype for Business, Genesys gives businesses of all sizes the ability to provide a truly exceptional customer experience across all customer engagements.”
“In leveraging the core Unified Communications Managed API (UCMA) capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-adding collaboration and customer engagement for companies of all sizes,” said CX industry expert Don Van Doren, Principal Consultant at UniComm Consulting and President of Vanguard Communications. “By providing these new capabilities in a single software stack and integrated agent experience, Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.”
The Next Generation Genesys Customer Experience Platform with Skype for Business integration will be available in July 2015.
Want to know more?
View the associated video.
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