Genesys deepens partnership with Microsoft to help enterprises improve productivity

Genesys®, a provider of cloud customer experience and contact center solutions, recently announced the expansion of its collaboration with Microsoft to achieve a natural integration of the two companies' systems. Genesys Cloud™, the world's leading public cloud contact center platform and integrated solution, is now highly integrated with Microsoft Teams, providing corporate employees with a smoother, more intuitive and efficient user experience. Contact center agents can collaborate with any colleague using Microsoft Teams at any time to solve customer problems faster and deliver a better customer experience.

Genesys Cloud and Teams integration makes it easier for contact centre employees to collaborate

Today, contact center employees need to deal with multiple devices and multiple systems, constantly switching back and forth. This leads to low employee efficiency, hinders the smooth development of employee collaboration, and makes customer service work time-consuming and laborious. The integrated solution effectively solves these challenges, and employees can call Teams users within the enterprise directly on the Genesys Cloud platform.

This integration provides organizations like Western Governors University with an end-to-end solution that makes employees’ work more efficient and convenient while also improving the customer experience.

“The deployment of Genesys Cloud has made it easier for our staff to serve our students,” said Adam Davis, director of operations at Western Governors University. “The integration of Genesys Cloud with Microsoft Teams helps our student services team stay connected and share knowledge, which helps us meet the needs of our students more efficiently.”

Eliminate barriers between front-end and back-end

When agents consult with external experts in the contact centre, they can use the integrated directory, search and display capabilities to find Teams users with expertise directly in the Genesys Cloud desktop. With just one click, agents can see which experts are available and start collaborating in real time.

For example, when a customer calls with questions about a loan for a new vacation home, the agent can quickly connect with a currently available mortgage expert to resolve the customer's issue. This feature helps promote team collaboration, knowledge sharing, and faster delivery of the answers customers need.

“We are excited to see this latest addition to our long-standing partnership with Microsoft, which is important to our commitment to helping businesses deliver experience as a service,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud. “With more than 75 million daily active users, Microsoft Teams is the unified communications and productivity tool used by hundreds of thousands of businesses and organizations. The integration of Teams with the Genesys Cloud platform will allow agents to leverage the expertise of other employees across the organization to create tailored service experiences for customers.”

“More and more organizations are realizing that creating great customer experiences requires leveraging the knowledge and skills of employees across the entire organization, not just in the contact center,” said Mike Ammerlaan, director of Microsoft 365 ecosystem marketing. “The integration of Genesys Cloud and Microsoft Teams gives employees advanced tools to collaborate with other colleagues, while leveraging Genesys’ advanced routing, call recording and interaction analytics to help them create a consistent customer experience.”