As unified communications becomes more popular, companies are rushing to make their technology compatible. Genesys, a provider of customer service solutions, said its technology is finally compatible with Microsoft Lync.
Microsoft Lync is an instant messaging client that can be used over the Microsoft Lync Server or through Microsoft’s online productivity suite, Office 365. Although the program is geared towards the corporate world, the ability to message someone is available to all users. Genesys plans to take its voice platform and integrate that with Lync, allowing users to unify their contact center interactions and enterprise communications.
“By incorporating Genesys’ industry leading skills based routing, reporting, and multi-channel customer service capabilities, the joint solution will deliver voice and instant messaging interactions originating from any Lync enterprise device to agents,” Genesys said in a statement.
Merijn Te Booij, vice president of products and strategy, Genesys, said merging Genesys technology and Microsoft Lync together, allows for the ultimate communication system. “[It allows] 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 Booji.
“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 effectively deliver the best outcomes for customer service.”
Together, the two companies will be able to consolidate their enterprise communications and contact center into one solution, eliminate the need for expensive PBX hardware, provide several levels of functionality such as real-time user status and re-routing calls, and offer employees a way to direct inquiries based on whose available.
Jon Morrow Sr., program manager partner engineering, Microsoft Lync, said coming together will change everything. “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 traditionally been on the outside looking in,” said Morrow.
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