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Daly City, CA, United States, 2013/12/20 - Genesys Brings Rich, Multi-Channel Customer Experience to Lync Customers by Unifying Contact Center Interactions and Enterprise Communications - GenesysLab.com.
Genesys, a leading provider of customer experience and contact center solutions, today announced that it has achieved Microsoft Lync 2013 qualification. The Microsoft Lync Independent Software Vendor (ISV) qualification program is designed to help ensure that qualified applications from Microsoft Partners meet customer expectations for specific scenarios. With third party testing, the program defines specific requirements for interoperability with Lync Server, installation, set-up and configuration, documentation, and support. With the latest Lync 2013 qualification, Genesys continues to enable Lync customers to unify their contact center interactions and enterprise unified communications.
Companies select Genesys and Microsoft Lync to leverage the combination of best-of-breed contact center and unified communications solutions, rather than closed proprietary hardware-based solutions. By incorporating multi-channel customer experiences and contact center capabilities from Genesys, Lync customers can seamlessly deliver voice and instant messaging (IM) interactions to both their customer service agents and back office employees.
“With qualification for Lync 2013, Genesys extends Lync into multi-channel contact center customer service,” says Dan Benedict, Program Manager Lync ISV Qualification Program, Microsoft. “Organizations can now benefit from Genesys customer service solutions integrated with Lync 2013 as their voice platform in contact centers and across the enterprise.”
Genesys integrates the real-time presence and availability status of all Lync users, which enables companies to route calls coming into the contact center to any available employee wherever they may be located - in stores, branch offices, home offices, outsource partners, or any other location. As a result, organizations using both remote employees and contact center agents are able to track the availability of an employee resource beyond the contact center and better direct enquiries based upon the status of any given resource to increase efficiency of service.
“The integration of Genesys and Microsoft Lync has already brought unprecedented rich collaboration and multimedia experiences to contact center agents and non-contact center employees,” said Merijn Te Booij, Executive Vice President of Products and Strategy, Genesys. “We are proud of being one of the first to achieve qualification on the new Microsoft Lync 2013.”
Recently, Genesys announced that it is a Silver Sponsor at the upcoming Lync Conference 2014 on February 18, 2014, in Las Vegas, and will be demonstrating the solution at the event.
Genesys (genesyslab.com) is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.