Genesys Integrates Skype on Customer Experience Platform

Genesys announced that it has integrated Skype for Business to deliver customer engagement, contact center and unified communication solutions on the Genesys Customer Experience Platform. The solution will be available in July.

Genesys is one of the first enterprise-class contact center solutions providers to achieve a native integration with Skype for Business using the unified communications managed API, part of the Skype developer platform. This integration enables customers and organizations to seamlessly engage through video, voice and instant message as well as transfer between these channels without interruption.

Combined with the recent announcement of the Genesys omnichannel journey management capabilities, Genesys and Skype for Business customers can now deliver orchestrated customer engagement to every customer interaction and journey. The solution connects the customer with the best agent or subject matter expert in any department and location. Customer-centricity with personalized one-to-one engagement is now a practical reality for organizations of all sizes in the contact center or across the entire organization.

“Leading organizations 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,” said Paul Segre, president and CEO, Genesys, in a statement. “With Genesys and Skype for Business, organizations can easily achieve this ideal at any scale. The new solution gives organizations the ability to take their business results to new levels, improving sales, building better brand loyalty and lowering costs.”

The integrated solution provides organizations with a converged communications infrastructure over which to route any interaction in any channel or to switch seamlessly between channels while capturing comprehensive analytics. The solution operates at any scale serving both small to medium organizations and global enterprises.

New capabilities include:

  • Rich interactive multimedia capabilities: Allow customers to engage more personally with agents and to gain access to subject matter experts across the organization.
  • Seamless, uninterrupted channel transitions: Enable customers and agents to move their interactions seamlessly between voice, video and IM in Skype for Business.
  • Enhanced Genesys omnichannel desktop with Skype for Business: Gives agents and supervisors the ability to collaborate within their organization or to engage with customers through the same desktop application over any channel.
  • Seamless journey orchestration: Now includes the orchestration of interactions with anyone present and available via the Skype for Business infrastructure over any channel.
  • Enhanced Reporting for contact center operations: 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, Microsoft in a statement. “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 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, in a statement. “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.”

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