Genesys has formed an alliance with Zendesk to integrate the Genesys cloud contact center solution with the Zendesk customer service platform.
The Genesys integration enhances the ability of companies to manage their customer support channels seamlessly in a single user experience. Through the integration, customers will gain advanced self-service and assisted voice channel capabilities within Zendesk.
With Genesys, customers will experience contextual self-service options and when requiring human-assistance, the call will be routed to the best-skilled Zendesk agent, eliminating transfers and improving the overall customer experience.
The development relationship spans all of the Genesys Customer Experience Platform editions. The initial deep integration to the Genesys Premier Edition – Virtual Contact Center allows customers to quickly deploy and manage a contact center or help desk in the cloud with voice interactions routed directly to the optimal customer support employees using the Zendesk console.
"Nothing matters more in the contact center than customer relationships,” said Bill Macaitis, chief marketing officer, Zendesk, in a statement. “Zendesk builds a beautifully simple customer service platform that brings companies and customers closer together. Working together with Genesys, we’re able to deliver advanced voice capabilities for companies of all sizes that enable them to focus on helping customers, not integrating technology.”
The integrated solution is currently available in North America, as well as the U.K. with more global integrations to come.