Genesys and Microsoft Expand Relationship to Deliver World-Class Customer Experience

PRESS RELEASE: Genesys together with Microsoft in a keynote address at G-Force 2015 this week, announced a deeper relationship to bring rich video support from Skype for Business to the Genesys Customer Experience Platform to further transform and personalise customer experience.

Genesys President and CEO Paul Segre and Zig Serafin, Corporate Vice President of Skype for Business at Microsoft, detailed the vision of natively integrated solutions and looked forward to the possibilities of Skype for Business in the cloud.

Additionally, in a move further strengthening its long-standing relationship with Genesys, Microsoft is in the process of deploying a cloud-based contact centre from Genesys for its own global contact centre, which is anticipated to be one of the world’s largest contact centre systems that will extend the Skype for Business PBX, conferencing and messaging system already used daily by approximately 100,000 Microsoft employees globally.

“Genesys and Microsoft share a joint vision to connect users in more personal ways,” said Zig Serafin, Corporate Vice President of Skype for Business at Microsoft. “We believe Genesys is a leader in the contact centre space and together we will transform the way customers engage using any Skype end-point, both inside and outside the business using chat, voice and video.”

The companies also announced that the Multimedia Connector for Skype for Business adapter is available in the Genesys AppFoundry, a newly available marketplace focused on customer experience solutions. The AppFoundry, also announced at G-Force 2015 this week, will serve as a resource centre for Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique needs.

“Skype for Business is revolutionising the omnichannel communications productivity market. Genesys is revolutionising the omnichannel customer experience market. Together, we are building solutions unmatched in the market,” said Paul Segre, President and CEO of Genesys. “We are excited to deepen our partnership and showcase this innovation by collaborating with Microsoft on a global cloud solution to bring next generation customer experiences to its customers.”

Announced in May 2015, the integration of Skype for Business with the Genesys Customer Experience Platform enables customers and companies to seamlessly engage through video, voice and instant messaging. Genesys and Skype for Business customers can now deliver orchestrated customer engagement to each and every customer interaction and journey, connecting the customer with the best agent or subject matter expert in any department and location. Customer centricity with personalised one-to-one engagement is now a practical reality for organisations of all sizes in the contact centre or across the entire organisation.