Customer experience and call centre solutions provider Genesys has integrated with Skype for Business.
The company says the move will result in customer engagement, contact centre and unified communication solutions from a single tool - the Genesys Customer Experience Platform.
Microsoft unveiled Skype for Business - the next version of Lync with a new client experience, new server release, and updates to the service in Office 365 - last year. With the release of Skype for Business, Microsoft brought together the familiar experience of Skype with the security, compliance and control users came to expect from Lync.
Genesys says it is one of the first contact centre solution 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 organisations to engage through video, voice and instant message, as well as transfer between these channels, without interruption.
The solution connects the customer with the best agent or subject matter expert in any department and location, says Genesys.
"Leading organisations 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. With Genesys and Skype for Business, organisations can easily achieve this ideal at any scale," says Paul Segre, president and CEO of Genesys.
"The new solution gives organisations the ability to take their business results to new levels, improving sales, building better brand loyalty and lowering costs."
The integrated solution provides organisations 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 company explains. The solution operates at any scale serving both small to medium organisations and global enterprises.
"In today's consumer-driven digital age, businesses need to be more focused than ever on the customer experience," says Zig Serafin, corporate vice-president, Skype Business Services at Microsoft.
"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."
The integrated solution will be available in July.
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