Workforce Optimization Software Featured Article

Genesys 'Ignites' Omnichannel with Office 365 Integration

September 27, 2017
By Maurice Nagle - Web Editor

In terms of workforce optimization, ensuring the customer service team is on the same page can prove quite the daunting task. Innovation, however, is providing solutions capable of breaking down siloes, and streamlining the struggle that is the delivery of exceptional customer service in an omnichannel environment.

Joining the bevy of announcements coming from Microsoft (News - Alert) Ignite, Genesys unveiled that its Customer Experience Platform is now available for Microsoft Office 365. The newly announced integration coupled with certified Skype for Business Server support means customers make the most of current IT infrastructure investments, and gain more flexible path to the cloud, while giving customer service a boost.

Integration is a vital component in the provision of stellar customer service, and as many companies make the move away from the PBX (News - Alert) toward unified, cloud communications the integration of robust contact center capability has been a struggle, to say the least. With PureEngage and PureCloud by Genesys (News - Alert) now supporting Office 365, businesses can quickly boost contact center operations, across all channels.

Benefits coming as a result of the Office 365 integration includes: omnichannel customer engagement across Skype for Business channels in addition to Web, social, SMS and email. Access to a robust suite of workforce optimization tools, and increased agent collaboration will translate to an improved first call resolution rate. Due to Office 365’s virtual nature, there are no geographic limitations to accessing the Genesys Customer Experience Platform. And, reduced complexity in admin, install and support functions lower the price tag (News - Alert) for implementation and maintenance.

"We seek to align ourselves with other innovative companies around the world, like Microsoft, that believe in the value of delivering great customer experiences," said Merijn te Booij (News - Alert), chief marketing officer of Genesys. "In a move that's sure to benefit our joint customers even further, we've deepened our alliance once again. This new native integration between the Genesys Customer Experience Platform and both Microsoft Office 365 and Skype for Business Server helps organizations provide more seamless, consistent and contextual customer journeys."

The reality of omnichannel customer service is there are no points for second place. The ability to deliver on customer expectations is paramount, as every step on the customer journey could be a customer’s last.

Does your company deliver true omnichannel customer service?

Edited by Mandi Nowitz

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