Genesys Extends Best-in-class Contact Center Routing to Support Microsoft Lync

  Genesys Extends Best-in-class Contact Center Routing to Support Microsoft

Joint integration brings powerful communications and customer service
capabilities across the enterprise

Business Wire

DALY CITY, Calif. -- January 9, 2013

Genesys, a leading provider of customer service solutions, today announced
that it has integrated Microsoft Lync with its industry leading customer
service platform. The integration of Microsoft Lync and Genesys creates a
combined voice platform, enabling companies to unify Contact Center
interactions and Enterprise Communications. By incorporating Genesys’ industry
leading skills-based routing, reporting and multi-channel customer service
capabilities, the joint solution will deliver voice and instant messaging (IM)
interactions originating from any Lync enterprise device to agents.

News Facts:

  *Microsoft Lync is a unified communications (UC) platform used by
    organizations of all sizes for communications. Through the Lync
    integration, Genesys will now help companies consolidate their enterprise
    communications (external and internal) and contact center into one
    combined solution – without the need for expensive PBX hardware.
    Ultimately, Genesys and Lync will improve first call resolution by finding
    the right available resource, at the right time, via enterprise-wide
    directory search and ad-hoc conferencing.
  *Microsoft Lync provides several levels of functionality that are
    particularly effective for use in conjunction with Genesys’ SIP Server and
    Customer Interaction Management platform, such as real-time user status
    (available, busy, out of office, etc), and enabling companies to route
    calls to available agents wherever they may be stationed. As a result,
    organizations using both remote agents and contact center employees can
    better direct enquiries based upon the status of any given agent while
    increasing efficiency of service.
  *Through a rigorous testing process, Genesys has met the requirements of
    the Lync ISV Qualification Program, which is designed to ensure that
    qualified applications meet customer expectations for specific scenarios.

Supporting Quotes:

“The integration of Genesys SIP Server with Microsoft Lync Enterprise Voice
empowers Contact Center agents to enjoy the rich collaboration and multimedia
capabilities offered by Lync when communicating with their peers, while also
extending these capabilities out to their customers,” said Merijn Te Booij,
Vice President of Products and Strategy, Genesys. “The advantages of running
the same Unified Communication platform in the contact center and the wider
enterprise are obvious but compelling: enhancing collaboration throughout the
business to efficiently and cost-effectively deliver the best outcomes for
customer service.”

“Tearing down the walls and extending the advantages of unified communications
into the realm of customer service makes organizations fully connected to key
stakeholders and customers that have traditionally been on the outside looking
in.” said Jon Morrow Sr. Program Manager Partner Engineering, Microsoft Lync.

Additional Information:

Microsoft Qualified Lync Applications for the Contact Center

About Genesys:

Genesys is the world’s leading provider of customer service and contact center
software and services —with a 100% focus on customer experience and mission to
save the world from bad customer service. With more than 2,000 customers in 80
countries, Genesys is uniquely positioned to help companies bring their
people, insights and customer channels together to drive today’s new customer
conversation. Genesys software directs more than 100 million interactions
every day from the contact center to the back office, helping companies
deliver fast, simple service and a highly personalized cross-channel customer
experience. Genesys software also optimizes processes and the performance of
customer-facing employees across the enterprise.

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Dominic Weeks, 617-779-1800
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