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Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification

  Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification

 Genesys Brings Rich, Multi-Channel Customer Experience to Lync Customers by
      Unifying Contact Center Interactions and Enterprise Communications

Lync Conference 2014

Business Wire

DALY CITY, Calif. -- December 20, 2013

Genesys (, a leading provider of customer experience and
contact center solutions, today announced that it has achieved Microsoft Lync
2013 qualification. The Microsoft Lync Independent Software Vendor (ISV)
qualification program is designed to help ensure that qualified applications
from Microsoft Partners meet customer expectations for specific scenarios.
With third party testing, the program defines specific requirements for
interoperability with Lync Server, installation, set-up and configuration,
documentation, and support. With the latest Lync 2013 qualification, Genesys
continues to enable Lync customers to unify their contact center interactions
and enterprise unified communications.

Companies select Genesys and Microsoft Lync to leverage the combination of
best-of-breed contact center and unified communications solutions, rather than
closed proprietary hardware-based solutions. By incorporating multi-channel
customer experiences and contact center capabilities from Genesys, Lync
customers can seamlessly deliver voice and instant messaging (IM) interactions
to both their customer service agents and back office employees.

“With qualification for Lync 2013, Genesys extends Lync into multi-channel
contact center customer service,” says Dan Benedict, Program Manager Lync ISV
Qualification Program, Microsoft. “Organizations can now benefit from Genesys
customer service solutions integrated with Lync 2013 as their voice platform
in contact centers and across the enterprise.”

Genesys integrates the real-time presence and availability status of all Lync
users, which enables companies to route calls coming into the contact center
to any available employee wherever they may be located - in stores, branch
offices, home offices, outsource partners, or any other location. As a result,
organizations using both remote employees and contact center agents are able
to track the availability of an employee resource beyond the contact center
and better direct enquiries based upon the status of any given resource to
increase efficiency of service.

“The integration of Genesys and Microsoft Lync has already brought
unprecedented rich collaboration and multimedia experiences to contact center
agents and non-contact center employees,” said Merijn Te Booij, Executive Vice
President of Products and Strategy, Genesys. “We are proud of being one of the
first to achieve qualification on the new Microsoft Lync 2013.”

Recently, Genesys announced that it is a Silver Sponsor at the upcoming Lync
Conference 2014 on February 18, 2014, in Las Vegas, and will be demonstrating
the solution at the event.

About Genesys

Genesys is a leading provider of multi-channel customer experience and contact
center solutions. With over 3,500 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day across
the contact center and back office. Genesys helps customers power optimal
customer experiences that deliver consistent, seamless and personalized
experiences across all touchpoints, channels and interactions.


Jacob Rice, 415-290-8028
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