Genesys, a global leader in cloud customer experience and contact center solutions, has expanded its Microsoft partnership with a new, native integration. Microsoft Teams and Genesys Cloud™, the all-in-one solution and one of the world’s leading public cloud contact center platforms, are now fully integrated, giving employees a more connected, intuitive and productive experience. As a result, contact center agents can collaborate with any employee using Teams so they can resolve customer issues faster and deliver better service.
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Genesys Cloud and Teams make collaboration easy for contact centers
Today, contact center employees work in several different systems across multiple devices, constantly toggling back and forth. This adds inefficiency and friction, stifling collaboration efforts and making it more time consuming and cumbersome to serve customers. Together, the integrated solutions address these challenges and enable employees to call Teams users throughout their organization, all from within Genesys Cloud.
The integration provides organizations like Western Governors University with an end-to-end solution that makes employees’ jobs easier and improves the customer experience.
“Deploying Genesys Cloud has already made it simpler for our employees to work with students,” said Adam Davis, director of operations, Western Governors University. “The new integration with Microsoft Teams allows our student care teams to connect with one another and share knowledge so they can efficiently support our students’ needs.”
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