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Genesys announces native integration with Microsoft Teams

Wed 22 Jul 2020
FYI, this story is more than a year old

Genesys has today announced a widespread expansion of its relationship with Microsoft, introducing new native integration between Genesys Cloud and Microsoft Teams.

The combined solutions result in a streamlined experience, where contact centre agents can collaborate with any other employee using Teams.

The integration allows employees to contact Teams users throughout the organisation from within the Genesys Cloud, and eliminates inefficient toggling back and forth between different systems with its all-in-one combined solution.

“We are thrilled to add yet another element to our long-standing partnership with Microsoft, which marks an important step forward in helping our customers deliver on the promise of Experience as a Service,” says Genesys Cloud executive vice president and general manager Olivier Jouve.

“With more than 75 million daily active users, Microsoft Teams is a predominant unified communications and productivity tool for thousands of enterprise organisations. 

“By integrating our platform with Teams, employees can draw upon expertise from anywhere in the organisation so they can provide experiences tailored for every customer.”

The integration features directory, search and presence features, used to find the appropriate Teams user. This can be organised by expertise, meaning the right person can be easily discerned for the right situation – all from within the Genesys Cloud desktop.

Microsoft 365 director of ecosystem marketing Mike Ammerlaan says the integration announced today is indicative of the renewed importance of quality customer experience (CX) – especially in call centres.

“More organisations recognise that employees throughout the business contribute to outstanding customer experiences – not just those in the contact centre,” says Ammerlaan. 

“The Genesys Cloud and Microsoft Teams integration helps ensure employees are equipped with the right tools to collaborate with colleagues across the enterprise while benefitting from features like advanced routing, call recording and interaction analytics to deliver consistent service.”

Today’s announcement from Genesys is not the only new integration with the Microsoft remote collaboration tool to be unveiled recently.

Last week OpenText announced its own expansion of its partnership with Microsoft with an integration of its Content Services solution and Teams, which let users surface Teams content in context of relevant business processes across the enterprise, creating links with line-of-business systems and applications such as Salesforce, SAP, or Oracle.   

“Microsoft Teams has become critical infrastructure for organisations that have rapidly moved to remote work,” says OpenText chief marketing officer Lou Blatt.

“As more work moves to digital collaboration environments, integrating Enterprise Content Services into Teams makes it easier to access relevant documents while maintaining information governance and compliance policies.

“With this integration, we are providing customers with our industry-leading content collaboration within Teams.”

The collaboration between OpenText and Microsoft can be delivered off-cloud, hybrid cloud, or as a managed service on Microsoft Azure.

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