Customer experience and contact centre solutions company, Genesys, has expanded its partnership with Microsoft to bring rich video support from Skype for Business to the Genesys Customer Experience Platform.
Additionally, Microsoft will deploy a Cloud-based contact centre from Genesys for its own global contact centre. The vendor anticipates it to be one of the world’s largest contact centre systems that will extend the Skype for Business PBX, conferencing and messaging system, currently used daily by approximately 100,000 Microsoft employees globally.
The companies have also launched the Multimedia Connector for Skype Business adapter, available in the Genesys AppFoundry, a new marketplace that aims to serve as a resource centre for Genesys customers to discover, research and connect with a range of customer experience applications.
“We are excited to deepen our partnership and showcase this innovation by collaborating with Microsoft on a global Cloud solution to bring next generation customer experiences to its customers,” said Genesys chief executive and president, Paul Segre.
Microsoft corporate vice president of Skype for Business, Zig Serafin, wants Genesys and Microsoft to share a joint vision to "connect users in more personal ways."
"We believe Genesys is a leader in the contact centre space and together we will transform the way customers engage using any Skype end-point, both inside and outside the business using chat, voice and video."