SAN FRANCISCO, May 19, 2020 /PRNewswire/ -- Genesys®, the
global leader in cloud customer experience and contact center
solutions, announced it is partnering with Zoom Video
Communications, Inc. (NASDAQ:ZM) to make it easier for teams to
work together more efficiently. New integrations for Genesys Cloud™
with Zoom Phone and Zoom Meetings enable organizations to power
their entire enterprise communications strategy and improve
collaboration across the business. Genesys is the first partner to
provide integrations to both Zoom solutions.
Organizations gain added flexibility and control as a result of
the secure public cloud contact center platform from Genesys
combined with Zoom's video-first business calling and meeting
solutions. Easy to configure with little IT support, the
integrations provide a single unified interface so employees can
easily access both industry leading cloud solutions, work more
productively and provide better customer service.
Genesys and Zoom customers, Company Nurse and Sentinel
Benefits and Financial Group, anticipate benefits for their
organizations as a result of the integrations.
Henry Svendblad, chief technology
officer for Company Nurse, the premier nurse triage and injury
reporting service for workplace injuries, said, "Zoom and Genesys
are making it simpler for businesses like ours to get the most out
of their cloud contact center and communications solutions. Our
employees already use both solutions today, and a closer
integration means they'll be able to work together easier, such as
initiating a Zoom video meeting from within their Genesys Cloud
instance. As we expand our tele-triage capabilities, we are
excited to be one of the first to take advantage of these new
features."
Douglas Walker, vice president
and director of Infrastructure Services at Sentinel, a leading
provider of financial planning and investment products and
solutions, said, "Our employees are constantly flipping from one
application to another to communicate and collaborate. Integrating
the solutions will give our call center agents the ability to use
all Genesys Cloud features while connecting more easily with
the rest of the company that uses Zoom technology. We believe this
will help us resolve customer issues faster and on the first
contact."
Integration Highlights
- Genesys Cloud customers can choose Zoom Phone as their voice
carrier for the contact center. This allows them to take advantage
of Zoom's robust PBX functionality along with Genesys Cloud's
industry-leading contact center capabilities including artificial
intelligence-powered automation and self-service, support for voice
and digital channels and more.
- Employees using Genesys Cloud can leverage the unified
directory and presence lookup to connect directly with Zoom Phone
users from any department to address customer needs
faster. For example, while on the phone with a customer about
a billing issue, an employee can use Zoom's directory from within
Genesys Cloud to quickly find the right team member and check
availability for a consultation.
- Users can realize greater efficiencies, including click-to-call
dialing and seamless transfers between Genesys Cloud and Zoom
Phone.
- All employees can collaborate with colleagues quickly via Zoom
Meetings without ever leaving Genesys Cloud. This eliminates the
need to toggle between systems or search different directories to
contact their peers and provides seamless internal video
communication across the organization.
- Customer-facing, administrative and operational employees can
simultaneously use voice and video to make internal collaboration
easier. Genesys Cloud users can also take advantage of Zoom
recording and screen share.
"By bringing Zoom and Genesys Cloud capabilities into a unified
experience, we're setting a new standard for employee and consumer
communication and collaboration," said Eric Yuan, founder and chief executive officer
of Zoom. "Businesses can build stronger customer connections
using our robust video-first collaboration solution along with the
advanced call routing, analytics and workforce engagement
management of Genesys Cloud."
"Now more than ever, consumers want to know they're understood
while getting the help they need quickly," said Tony Bates, chief executive officer, Genesys.
"Meeting and exceeding these expectations requires employees to
have access to the right tools and resources. That's what we're
enabling with the combination of Zoom and Genesys Cloud. Together,
we're helping organizations differentiate through unique and
intelligent customer and employee experiences."
To accelerate adoption, the companies are engaging in a joint
go-to-market strategy. Full availability for the integrations is
expected during the second quarter of 2020. To learn more, attend
the webinar titled, Genesys + Zoom: Seamless cloud communications
for great customer experiences.
About Genesys
Every year, Genesys® delivers more
than 70 billion remarkable customer experiences for organizations
in over 100 countries. Through the power of the
cloud and AI, our technology connects every
customer
moment across marketing, sales and service
on any channel, while also improving employee
experiences. Genesys pioneered Experience as
a ServiceSM so organizations of any size can
provide true personalization at scale, interact with empathy,
and foster customer trust and loyalty. This
is enabled by Genesys CloudTM, an
all-in-one solution and the world's leading public cloud contact
center platform, designed for rapid innovation, scalability and
flexibility. Visit www.genesys.com.
©2020 Genesys Telecommunications Laboratories, Inc. All
rights reserved. Genesys, the Genesys logo, Genesys Cloud and
Experience as a Service are trademarks, service marks and/or
registered trademarks of Genesys. All other company names and logos
may be registered trademarks or trademarks of their respective
companies.
Contacts:
Shaunna Morgan
Senior
Public Relations Manager
Genesys
shaunna.morgan@genesys.com
+1 317-493-4241
Adriana Saldaña
Sterling Communications
genesys@sterlingpr.com
+1 408-395-5500
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SOURCE Genesys