For many companies, Skype for Business has become a platform of choice for enterprise communications. Increasingly, these organizations prefer to deploy in the cloud using Skype for Business in Microsoft Office 365. However, one of the key considerations prior to making this move is how to fully integrate contact center operations. Today’s web-savvy and mobile-enabled customers want fast, easy communication on the digital channel of their choice and are buying from the brands that provide this level of service. This requires an omnichannel platform that seamlessly connects agents with internal employees across the organization to deliver an effortless customer experience.

Enrich Your Customer Experience and Increase Your Workforce Efficiency

As a trusted Microsoft Gold Certified Partner, we’re excited to announce that we’ve enhanced our native Skype for Business integration with support for Office 365. This product enhancement combines best-in-class, cloud-based unified communications with best-in-class customer engagement. Businesses leverage Skype voice, IM and video capabilities with Genesys routing and recording solutions to enrich their customer experience and increase workforce efficiency. As an added benefit, the Genesys Office 365 Skype for Business integration allows  customers to deploy a hybrid or cloud-only solution for their unified communications and contact center applications.

Genesys Office 365 Skype for Business integration allows deployment of a hybrid or cloud-only solution.

“We’re excited about how Genesys and Microsoft are enabling our clients to create seamless customer engagement,” says Rob Altman, Group Senior Vice-President, CX and Collaboration at Dimension Data. “The Genesys Customer Experience Platform, integrated with Microsoft’s secure productive enterprise is delivering the automated and collaboration that drives our clients to a digital future.”

Valuable Benefits of Skype Integration

The integration of Genesys and Skype for Business in Office 365 offers a wide range of valuable benefits to enhance customer experience and operational performance, including:

  • Unifying customer journeys across Skype for business and all other digital channels.
  • Increasing first contact resolutions by providing agents access to subject matter experts throughout the organization.
  • Decreasing handling time by leveraging IM, voice and screen share to quickly resolve customer problems.
  • Simplifying installation and administration with native Skype for Business integration.
  • Managing the customer experience in branches and back offices with the ubiquity of Skype for Business and the control of the Genesys solution.
  • Offering operational flexibility with cloud, premise and hybrid deployment options.

“The Genesys Customer Experience Platform and Skype for Business in Office 365 form a powerful combination that gives companies the ability to deliver a truly unified communications-enabled customer experience,” says James Skay, Senior Product Marketing Manager, Skype for Business Developer Platform at Microsoft.

Early adopter opportunities for the Skype integration with Genesys PureEngage are set to begin this summer, with availability for both PureEngage and PureCloud in the fall. Contact us now for more information about the Genesys Early Adopter Program.

Attending CX17 in Indianapolis? Learn more from Microsoft directly at the event as they are a Platinum partner of CX17.

Roe Jones

Roe Jones

Roe Jones is a Senior Marketing Manager at Genesys, focused on inbound solutions across the Genesys product portfolio. Roe joined Genesys in 2016 with the acquisition of Interactive Intelligence. His 18 years of experience span a variety of roles, including...