customer experienceMore than 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. Now, Zendesk is taking their customer experience to the next level through a new alliance with Genesys. This new relationship brings together two market leaders to offer companies a powerful new cloud-based customer experience solution.

By integrating the Genesys Customer Experience Platform with Zendesk, customers will experience contextual self-service options and, when human-assistance is required, the customer will be routed to the best-skilled agent, eliminating transfers and improving the overall customer experience.  As everyone knows, great voice support remains essential to a superior customer experience, and that’s why Zendesk teamed with Genesys.

The development relationship spans all of the Genesys Customer Experience Platform editions. We’re starting with a deep integration to the Genesys Premier Edition – Virtual Contact Center, which allows our joint customers to quickly deploy and manage a contact center or help desk in the cloud with voice interactions routed directly to the optimal customer support employees using the Zendesk console. The Genesys and Zendesk integration significantly enhances the ability for companies to manage their customer support channels seamlessly with a single user experience.

The partnership also provides new opportunities for companies to experience the power of the Genesys and Zendesk solutions. For Genesys, integration with Zendesk means that more mid-sized and smaller contact centers using Zendesk can enjoy the Genesys advanced self-service and assisted voice channel capabilities. Because our solution has been built out in the Zendesk  environment, the Zendesk user will have the same familiar experience so they can remain focused on delivering great customer experiences, without having to learn a new solution. Zendesk customers, in turn, get to experience best-in-class contact center capabilities with ease of use and simplicity, which helps Zendesk to reach further into the enterprise space.

The integrated solution is currently available in the United States, Canada, United Kingdom and Ireland, with more global availability to come. We will also be offering a number of joint promotions and participating in events together. Zendesk will participate in the Genesys G-Force events across the world and Genesys will participate in the upcoming Zen U roadshow events across North America, Europe and Asia to promote the new, joint Genesys Zendesk solution.

If you have not checked out Genesys and Zendesk yet, you can learn more about this powerful combined solution by visiting our website for more information.