|By Business Wire||
|May 12, 2014 12:00 PM EDT||
Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that the company has formed an alliance with Zendesk (www.zendesk.com) to integrate the Genesys cloud contact center solution with the Zendesk customer service platform. With Genesys, customers will experience contextual self-service options and, when requiring human-assistance, the call will be routed to the best-skilled Zendesk agent, eliminating transfers and improving the overall customer experience.
Simplified Agent Interface and Enhanced Customer Experience
The development relationship spans all of the Genesys Customer Experience Platform editions. The initial deep integration to the Genesys Premier Edition – Virtual Contact Center allows 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 of companies to manage their customer support channels seamlessly in a single user experience. Through the integration, customers will gain advanced self-service and assisted voice channel capabilities within Zendesk.
“This new relationship brings together two market leaders to offer customer service leaders a powerful new cloud-based customer experience solution,” said Reed Henry, Chief Marketing Officer, Genesys. “As a result, both companies can pursue significantly expanded market opportunities globally.”
Collaboration Between Genesys and Zendesk
The alliance also includes a variety of joint promotions, marketing and sales efforts. Zendesk will participate as a Gold Sponsor of the Genesys G-Force User Conferences 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 solutions.
"Nothing matters more in the contact center than customer relationships,” said Bill Macaitis, Chief Marketing Officer, Zendesk. “Zendesk builds a beautifully simple customer service platform that brings companies and customers closer together. Working together with Genesys, we’re able to deliver advanced voice capabilities for companies of all sizes that enable them to focus on helping customers, not integrating technology.”
The integrated solution is currently available in North America, as well as the United Kingdom and Ireland, with more global integrations to come.
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 4,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.