Genesys SIP Server

In December, 2012 Genesys company, the solution provider for contact centers and customer service, announced integration of Microsoft Lynk into the platform of customer service. This first completely software solution from large software supplier for contact centers with support of platforms of corporate telephony of PBX and IP-PBX using Lync as the main voice platform.

Mutual integration of solutions of Genesys and Microsoft will help the companies to integrate the contact center and corporate systems based on a software platform of Lync in uniform voice infrastructure. Modern technologies of routing, the detailed reporting and a multi-channel customer service allow to transfer voice and instant text messages to agents of CC from any corporate device or a resource using Lync.

• Microsoft Lync is the platform of unified communications used by the organizations of any sizes for customer interaction. Genesys helps the companies to integrate Lync into contact centers, allowing to integrate corporate communications (both external, and internal) in single solution.
• Microsoft Lync provides several levels of functionality that is especially effective when using Genesys SIP Server and the Customer Interaction Management platform. The companies using at customer service of staff of contact centers and removed agents can readdress more precisely addresses of subscribers depending on competences and the status of each individual agent, efficiency of all service. Change of the statuses of agents in real time (it is available, busy, is not present at office, etc.) allows to route calls to free agents regardless of their location.
• The joint solution Genesys and Lync increases amount of the client requests solved from the first call, providing finding of the necessary available agent in required time through an all-corporate system of search and conference communication.
• Integration of Genesys and Lync allows the companies to use the Microsoft UC platform for development and upgrade of contact centers, excepting need for expensive PBX hardware.

"Integration of Genesys SIP Server into Microsoft Lync Enterprise Voice considerably expands possibilities of communication links and increases convenience of the appeal to the company to clients. Obvious and very convincing advantages of use of a single platform in contact center and the company in general are expansion of opportunities of joint work, increase in efficiency of employees and expense optimization, quality improvement of client service. Thanks to flexibility of software products of Genesys we achieved their deep integration into Microsoft Lync and now are ready to offer our clients all completeness of functionality of the certified solution", – Saushkin Oleg, the official representative of Genesys in Russia and the CIS says.