Genesys Cloud

Genesys Cloud is the platform for contact centers.

2020

Availability in the AWS Marketplace directory

On June 9, 2020 the Genesys company announced that the solution Genesys Cloud is available in AWS Marketplace now — the digital directory integrating several thousands of units of the software from a great number of independent suppliers. The directory facilitates process of search, testing, purchase and the software deployment working at the Amazon Web Services (AWS) platform. Now the companies will have one more opportunity of acquisition of the complete solution Genesys Cloud.

With the advent of Genesys Cloud in AWS Marketplace, search process becomes simpler, and signing of the contracts for clients of Genesys will become simpler. Also they will be able to use function of uniform billing and thus to reduce the costs. Thanks to placement of the solution in the AWS Marketplace directory clients of Genesys will be able to reckon expenses on Genesys Cloud according to the loyalty program of AWS Enterprise Discount Program (EDP).

Transferring more and more applications to a cloud, our clients aim to purchase additional flexibility and different opportunities of the choice and also to simplify signing of the contracts and provision of services — Dave McCann, the vice president of Amazon Web Services corporation for the AWS Marketplace and Control Services direction told. — We are glad to welcome Genesys Cloud, the SaaS-application from Genesys, in our AWS Marketplace directory. Now we can provide to our clients one more solution which will help them to upgrade a set of installed applications and to increase customer service quality.

Placement of the solution Genesys Cloud in the AWS Marketplace directory — fruitful result of long-term partnership between Genesys and AWS. The solution Genesys Cloud unrolled on the AWS platform allows the organizations to provide the services based on Experience as a Service and to establish deeper and many-sided customer relations by means of various communication channels, including using voice calls, text messaging, online chats and social networks. Thanks to innovations and start of functionality, Genesys Cloud simplifies and increases service rate of clients. The architecture of Genesys Cloud microservices is constructed on API First paradigm. She offers the enterprises feature set with opportunities of expansion and adaptation to customer requirements.

The enterprises face the growing competitive pressure and feel the urgent need to provide the personalized services to consumers — Olivier Jouve, CEO Genesys Cloud noted. — AWS Marketplace allows the large organizations to optimize all cycle of purchases, and now they will be able to apply all advanced opportunities of Genesys Cloud and to achieve a steady customer loyalty, using the personalized approach to each consumer.

The solution Genesys Cloud is available directly through AWS Marketplace to all companies having 500 users and more.

Integration with Zoom Phone and Zoom Meetings

• 1 XLIFFService: Error in XliffFile2XliffString method.

Genesys — the first partner who will provide integration of two solutions of Zoom at once.->

Thanks to a combination of the safe Genesys platform for contact centers and solutions of Video-First of Zoom of conference communication, the organization will be provided with instruments of corporate communications. Integrated solutions are easily set up and require the minimum support from IT specialists. They have the single unified interface allowing employees not only to get access to industry cloud solutions, but also it is more productive and to service clients qualitatively.

Our employees use different applications for communication and joint work, and they should switch constantly between applications. Integration of solutions will allow operators of our call center to use all Genesys Cloud functions and at the same time with ease to interact with other employees who use Zoom. We consider that it will help us to solve quicker problems of clients, and at the first address, told Douglas Walker, the vice president and the director of infrastructure services of Sentinel company, the product provider and solutions in the field of financial planning and investments

Clients of Genesys Cloud will be able to select Zoom Phone as the operator of a voice communication for contact centers. It will allow them to use functions of automatic telephone exchange from Zoom and also opportunities of contact centers of Genesys Cloud, including functions of automation and self-service based on artificial intelligence, support voice and inter-chip digital links and many other things.

Corporate users of Genesys Cloud will be able to apply the uniform reference book and the indicator of presence in workplaces and to directly connect the staff of any departments through Zoom Phone. It will allow them to process customer appeals quicker. For example, discussing with the client by phone a problem with payment of account, the employee will be able to open the reference book Zoom from Genesys Cloud, quickly to find the necessary consultant and to find out whether it is available.

Such functions as dialing "in one click" and transparent data exchange between Genesys Cloud and Zoom Phone, will allow users to reach the high level of efficiency.

All employees will be able quickly to communicate with colleagues through Zoom Meetings, without leaving Genesys Cloud. It will allow to attract colleagues without the need for switching of systems and search in different directories and will provide uninterrupted video conference within the organization.

The employees working directly with clients administrative workers and operation personnel will be able to interact more simply with each other thanks to simultaneous use of voice and video communications. Users of Genesys Cloud will also be able to seize record of the Zoom conferences and the opportunities of demonstration of the screen.

Integrating possibilities of Zoom and Genesys Cloud, we set the standard of communication and joint work for our employees and clients. Using our solution for joint work based on Video-First paradigm, and Genesys Cloud opportunities including routing of calls, analytics and management of the involvement of personnel, the enterprises will be able to establish stronger relations with the clients, told Eric Yuan, the founder of Zoom company.

Consumers especially wait from suppliers of understanding of their requirements and a first line support. To justify and exceed these expectations, the staff of the companies should have near at hand all necessary tools and resources. In it a problem of integrated solution of Zoom and Genesys Cloud. Thanks to our experience with clients and employees based on intellectual technologies, we can combine efforts and give to the organizations competitive advantage, emphasized Tony Bates, CEO Genesys.

• 1 XLIFFService: Error in XliffFile2XliffString method.

To obtain the additional information, participate in our webinar of Genesys + Zoom: convenient cloud communications for customer service quality improvement.->