Genesys Cloud has been fully integrated with Microsoft Teams to give users a more connected, intuitive and productive experience. The move enables call centre agents to collaborate with employees using Teams to resolve customer issues faster and deliver better service.

Call centre employees often toggle among different systems across multiple devices, resulting in inefficiency and friction, hindering collaboration efforts, and making it more time consuming and cumbersome to serve customers.

The integrated solution overcomes these challenges by letting employees call Teams users from within Genesys Cloud.

real-time collaboration

When agents need to consult with a subject matter expert outside of the contact centre, they can use the integrated directory, search and presence features to find the Teams user with the right expertise from within their Genesys Cloud desktop. They can determine availability and collaborate in real time with a single click.

“By integrating our platform with Teams, employees can draw upon expertise from anywhere in the organisation so they can provide experiences tailored for every customer,” said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud. “

“The Genesys Cloud and Microsoft Teams integration helps ensure employees are equipped with the right tools to collaborate with colleagues across the enterprise while benefitting from features like advanced routing, call recording and interaction analytics to deliver consistent service,” said Mike Ammerlaan, Director of Microsoft 365 Ecosystem Marketing at Microsoft.