Genesys integrates cloud contact center with Zendesk platform

Genesys, a provider of customer experience and contact center solutions, has formed alliance with Zendesk to integrate Genesys cloud contact center solution with the Zendesk customer service platform.

The partnership helps both companies deliver a powerful cloud-based customer experience solution and also expand market opportunities globally, Genesys said.

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, Genesys said.

Genesys cloud contact center

The integration benefits 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.

With Genesys and Zendesk, companies can 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.

The companies have also joined hands for a number of marketing 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.

Zendesk hopes the partnership will help the company deliver advanced voice capabilities for companies of all sizes and enable their customers to focus on helping customers.

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