{"id":6716,"date":"2022-02-26T16:48:39","date_gmt":"2022-02-26T15:48:39","guid":{"rendered":"https:\/\/deliberate.de\/?p=6716"},"modified":"2022-02-26T22:17:50","modified_gmt":"2022-02-26T21:17:50","slug":"genesys-cloud-cx-ms-teams-integration","status":"publish","type":"post","link":"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/","title":{"rendered":"Genesys Cloud CX MS Teams Integration"},"content":{"rendered":"

Bringing together the best of two worlds<\/strong><\/h2>\n

Get simplified, integrated communications and easier collaboration between the Genesys Cloud CX\u2122 contact center solution and the Microsoft Teams collaboration platform.<\/p>\n

Why it matters<\/strong><\/p>\n

57%<\/p>\n

of employees consider time spent switching between applications as a primary barrier to getting things done.<\/p>\n

source: IDC<\/em><\/p>\n

70%<\/p>\n

of employees are looking for more agile ways to work.<\/p>\n

source: IDC<\/em><\/p>\n

86%<\/p>\n

of businesses consider the impact of employee experience on customer experience of great importance.<\/p>\n

source: Gartner<\/em><\/p>\n

How your business benefits<\/h3>\n

Make it easier for contact center agents to collaborate with subject matter experts across the company and deliver memorable customer experiences with the Genesys Cloud CX platform and Microsoft Teams.<\/span><\/p>\n

Connect, communicate and collaborate with ease<\/strong><\/h3>\n
    \n
  • Take advantage of the connected productivity and communication capabilities of Microsoft Teams.<\/li>\n
  • Use the integrated directory, search and presence features to determine availability and collaborate in real time with a single click.<\/li>\n<\/ul>\n

    Improve agent productivity<\/strong><\/h3>\n
      \n
    • Empower agents with a single interface to communicate and collaborate.<\/li>\n
    • Resolve customer issues within the first contact by giving agents real-time access to experts across your company.<\/li>\n<\/ul>\n

      Choose your carrier<\/span><\/strong><\/h3>\n
        \n
      • Select from Microsoft, Genesys or another carrier of your choice for inbound and outbound voice and internal calls.<\/li>\n
      • Get the industry-leading GenesysCloud CX routing and artificial intelligence capabilities – with a single point of control.<\/li>\n<\/ul>\n

        Deploying Genesys made it simpler for our employees to work with students. The new integration with Microsoft Teams allows our student care teams to connect with one another and share knowledge so they can efficiently support students.”<\/strong><\/p>\n

        Adam Davis, Director of Operations, Western Governors University<\/span><\/em><\/p>\n

        How it works …<\/strong><\/p>\n

        \"Screenshot<\/span><\/p>\n

        Screenshot Genesys Cloud CX Client mit Microsoft Teams Integration <\/em><\/p>\n

        Create seamless connections across your company<\/span><\/strong><\/h3>\n
          \n
        • Bring together the contact center and the back office in a single user experience through native integration between Genesys Cloud CX and Microsoft Teams.<\/li>\n
        • Genesys Cloud CX agents can search the Microsoft Teams directory and view contact information and Microsoft Teams user status within the Genesys Cloud CX interface. From there, they can click to call or initiate a warm transfer.<\/li>\n
        • It\u2019s a perfect fit for customers looking for best-in-class solutions: Genesys for customer experience and Microsoft for unified communications and productivity.<\/li>\n
        • Solve customer problems faster. Get started with your Genesys Cloud CX and Microsoft Teams today.<\/li>\n<\/ul>\n

          \"Genesys<\/span><\/p>\n

          Architektur-Skizze, Genesys Cloud CX Client mit Microsoft Teams Integration<\/em><\/p>\n

          What you can do when solutions work together<\/strong><\/h3>\n
            \n
          • Sync directories between Microsoft Active Directory and Genesys Cloud CX<\/li>\n
          • Search within Genesys Cloud CX for Microsoft Teams contacts, information and presence<\/li>\n
          • Transfer interactions between Genesys Cloud CX and Microsoft Teams with click-to-call<\/li>\n
          • Enable calling between telephony and digital platforms without incurring additionaltelephone charges<\/li>\n
          • Enable calling with your existing Bring Your Own Carrier (BYOC)and BYOC-premises capabilities<\/li>\n
          • Support call transfer, recording and analytics – like all other BYOC voice interactions<\/li>\n<\/ul>\n

            Have we aroused your interest?<\/span><\/strong>Would you like to see a demo?<\/span><\/strong>We would be pleased to advise you on Microsoft Teams Integrationand other topics around Genesys Cloud.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

            Bringing together the best of two worlds. Get simplified, integrated communications and easier collaboration between the Genesys Cloud CX\u2122 contact center solution and the Microsoft Teams collaboration platform.<\/p>\n","protected":false},"author":3,"featured_media":6687,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35,25],"tags":[],"class_list":["post-6716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-professional-article","category-uncategorized","post-wrapper","thrv_wrapper"],"yoast_head":"\nDeliberate GmbH - Genesys Cloud CX MS Teams Integration<\/title>\n<meta name=\"description\" content=\"Integrated communication and simplified collaboration between the Genesys Cloud CX\u2122 Contact Center solution and Microsoft Teams.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Genesys Cloud CX MS Teams Integration\" \/>\n<meta property=\"og:description\" content=\"Integrated communication and simplified collaboration between the Genesys Cloud CX\u2122 Contact Center solution and Microsoft Teams.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\" \/>\n<meta property=\"og:site_name\" content=\"Deliberate GmbH\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/DeliberateGmbH\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-02-26T15:48:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-26T21:17:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/deliberate.info\/wp-content\/uploads\/2022\/02\/GC-teams_titel-fb.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Deliberate\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@DeliberateGmbh\" \/>\n<meta name=\"twitter:site\" content=\"@DeliberateGmbh\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Deliberate\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\"},\"author\":{\"name\":\"Deliberate\",\"@id\":\"https:\/\/deliberate.de\/#\/schema\/person\/65212aa320a5f774872b2e85f77553ea\"},\"headline\":\"Genesys Cloud CX MS Teams Integration\",\"datePublished\":\"2022-02-26T15:48:39+00:00\",\"dateModified\":\"2022-02-26T21:17:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\"},\"wordCount\":499,\"publisher\":{\"@id\":\"https:\/\/deliberate.de\/#organization\"},\"image\":{\"@id\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/deliberate.de\/wp-content\/uploads\/2022\/02\/GC-ms-teams_titel-scaled.webp\",\"articleSection\":[\"Professional article\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\",\"url\":\"https:\/\/deliberate.de\/en\/2022\/02\/26\/genesys-cloud-cx-ms-teams-integration\/\",\"name\":\"Deliberate GmbH - 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