{"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":"<h2 style=\"\"><strong>Bringing together the best of two worlds<\/strong><\/h2>\n<p style=\"\">Get simplified, integrated communications and easier collaboration between the Genesys Cloud CX\u2122 contact center solution and the Microsoft Teams collaboration platform.<\/p>\n<p style=\"\"><strong>Why it matters<\/strong><\/p>\n<p style=\"\">57%<\/p>\n<p style=\"text-align: justify;\">of employees consider time spent switching between applications as a primary barrier to getting things done.<\/p>\n<p style=\"text-align: right;\"><em>source: IDC<\/em><\/p>\n<p style=\"\">70%<\/p>\n<p style=\"text-align: justify;\">of employees are looking for more agile ways to work.<\/p>\n<p style=\"text-align: right;\"><em>source: IDC<\/em><\/p>\n<p style=\"\">86%<\/p>\n<p style=\"text-align: left;\">of businesses consider the impact of employee experience on customer experience of great importance.<\/p>\n<p style=\"text-align: right;\"><em>source: Gartner<\/em><\/p>\n<h3 style=\"\">How your business benefits<\/h3>\n<p style=\"\"><span style=\"font-weight: normal;\">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<h3 style=\"\"><strong>Connect, communicate and collaborate with ease<\/strong><\/h3>\n<ul>\n<li>Take advantage of the connected productivity and communication capabilities of Microsoft Teams.<\/li>\n<li>Use the integrated directory, search and presence features to determine availability and collaborate in real time with a single click.<\/li>\n<\/ul>\n<h3 style=\"\"><strong>Improve agent productivity<\/strong><\/h3>\n<ul>\n<li>Empower agents with a single interface to communicate and collaborate.<\/li>\n<li>Resolve customer issues within the first contact by giving agents real-time access to experts across your company.<\/li>\n<\/ul>\n<h3 style=\"\"><strong><span style=\"font-size: 16px; color: var(--tcb-skin-color-5);\">Choose your carrier<\/span><\/strong><\/h3>\n<ul>\n<li>Select from Microsoft, Genesys or another carrier of your choice for inbound and outbound voice and internal calls.<\/li>\n<li>Get the industry-leading GenesysCloud CX routing and artificial intelligence capabilities &#8211; with a single point of control.<\/li>\n<\/ul>\n<p style=\"\"><strong>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.&#8221;<\/strong><\/p>\n<p style=\"\"><em><span style=\"\">Adam Davis, Director of Operations, Western Governors University<\/span><\/em><\/p>\n<p style=\"\"><strong>How it works &#8230;<\/strong><\/p>\n<p><span><img decoding=\"async\" alt=\"Screenshot - Genesys Cloud Cx MS Teams Integration\" data-id=\"6705\" width=\"702\" data-init-width=\"2560\" height=\"388\" data-init-height=\"1415\" title=\"GC-teams-screenshot\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2022\/02\/GC-teams-screenshot-scaled.webp\" data-width=\"702\" data-height=\"388\"><\/span><\/p>\n<p style=\"text-align: right;\"><em>Screenshot Genesys Cloud CX Client mit Microsoft Teams Integration <\/em><\/p>\n<h3 style=\"\"><strong><span style=\"font-size: 16px; color: var(--tcb-skin-color-5);\">Create seamless connections across your company<\/span><\/strong><\/h3>\n<ul>\n<li style=\"\">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<li style=\"\">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<li style=\"\">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<li style=\"\">Solve customer problems faster. Get started with your Genesys Cloud CX and Microsoft Teams today.<\/li>\n<\/ul>\n<p><span><img decoding=\"async\" alt=\"Genesys Cloud Cx MS Teams Integration\" data-id=\"6697\" width=\"702\" data-init-width=\"1240\" height=\"241\" data-init-height=\"426\" title=\"GC-teams-integration_scratch\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2022\/02\/GC-teams-integration_scratch.webp\" data-width=\"702\" data-height=\"241\" style=\"\"><\/span><\/p>\n<p style=\"text-align: right;\"><em>Architektur-Skizze, Genesys Cloud CX Client mit Microsoft Teams Integration<\/em><\/p>\n<h3 style=\"\"><strong>What you can do when solutions work together<\/strong><\/h3>\n<ul>\n<li style=\"\">Sync directories between Microsoft Active Directory and Genesys Cloud CX<\/li>\n<li style=\"\">Search within Genesys Cloud CX for Microsoft Teams contacts, information and presence<\/li>\n<li style=\"\">Transfer interactions between Genesys Cloud CX and Microsoft Teams with click-to-call<\/li>\n<li style=\"\">Enable calling between telephony and digital platforms without incurring additionaltelephone charges<\/li>\n<li style=\"\">Enable calling with your existing Bring Your Own Carrier (BYOC)and BYOC-premises capabilities<\/li>\n<li style=\"\">Support call transfer, recording and analytics &#8211; like all other BYOC voice interactions<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><strong><span style=\"color: var(--tcb-color-1);\">Have we aroused your interest?<\/span><\/strong><strong><span style=\"color: var(--tcb-color-2);\">Would you like to see a demo?<\/span><\/strong><span style=\"color: var(--tcb-skin-color-5) ;\">We would be pleased to advise you on Microsoft Teams Integrationand other topics around Genesys Cloud.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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":"","tve_updated_post":"<div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box tve-elem-default-pad\" data-css=\"tve-u-17f36a5c931\" style=\"\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\"><div class=\"thrv_wrapper thrv_text_element\"><h2 class=\"\" style=\"\" data-css=\"tve-u-17f36b62df1\"><strong>Bringing together the best of two worlds<\/strong><\/h2><p data-css=\"tve-u-17f36a5c940\" style=\"\">Get simplified, integrated communications and easier collaboration between the Genesys Cloud CX\u2122 contact center solution and the Microsoft Teams collaboration platform.<\/p><p data-css=\"tve-u-17f36a5c933\" style=\"\"><strong>Why it matters<\/strong><\/p><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:702.005;\" data-css=\"tve-u-17f36a5c939\"><div class=\"tcb-flex-row v-2 tcb--cols--3\" data-css=\"tve-u-17f36a5c93a\" style=\"\"><div class=\"tcb-flex-col\" data-css=\"tve-u-17f36a5c934\" style=\"\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element\"><p data-css=\"tve-u-17f36a5c93e\" style=\"\">57%<\/p><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c941\" style=\"\"><p data-css=\"tve-u-17f36a5c944\" style=\"text-align: justify;\">of employees consider time <br>spent switching between <br>applications as a primary <br>barrier to getting things done.<\/p><p data-css=\"tve-u-17f36a5c93b\" style=\"text-align: right;\"><em>source: IDC<\/em><\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element\"><p data-css=\"tve-u-17f36a5c93f\" style=\"\">70%<\/p><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c942\" style=\"\"><p data-css=\"tve-u-17f36a5c945\" style=\"text-align: justify;\">of employees are looking for more agile ways to work.<\/p><p data-css=\"tve-u-17f36a5c93b\" style=\"text-align: right;\"><em>source: IDC<\/em><\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element\"><p data-css=\"tve-u-17f36a5c93d\" style=\"\">86%<\/p><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c943\" style=\"\"><p data-css=\"tve-u-17f36a5c93c\" style=\"text-align: left;\">of businesses consider the <br>impact of employee experience on customer experience of great importance.<\/p><p data-css=\"tve-u-17f36a5c93b\" style=\"text-align: right;\"><em>source: Gartner<\/em><\/p><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b743ac\">How your business benefits<\/h3><p data-css=\"tve-u-17f36a5c948\" style=\"\"><span style=\"font-weight: normal;\" data-css=\"tve-u-17f36a5c958\">Make it easier for contact center agents to collaborate with subject matter experts across the <br>company and deliver memorable customer experiences with the Genesys Cloud CX platform and <br>Microsoft Teams.<\/span><\/p><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:702.005;\" data-css=\"tve-u-17f36a5c951\"><div class=\"tcb-flex-row v-2 tcb--cols--2\" data-css=\"tve-u-17f36a5c94a\" style=\"\"><div class=\"tcb-flex-col\" data-css=\"tve-u-17f36a5c950\" style=\"\"><div class=\"tcb-col\" data-css=\"tve-u-17f36a5c94b\" style=\"\"><div class=\"thrv_wrapper thrv_text_element\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b7b8c4\"><strong>Connect, communicate and <br>collaborate with ease<\/strong><\/h3><ul class=\"\"><li>Take advantage of the connected <br>productivity and communication <br>capabilities of Microsoft Teams.<\/li><li>Use the integrated directory, search <br>and presence features to determine <br>availability and collaborate in real time <br>with a single click.<\/li><\/ul><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-17f36a5c94c\" style=\"\"><div class=\"thrv_wrapper thrv_text_element\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b7ff6c\"><strong>Improve agent productivity<\/strong><\/h3><ul class=\"\"><li>Empower agents with a single interface to communicate and collaborate.<\/li><li>Resolve customer issues within the first <br>contact by giving agents real-time access to experts across your company.<\/li><\/ul><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:702.005;\" data-css=\"tve-u-17f36a5c949\"><div class=\"tcb-flex-row v-2 tcb--cols--2\" data-css=\"tve-u-17f36a5c94a\" style=\"\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-17f36a5c94b\" style=\"\"><div class=\"thrv_wrapper thrv_text_element\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b8637e\"><strong><span style=\"font-size: 16px; color: var(--tcb-skin-color-5);\" data-css=\"tve-u-17f36b85c61\">Choose your carrier<\/span><\/strong><\/h3><ul class=\"\"><li>Select from Microsoft, Genesys or <br>another carrier of your choice for <br>inbound and outbound voice and <br>internal calls.<\/li><li>Get the industry-leading Genesys<br>Cloud CX routing and artificial <br>intelligence capabilities - with a single <br>point of control.<\/li><\/ul><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-17f36a5c94c\" style=\"\"><div class=\"tcb-clear\" data-css=\"tve-u-17f36a5c955\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display tcb-local-vars-root\" data-css=\"tve-u-17f36a5c954\" style=\"\"><svg class=\"tcb-icon\" viewBox=\"0 0 512 512\" data-id=\"icon-quote-right-solid\" data-name=\"\" style=\"\"><path d=\"M464 32H336c-26.5 0-48 21.5-48 48v128c0 26.5 21.5 48 48 48h80v64c0 35.3-28.7 64-64 64h-8c-13.3 0-24 10.7-24 24v48c0 13.3 10.7 24 24 24h8c88.4 0 160-71.6 160-160V80c0-26.5-21.5-48-48-48zm-288 0H48C21.5 32 0 53.5 0 80v128c0 26.5 21.5 48 48 48h80v64c0 35.3-28.7 64-64 64h-8c-13.3 0-24 10.7-24 24v48c0 13.3 10.7 24 24 24h8c88.4 0 160-71.6 160-160V80c0-26.5-21.5-48-48-48z\"><\/path><\/svg><\/div><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c956\" style=\"\">\t<p data-css=\"tve-u-17f36a5c952\" style=\"\"><strong>Deploying Genesys made it simpler for <br>our employees to work with students. <br>The new integration with Microsoft <br>Teams allows our student care teams <br>to connect with one another and share <br>knowledge so they can efficiently <br>support students.\"<\/strong><\/p><p data-css=\"tve-u-17f36a5c953\" style=\"\"><em><span data-css=\"tve-u-17f335fcf0c\" style=\"\">Adam Davis, Director of Operations, Western Governors University<\/span><\/em><\/p><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c963\" style=\"\">\t<p style=\"\" data-css=\"tve-u-17f36a5c964\"><strong>How it works ...<\/strong><\/p><\/div><div class=\"thrv_wrapper tve_image_caption tve-image-caption-below\" data-css=\"tve-u-17f36a5c962\" style=\"\"><span class=\"tve_image_frame\"><img class=\"tve_image wp-image-6705\" alt=\"Screenshot - Genesys Cloud Cx MS Teams Integration\" data-id=\"6705\" width=\"702\" data-init-width=\"2560\" height=\"388\" data-init-height=\"1415\" title=\"GC-teams-screenshot\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2022\/02\/GC-teams-screenshot-scaled.webp\" data-width=\"702\" data-height=\"388\"><\/span><p class=\"thrv_wrapper wp-caption-text thrv-inline-text\" style=\"text-align: right;\"><em>Screenshot Genesys Cloud CX Client mit Microsoft Teams Integration <\/em><\/p><\/div><div class=\"thrv_wrapper thrv_text_element\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b8aea9\"><strong><span style=\"font-size: 16px; color: var(--tcb-skin-color-5);\" data-css=\"tve-u-17f36b8a634\">Create seamless connections across your company<\/span><\/strong><\/h3><ul class=\"\"><li data-css=\"tve-u-17f36a5c966\" style=\"\">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><li data-css=\"tve-u-17f36a5c966\" style=\"\">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><li data-css=\"tve-u-17f36a5c966\" style=\"\">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><li data-css=\"tve-u-17f36a5c966\" style=\"\">Solve customer problems faster. Get started with your Genesys Cloud CX and Microsoft Teams today.<\/li><\/ul><\/div><div class=\"thrv_wrapper tve_image_caption tve-image-caption-below\" data-css=\"tve-u-17f36a5c959\" style=\"\"><span class=\"tve_image_frame\"><img class=\"tve_image wp-image-6697 tcb-moved-image\" alt=\"Genesys Cloud Cx MS Teams Integration\" data-id=\"6697\" width=\"702\" data-init-width=\"1240\" height=\"241\" data-init-height=\"426\" title=\"GC-teams-integration_scratch\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2022\/02\/GC-teams-integration_scratch.webp\" data-width=\"702\" data-height=\"241\" style=\"\" data-css=\"tve-u-17f362531b9\"><\/span><p class=\"thrv_wrapper wp-caption-text thrv-inline-text\" style=\"text-align: right;\"><em>Architektur-Skizze, Genesys Cloud CX Client mit Microsoft Teams Integration<\/em><\/p><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c960\" style=\"\"><h3 class=\"\" style=\"\" data-css=\"tve-u-17f36b8ee39\"><strong>What you can do when solutions work together<\/strong><\/h3><ul class=\"\"><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Sync directories between Microsoft Active Directory and Genesys Cloud CX<\/li><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Search within Genesys Cloud CX for Microsoft Teams contacts, information and presence<\/li><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Transfer interactions between Genesys Cloud CX and Microsoft Teams with click-to-call<\/li><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Enable calling between telephony and digital platforms without incurring additional<br>telephone charges<\/li><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Enable calling with your existing Bring Your Own Carrier (BYOC)<br>and BYOC-premises capabilities<\/li><li data-css=\"tve-u-17f36a5c95a\" style=\"\">Support call transfer, recording and analytics - like all other BYOC voice interactions<\/li><\/ul><\/div><div class=\"thrv_wrapper thrv_text_element\" data-css=\"tve-u-17f36a5c96c\" style=\"\"><p data-css=\"tve-u-17f36a5c96b\" style=\"text-align: center;\"><strong><span style=\"color: var(--tcb-color-1);\" data-css=\"tve-u-17f36b02ce1\">Have we aroused your interest?<\/span><\/strong><br><strong><span data-css=\"tve-u-17f36b02ce4\" style=\"color: var(--tcb-color-2);\">Would you like to see a demo?<\/span><\/strong><br><span data-css=\"tve-u-17f36a5c96a\" style=\"color: var(--tcb-skin-color-5) ;\">We would be pleased to advise you on Microsoft Teams Integration<br>and other topics around Genesys Cloud.<\/span><\/p><\/div><div class=\"thrv_wrapper thrv-button thrv-button-v2 tcb-local-vars-root\" data-css=\"tve-u-17f36a5c96d\" style=\"\" data-tcb_hover_state_parent=\"\">\n\t<div class=\"thrive-colors-palette-config\" style=\"display: none !important\">__CONFIG_colors_palette__{\"active_palette\":0,\"config\":{\"colors\":{\"62516\":{\"name\":\"Main Accent\",\"parent\":-1}},\"gradients\":[]},\"palettes\":[{\"name\":\"Default Palette\",\"value\":{\"colors\":{\"62516\":{\"val\":\"var(--tcb-skin-color-0)\"}},\"gradients\":[]}}]}__CONFIG_colors_palette__<\/div>\n\t<a href=\"https:\/\/deliberate.de\/en\/contact\/\" class=\"tcb-button-link tcb-plain-text\" style=\"\">\n\t\t<span class=\"tcb-button-texts\"><span class=\"tcb-button-text thrv-inline-text\">Get in touch now!<\/span><\/span>\n\t<\/a>\n<\/div><\/div>\n<\/div>","tve_custom_css":"@media (min-width: 300px){[data-css=\"tve-u-17f36a5c931\"] { padding: 0px !important; }:not(#tve) [data-css=\"tve-u-17f36a5c933\"] { padding-bottom: 8px !important; margin-bottom: 0px !important; }[data-css=\"tve-u-17f36a5c934\"] { max-width: 33.3334%; }[data-css=\"tve-u-17f36a5c939\"] { margin-top: 0px !important; margin-bottom: 0px !important; }[data-css=\"tve-u-17f36a5c93a\"] { padding-top: 0px !important; padding-bottom: 0px !important; }:not(#tve) [data-css=\"tve-u-17f36a5c93b\"] { font-size: 10px 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