Taking Microsoft Skype for Business to the next level

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SkypeSkype for Business ushers in a new era of unified communications.

Two billion minutes a day are spent on Skype globally, so it’s about time the customer contact industry started taking the platform a bit more seriously as a means of communicating with its customers. At Genesys, we believe that the best customer service is natural, so our approach is to talk to customers on their own terms, which includes using the same platforms that they use every day.

As such, Genesys has integrated Skype into our Customer Experience Platform, as we announced back in May. Dimension Data is one of a few selected strategic partners helping us take this to market. Using Skype for Business with Genesys, organisations are now able to facilitate seamless communication with their customers through voice, video and IM, and transfer between these platforms without interruption.

Dimension Data is a contact centre expert, having designed and built more than 450 contact centres around the globe, as well as supporting more than 30,000 agent seats. Through our partnership, Dimension Data will be able to help its customers and prospects design and implement the ideal contact centre solution with best-in-class unified communications integrated from Genesys.

Dimension Data is one of Microsoft’s few Elite Partners, selected to take Skype for Business to market globally. Dimension Data also has a global footprint and in-depth sector knowledge, which makes it highly equipped to deliver both Genesys and Microsoft solutions.

This new chapter with Dimension Data follows more than one hundred previous successful Genesys deployments in Europe for many high-profile customers.

We recommend research and testing of the available tools that will enable frictionless communication across each of your customers’ preferred channels. If you would like to see Skype for Business in action as part of the customer contact centre, we’d be delighted to offer you a demo of the Genesys Customer Experience Platform, including the Multimedia Connector for Skype for Business.

You can read more about upcoming contact centre trends in this 2015 Forrester Report on the Future of Customer Service, and we’ve produced a video outlining the benefits of Skype for Business in the contact centre, which you can watch below.

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Kay Phelps

About Kay Phelps

Kay Phelps brings 20 years of experience in contact centers to her current role as Senior Manager, Contact Center Marketing at Genesys. Her experience spans systems engineering and requirements definition, as well as product management. Areas of expertise include routing, reporting and analytics, as well as the agent desktop and work-at-home agents. Kay has spoken at numerous conferences and webcasts, and began blogging several years ago at the request of customers.