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Genesys, Zendesk Partner to Enhance Cloud Contact Centers

By EnterpriseAppsToday.com Staff     Feedback

Contact center software provider Genesys will integrate Zendesk's software into its solution so companies can more easily manage customer service channels.

Contact center software provider Genesys has formed an alliance with Zendesk to integrate its cloud contact center solution with the Zendesk customer service platform.

The development relationship spans all of the Genesys Customer Experience Platform editions. The combined product will initially be available for the Genesys Premier Edition – Virtual Contact Center, which allows customers to quickly deploy and manage a contact center or help desk in the cloud. Using the Zendesk console, voice interactions will be routed directly to the optimal customer support employees.

According to the two companies, the Genesys and Zendesk integration enhances the ability of customers to manage their customer support channels seamlessly in a single user experience.

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"Nothing matters more in the contact center than customer relationships," said Bill Macaitis, Zendesk's chief marketing officer. "Working together with Genesys, we’re able to deliver advanced voice capabilities for companies of all sizes that enable them to focus on helping customers, not integrating technology."

The alliance also includes a variety of joint promotions, marketing and sales 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 joint Genesys Zendesk solutions. 

The integrated solution is now available in North America and the UK and Ireland, with more global integrations to come.

This article was originally published on May 12, 2014
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