Genesys, a leading provider of customer experience and contact centre solutions, has announced that it has achieved Microsoft Lync 2013 qualification. The Microsoft Lync Independent Software Vendor (ISV) qualification programme is designed to help ensure that qualified applications from Microsoft Partners meet customer expectations for specific scenarios.

With third party testing, the program defines specific requirements for inter operability with Lync Server, installation, set-up and configuration, documentation, and support. With the latest Lync 2013 qualification, Genesys continues to enable Lync customers to unify their contact centre interactions and enterprise unified communications.

Companies select Genesys and Microsoft Lync to leverage the combination of best-of-breed contact centre and unified communications solutions, rather than closed proprietary hardware-based solutions.

By incorporating multi-channel customer experiences and contact centre capabilities from Genesys, Lync customers can seamlessly deliver voice and instant messaging (IM) interactions to both their customer service agents and back office employees.

“With qualification for Lync 2013, Genesys extends Lync into multi-channel contact centre customer service,” says Dan Benedict, Program Manager Lync ISV Qualification Program, Microsoft. “Organisations can now benefit from Genesys customer service solutions integrated with Lync 2013 as their voice platform in contact centres and across the enterprise.”

Genesys integrates the real-time presence and availability status of all Lync users, which enables companies to route calls coming into the contact centre to any available employee wherever they may be located – in stores, branch offices, home offices, outsource partners, or any other location.
As a result, organisations using both remote employees and contact centre agents are able to track the availability of an employee resource beyond the contact centre and better direct enquiries based upon the status of any given resource to increase efficiency of service.

“The integration of Genesys and Microsoft Lync has already brought unprecedented rich collaboration and multimedia experiences to contact centre agents and non-contact centre employees,” says Merijn Te Booij, executive VP of Products and Strategy, Genesys.

“We are proud of being one of the first to achieve qualification on the new Microsoft Lync 2013.”