Contact centre software provider Genesys has formed an alliance with Zendesk to integrate its cloud contact centre 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 Centre, 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.
Bill Macaitis, Zendesk’s chief marketing officer commented,
“Nothing matters more in the contact center than customer relationships,””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.”