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Zendesk, Genesys Form Contact Center Software Alliance

2014-12-May-Reed Henry.jpg

Companies are investing in contact center software.

Last week, inContact bought Uptivity for $48 million. Today, 2,500-employee Genesys forms an alliance with Zendesk.

Customer experience and contact center provider Genesys is integrating its cloud contact center solution with the Zendesk customer service platform. The alliance helps calls get routed to the best-skilled Zendesk agent, which company officials say eliminates transfers and improves the overall customer experience.

Large Reach

Reed Henry, chief marketing officer for 20-year-old Genesys, told CMSWire Zendesk's "pervasiveness" and "aggressive customer acquisition model" prompted his organization to create the alliance. They acquire, he said, tens of thousands of customers per year and are up to 40,000 now.

customer experience, Zendesk, Genesys Form Contact Center Software Alliance

"We've brought our reach into that segment," Henry told CMSWire. "We're all digital, and their product is simple, easy to use, rapidly deployed from the cloud and powerful."

Genesys offers three editions of its contact center software: Premier (small to midsize contact centers), Business (midsize contact centers) and Enterprise (large contact centers). The Genesys Premier Edition, in the cloud, has up to 250 contact center agents. This is the edition that Zendesk will be initially integrating.

Genesys has $800 million in revenues and 4,500 customers, Henry told CMSWire.

Integration Strength

Users will be able to deploy and manage a contact center or help desk in the cloud with voice interactions routed directly to the optimal customer support employees using the Zendesk console. Zendesk's advanced self-service and assisted voice channel capabilities are the bread and butter of the alliance.

"The key here is the level of integration," Henry said. "Agents within Zendesk are going to have a seamless experience. They're not going to have to be switching screens. For the end user, it will feel like one product that's simple, easy and yet powerful."

The integrated solution is currently available in North America, as well as the United Kingdom and Ireland, with more global integrations to come. Genesys did not release pricing when asked by CMSWire.

Move to Cloud

Genesys last year acquired cloud-based self-service applications specialist Angel from business intelligence vendor MicroStrategy. Genesys said then it wanted to expand its arsenal of cloud-based customer service solutions. Angel gave Genesys on-demand, cloud-based SaaS customer self-service technology. 

Zendesk has been busy, too. In December it introduced capabilities to conduct proactive customer surveys and email campaigns through new integrations with SurveyMonkey and MailChimp. Three months earlier, it announced a Help Center platform to support the technical implementation of that self-service model.

 
 
 
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