Create more memorable customer experiences

Genesys Cloud and Microsoft

Connect, communicate and collaborate with ease

Benefit from the flexibility of the Genesys Cloud™ platform and the productivity and communication capabilities of Microsoft solutions. You can make it easier for contact centre agents to collaborate with subject matter experts across the company and deliver memorable customer experiences.

Enhance experiences with Nuance AI

Quickly and easily create and maintain enterprise-grade voice and digital customer experiences with virtual assistants for all channels using the Nuance Mix DIY platform. Securely authenticate customers and mitigate fraud with voice biometrics.

Collaborate seamlessly with Teams

Genesys Cloud agents can use the integrated directory, search and presence features to find the Microsoft Teams subject matter expert they need. They can determine availability and collaborate in real time with a single click.

Integrate data with Dynamics 365

Create custom actions to act on data in Dynamics 365 within your interaction flow in Architect. Easily present information to call centre agents in Scripts or act on data in other ways. Available for static or custom data types.

Quick Facts

About:

Microsoft

Partnership type:

Strategic alliance

Focused solutions:

Nuance Contact Centre AI
Microsoft Teams
Microsoft Dynamics 365

Alliance benefits summary:

Easily integrate Genesys into your Microsoft Dynamics 365 or Teams environment
Integrate Nuance with Genesys
Streamline your Microsoft enterprise and technologies with Genesys Cloud for your contact centre

Give your workforce the employee experience tools they expect

Intelligent self-service

Automate the most common customer inquiries and provide better self-service experiences with more intelligent voicebots and chatbots.

Biometric authentication

Replace outdated verification methods with advanced biometrics and AI to securely authenticate the actual person behind every interaction.

AI fraud prevention

Increase security to prevent fraud losses — without compromising the customer experience. And your agents can work more efficiently.

Omnichannel experiences

Deliver effortless, consistent and secure experiences across any point of contact. Give your customers the seamless interactions they expect.

Empowered agents

Leverage artificial intelligence (AI) automation to resolve inquiries the first time and free your agents to focus on higher value tasks.

Seamless integration

Conversational AI and security AI are natively integrated with Genesys Cloud to speed deployment and optimise customer and employee experiences.

Save agents time and effort with Genesys and Microsoft

By connecting Genesys and our Microsoft Dynamics CRM system we recognise 96% of customers and offer them personalised IVR journeys. A case is automatically opened, saving agents time and effort. We have a very low internal transfer rate of 2%, and have linked and automated customer surveys based on CRM rules.

— Fabien Borras, Director Customer Operations Tools, Data and Service, Sage France

Read the story

Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales.

— Thom Kokhuis, Head of Conversational Banking, Rabobank

Read the story

Interact with customers on the channels they love most

Get started with Genesys and Microsoft

Power more memorable customer experiences through the Genesys and Microsoft partnership. Reach out today to learn how to get started with Genesys Cloud and Microsoft.

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