Enable seamless collaboration between your contact centre and the rest of your organisation. Empower your agents to easily communicate and get the answers they need to resolve complex customer issues.
Improve your employee experience by helping them work from anywhere with cloud-based web, desktop and mobile apps. Build teamwork by providing the tools they need to collaborate on the go.
Choose to deploy our native capabilities or use your preferred unified communications and collaboration (UCC) provider. Genesys facilitates easy integrations to help you stay agile and future-ready.
Instantly find and communicate with anyone in your organisation — such as key subject-matter experts — using a unified directory. See contact information and individual presence to determine availability and effortlessly collaborate with a single click.
Create public or private chat groups to enable collaboration on projects, within departments or about special interests. Share files and links, and easily search for them later. If needed, you can escalate conversations to a voice or video call with just the click of a button.
Some conversations require more context. Transition from a call or chat to HD video with ease, whether it’s a one-on-one conversation or a full team meeting. Make more personal connections while working in real time with your peers, and share your screen for greater collaboration.
A single desktop application makes life easier for your employees, speeds up collaboration, and reduces training and onboarding time. You can do it natively or through third-party integrations.
Get simplified, integrated communications with leading Unified Communications as a Service (UCaaS) solutions, including Zoom and Microsoft Teams. Pre-built integrations available from Genesys make it easy.
Today’s enterprises need secure, reliable telephony. With Genesys voice services, you can choose to keep your existing telecom provider or opt for our bundled cloud-based telephony service.
Customers now expect omnichannel experiences — and so do your employees. Disjointed communication methods that work across multiple platforms and vendors won’t meet their needs. Employees need intuitive collaboration services and tools that work together seamlessly.
Break down communication barriers between teams and regions. Streamline the user experience with native Genesys or third-party UCaaS technologies. With an integrated UCaaS and Contact Centre as a Service (CCaaS) solution, agents can collaborate no matter their location.
47%
of CX Leaders say improving employee experience with new technology or by connecting existing technology is their employer’s biggest strategic CX priority for the next 1–2 years
The State of Customer Experience, Genesys, 2023
Your teams need a strong set of real-time collaboration tools that are easy to use, easy to deploy and always reliable. Give them a unified communications solution that connects contact centre users with other employees. Join all your teams together to achieve faster response times, raise customer satisfaction rates and further optimise your workforce.
Choose to unify all your business communication needs through a single cloud platform. Streamline employee collaboration with real-time messaging, video and voice, alongside a full suite of contact centre capabilities. Equip your teams with the tools they need while simplifying your tech stack.
Work in a way that makes sense for you. You can keep your existing UCaaS provider and integrate it into your contact centre through pre-built integrations or APIs. Maintain fluid customer conversations within the enterprise without losing context by benefiting from unified directories, presence management and multiple channels.
Collaborating with your team should be a near-effortless experience. Genesys makes real-time communication easy.
Help your teams manage conversations across channels, driving better results across your organisation. Solve customer service issues faster and boost agent productivity. Get started today by requesting a demo.
We’ll contact you directly to set up a date and time that works with your schedule.
The three main components of unified communications are: 1. Communication tools such as voice calling, video conferencing, instant messaging and email; 2. Collaboration tools like shared workspaces, whiteboarding and file sharing; 3. Supporting infrastructure and services, which can include network capabilities, security and application integration services.
Examples of unified communications include Voice over Internet Protocol (VoIP) calls, video conferences, instant messaging platforms, email, shared online workspaces and mobile communication apps. These tools and platforms can often be integrated and managed as a single system, enhancing collaboration and communication efficiency.
Unified communications solutions, sometimes called UC solutions, help small businesses and enterprises alike. A unified solution boosts productivity throughout your organisation by increasing the efficiency of communications within and outside your organisation. And when combined with a collaboration solution to create a UCC instance, that efficiency and productivity only increases.
The main way that a UCC boosts productivity is through increased operational efficiency. UCC combines multiple communications channels into a single interface. This means you can house everything from SMS text messaging and phone calls to email and web conferencing in one place. With less switching between applications, you can save time and deliver better benefits to agents and end users.
Yes, this is one of the main benefits of a UCC system. With your phone system, internal communications, web messaging, and more combined into a single platform, your agents will spend less time switching between communications channels.
Integrating UCC and contact centre on a single platform offers significant benefits. Having all your employees on one solution improves first-call resolution. It allows front-line agents to communicate with back-office colleagues or subject matter experts in real time.
When a transfer occurs, you can provide all customer information, interaction history and conversation context. Additionally, consolidating UCC and contact centre functionality can reduce costs associated with licenses, integration, training and administration of separate systems.
