Contact center orchestration features on tap from Genesys

Contact center technology vendor Genesys plans to release new tools that better orchestrate messages across voice and online channels, including a new integration with Zoom Phone.

“Experience orchestration” will be the theme of Genesys ’Xperience 2022 digital user conference on Wednesday. New communication AI features are expected to be released that generate and track customer service interactions and automate certain aspects of service using AI-enabled knowledge base content through of digital channels such as chatbots, email and social sites such as WhatsApp and Facebook Messenger.

The features are built from LogMeIn Bold360 technology acquired by Genesys last year, as well as the acquisitions of Pointillist and

Genesys will also integrate Zoom Phone’s unified communications as a service (UCaaS) into Genesys contact center systems. It also integrates with competing UCaaS providers such as 8×8 and RingCentral.

Genesys will offer Zoom Phone through its sales channel as customer demand for Genesys has increased along with Zoom UCaaS, said Mike Szilagyi, senior vice president and COO of product management at Genesys.

The Genesys-Zoom bundle makes joint functions such as transparent presence-to connect contact center agents with company experts who can help solve customer problems-more straightforward to combine, says Szilagyi.

Previous users of the bundle may be current Zoom video conferencing customers. Companies that will use the Genesys-Zoom package will likely be large enough to support a contact center of 20 agents or more, Szilagyi said.

Cloud capabilities are the future of customer service

The partnership is like a start to the bigger things to come between Genesys and Zoom, says Dan Miller, founder of Opus Research. Genesys ’relationship with Zoom is somewhat more complex than other telephony and video conferencing providers, as Zoom was one of the major companies – along with Salesforce and ServiceNow – supporting the company’s $ 580 million funding round last year. December.

Genesys also competes directly with Zoom for the contact center business, as Zoom released its own contact center as a service (CCaaS) earlier this year.

That adds Zoom to a field of competitors that includes longtime rivals like Mitel and Avaya, and Salesforce Service Cloud and collaboration tools like Microsoft Teams and Slack, Miller said. While Genesys is a partner and integrator with all of these companies, the company needs to present to current and prospective customers that it demonstrates enough value to win contact center sales.

Many contact centers will buy new, remote-work-friendly systems over the next three to five years, if they didn’t do so during the pandemic, Miller said. Zoom, Teams and Slack were not considered real options before now.

“Genesys has a head start,” Miller said. “They have a tremendous salesforce and tremendous partnerships. They have a lot of relationships with different technology providers, and this includes Google and Microsoft … but we’re going to go to a world where they know that sales growth doesn’t sell butt. in seats. it sells cloud-based capabilities. “

Don Fluckinger covers enterprise content management, CRM, marketing automation, e-commerce, customer service and enabling technologies for TechTarget.

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