Genesys, the cloud contact center leader is the first to integrate with both Zoom Phone and Zoom Meetings. I’m told, it’s ‘easy to configure with little IT support,’ and the new integrations extend one unified interface so employees can access both solutions. Genesys Cloud customers can choose Zoom Phone as their voice carrier for the contact center, which allows them to use Zoom’s PBX functionality and Genesys Cloud’s contact center artificial intelligence-powered automation self-service tools, support for voice, digital channels, etc.
Remote employees can collaborate via Zoom Meetings without leaving Genesys Cloud, nixing the need to toggle between systems or to search other directories to reach coworkers. Remote workers using Genesys Cloud can leverage the platform’s unified directory and presence lookup to connect with Zoom Phone users. Let’s suppose a contact center agent’s on a call with a customer who has billing issues. That employee can use Zoom’s from within Genesys Cloud to track down the right team member to resolve the matter.
There’s also a lot of other useful features that make remote working more efficient, like click-to-call dialing and seamless transfers between Genesys Cloud and Zoom Phone. Users gain access to a Zoom recording and screen sharing, which makes it easier to look back at meetings and presentations. Eric Yuan, Founder, and Chief Executive Officer, Zoom, said in a statement bringing the two experiences together into a unified experience sets a new standard for employee-customer communication and collaboration, adding:
“Businesses can build stronger customer connections using our robust video-first collaboration solution along with the advanced call routing, analytics, and workforce engagement management of Genesys Cloud”
Tony Bates, Chief Executive Officer, Genesys, said now, more than ever, customers seek to be understood and quick results. He added, “Meeting and exceeding these expectations requires employees to have access to the right tools and resources.”
And there’s something to Bates’ train of thought, countless organizations are set to gain added flexibility and control as a result of the secure public cloud contact center platform from Genesys combined with Zoom’s video-first business calling and meeting solutions. According to Fortune Business Insights, world-wide lockdowns have forced companies to make arrangements for employees to work remotely. “This presents an opportune moment for this market as teleconferencing tools are now seen as the only viable solution to this precarious situation.”
Researchers there note, Zoom’s witnessed an ‘exponential’ rise in its uptake among businesses. Fortune Business Insights also recently provided a projection of the video conferencing market until 2026. The market’s expected to reach $6.37 billion with a CAGR of nearly 10 percent. Back in November 2019, Cisco and Microsoft announced they’d partner to enable Cisco Webex devices to connect and function on the Microsoft Teams platform. This is widely seen as a strategic partnership by those who follow the collaboration industry, thanks to the over 500,000,000 combined users shared between the two mega-brands.
In April 2020, Google announced its teleconferencing platform Google Meet, formerly Google Hangouts – would be free, marking another milestone in the video conferencing industry.
