Genesys Cloud CX™
for Microsoft Teams
Deliver faster, smarter, and more
personalized customer experiences.

Connect and collaborate
with ease to deliver
more memorable
customer experiences
Delivering frictionless experiences is a
top priority and challenge for every brandas customer engagements become
more complex.
Disparate back-office systems and an inability
to connect and collaborate with subject
matter experts (SMEs) for support can leadto poor customer experiences and frustration
among your front-line agents.
Genesys Cloud CX™ integration with
Microsoft Teams eliminates organizationalsilos by connecting systems and valuable
resources across the company to resolve
complex inquiries faster and more efficiently.

Microsoft Teams helps you connect andcollaborate from anywhere, all in a single app.
With the Genesys Cloud CX integration, you
can create a powerful single-user experiencethat brings together contact center and backoffice applications.
From Genesys Cloud CX, agents can findthe right resource and view the availabilityof SMEs operating in Microsoft Teams. The
agent can then click to connect with theTeams user, provide a warm introduction,and transfer the customer directly. Fromthere, the SME can leverage Microsoft Teams
functionality—including file sharing—while
the call’s recording is retained in Genesys
Cloud CX.
Together, Genesys Cloud CX and Microsoft
Teams help you create more satisfying
experiences for your customers and agents.

Connect your CX systems toresolve customer inquiries
quickly and effortlessly
Improve customer experiences
The Genesys Cloud CX integration empowers
agents with a single interface to collaborate
and consult with subject matter experts (SMEs)
quickly. Using voice and chat options to resolve
customer issues on first contact, agents are better
equipped to provide a smooth and productive
customer experience.

Solve problems fasterWith a quick-access directory, agents can easily
search for and identify the right resources toengage with customers. By mobilizing the rightresources and promoting more streamlined
communications between agents and SMEs,
agents can help to serve customers faster.

Empower your performers
Connect with ease and boost productivity among
agents and SMEs by synchronizing directories,
information, availability, and interactions between
Genesys Cloud CX and Microsoft Teams.

Bring your own carrier
Organizations can select Genesys or anothercarrier of choice for inbound, outbound, andinternal calls, while enabling calling between
Genesys and Microsoft Teams without incurring
additional charges.

Capabilities and Features
Genesys Cloud CX integration with Microsoft Teams offers a simplified user experience that brings
together contact center and back-office applications for the following roles in your organization:•Agent: Single desktop utility to facilitate effortless communication with customers acrosschannels and connect to subject matter experts using Microsoft Teams.

•Supervisor: Give agents visibility and access to designated experts who can resolve complex
customer inquiries, and real-time insights into workloads, and performance.

• Administrator: A simple administrative interface makes it easier to configure and edit carrier
strategies, call routing, and agent availability.

Key features include:•Sync directories between Microsoft Active Directory and Genesys Cloud CX•

Search within Genesys Cloud CX for Microsoft Teams contacts, information, and presence•

Transfer interactions between Genesys Cloud CX & Microsoft Teams with click-to-call•Enable calling between telephony and digital platforms without incurring additional
telephone charges

How It Works•

See how Genesys Cloud CX Contact Center integrates with Microsoft Teams Genesys Cloud CX
Contact Center Integrated with Microsoft Teams•Get started with Genesys Cloud CX Integration for Microsoft Teams Microsoft AppSource Genesys

About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations inmore than 100 countries.
Through the power of our cloud, digital, and AI technologies, organizations can realize Experience as aService®, our vision for empathetic customer experiences at scale.
With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalizedexperiences to deepen their customer connections. This happens across every marketing, sales, andservice moment on any channel, while also improving employee productivity and engagement.
By transforming back-office technology to a modern revenue velocity engine, Genesys enables true
intimacy at scale to foster customer trust and loyalty.

If you’d like to speak more on Genesys Cloud CX™ for Microsoft Teams and what it
could mean for your business, contact: +1.888.436.3797 or visit us at www.genesys.
com/microsoft to learn more or schedule a brief consultation©2022 Microsoft Corporation. All rights reserved. This document is provided “as-is.” Information and views expressed in this document, including URL
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