by Larry Mead, Kate Kompelien and Kurt Schroeder
Leading CX consultancy now offers 10+ integrations with the Genesys Customer Experience Platform
MINNEAPOLIS, MN – March 13, 2017 – Avtex is pleased to announce the inclusion of more than a dozen applications on the Genesys® AppFoundry – a dedicated customer experience marketplace.
This includes a new integration for Genesys PureCloud®, InteractionSync an application designed to provide an integrated customer experience across multiple channels.
The Genesys AppFoundry connects businesses to the industry’s highest caliber of cloud and on-premises customer experience solutions in one comprehensive marketplace. The new AppFoundry now gives all Genesys customers one interface to explore its ecosystem of pre-built integrations for the entire Genesys portfolio, including PureEngage™, PureConnect™ and PureCloud.
“The AppFoundry presents a significant opportunity for partners like Avtex to create solutions that address specific challenges facing end-users,” said John Seeds, Avtex VP of Marketing. “Avtex is committed to ongoing innovation and development of applications built on the Genesys Customer Experience platform, all in an effort to help organizations meet the evolving expectations of their customers.”
InteractionSync for PureCloud provides deep integration between PureCloud, the award-winning cloud customer engagement solution from Genesys, and Microsoft Dynamics 365 to allow users to fully manage customer engagement from in one screen, without having to switch between multiple windows or applications. The solution is available as an add-on to PureCloud cloud subscriptions and requires minimal IT investment of resources to implement and maintain while being fully scalable.
The integration provided by InteractionSync for PureCloud gives agent access to the PureCloud experience from within Dynamics 365. Fully embedded controls to manage customer interactions, agent presence management to manage agent availability, click-to-dial to quickly follow up with customers, and comprehensive screen automation to reduce the customer identification time — are all tied directly into the Microsoft Dynamics 365 solution. The application merges the features of PureCloud to handle queuing, routing, measuring and reporting while synchronizing key data to Dynamics 365 to produce exceptional customer experiences.
“With applications like InteractionSync for PureCloud, we are able to streamline the contact center environment, improve employee and customer experiences and further optimize the various technologies already in use by our clients,” said Seeds. “This is just one great example of innovation built upon the strong and flexible foundation offered by the Genesys platform.”
InteractionSync for PureCloud is the latest internally developed application released by Avtex. It joins Power BI Connecter as the company’s PureCloud-focused applications currently listed on the Genesys AppFoundry. Avtex also offers a number of applications for PureConnect, including Abandoned Call Processor, Interaction Recorder Transcriptions, SimpleConference, Voicemail Transcription and more.
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