UC Connect Overview

The Genesys UC Connect solution facilitates the integration of the Genesys suite and unified communications (UC) platforms, allowing the expansion of the labor pool beyond the physical contact center, and enabling branch and back-office employees, expert agents, and other workers across the enterprise to play a vital role in the customer service operation. 

With UC Connect, Genesys directly integrates its industry leading Customer Interaction Management (CIM) platform with leading UC platforms, including IBM Sametime and Microsoft Office Communications Server 2007.  This breaks down the traditional barriers that, in the past, made it difficult for customer service agents to both transfer calls to back- and branch office workers, and/or use other innovative UC capabilities such as instant messaging, to access resources and expertise located outside of the central contact center operation.