AI-generated summary
Genesys Cloud for Microsoft Teams integrates Genesys Cloud's contact center capabilities into Microsoft Teams, enabling agents to handle customer interactions within the Teams interface. Key capabilities include call routing, omnichannel routing, skills-based routing, call controls, screen pops, and reporting. Agents can receive and manage calls, chats, emails, and other interactions directly in Teams while leveraging Genesys Cloud's contact center features. The integration architecture consists of Genesys Cloud, Genesys Cloud for Microsoft Teams app, Microsoft Teams, and optional components like Genesys Cloud pulse and Genesys Cloud workforce engagement.
