Microsoft, Genesys expand partnership

Microsoft CEO Satya Nadella left and Tony Bates CEO of Genesys right.JPGMicrosoft and customer experience company Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centres that enables them to deliver superior interactions for customers

With the omnichannel customer experience solution, Genesys Engage, running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.

Genesys Engage on Microsoft Azure will be available in late 2020. To accelerate adoption, the companies are providing Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy. Customers will benefit from a streamlined buying process that puts them on a clear path to the cloud.

With its multi-tenant architecture, Genesys Engage on Microsoft Azure gives customers the ability to innovate faster and improve their business agility. In addition, by running the Genesys customer experience solution on this cloud environment, enterprises will be able to maximise their investment in Microsoft Azure through simplified management and maintenance requirements, centralised IT expertise, reduced costs and more.

These solutions make it easier for enterprises to leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made experiences for their customers.

Nemo Verbist, senior vice-president of Intelligent Business and Intelligent Workplace at NTT Ltd., one of the top five global technology and services providers, said, “Many of our customers have standardised on Microsoft solutions, and Genesys Engage on Microsoft Azure gives them an additional opportunity to take advantage of their investment. Together, these solutions provide enterprises with a secure and powerful foundation to communicate with their customers in creative and meaningful ways.”

Kate Johnson, president, Microsoft US, commented, “By leveraging Microsoft’s Azure cloud and AI technologies, Genesys is helping enterprises create a seamless customer journey with Microsoft’s trusted, secure, and scalable platform.”

The companies are also exploring and developing new integrations for Genesys and Microsoft Teams, Microsoft Dynamics 365 and Azure Cognitive Services to streamline collaboration and communications for employees and customers.

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