Two major players in AI-driven customer experience and business communications are joining forces to shake up the enterprise market. Genesys, an AI-powered experience orchestration company, and Mitel, a global business communications provider, have announced a new strategic partnership designed to help large organisations accelerate CX innovation.
Genesys brings its industry-leading AI-powered contact centre solutions to the table, while Mitel contributes its expertise in system integration and managed services to ensure a seamless transition for enterprises looking to scale.
Larry Shurtz, chief sales officer at Genesys, said: “Through our collaboration with Mitel as a Global System Integrator, organisations will be able to manoeuvre through the complexities of evolving regulatory standards and ever-changing customer expectations. With comprehensive platform capabilities, support and service from Mitel, organisations around the world can more seamlessly orchestrate end-to-end experiences for customers and employees.”
The partnership is expected to help organisations in heavily regulated sectors like financial services, healthcare, and the public sector meet stringent compliance requirements, including GDPR, HIPAA, and the EU AI Act. By integrating Genesys’ cloud-based CX platform with Mitel’s deep system expertise, the collaboration aims to reduce deployment risks, optimise workflows, and enhance customer and employee experiences.
For Mitel customers, the move offers a way to tap into advanced AI-powered CX solutions without overhauling existing investments. The companies will initially roll out the joint offering in the U.S., UK, Germany, France, Italy, and Latin America, with plans for deeper integrations in the future.
Sebastian Tietz, head of business development at Mitel, said: “With Genesys Cloud, we can now support large enterprise customers pursuing a cloud-first CX strategy through a comprehensive platform embedded with native AI and providing extensive global reach and scale for organisations worldwide. The advanced platform and customer-centric approach from Genesys combined with Mitel’s broad portfolio and transformative professional services helps accelerate value for customers of all geographies and sectors, including highly regulated industries.”