CX and contact centre software firm Genesys has expanded its partnership with Microsoft for a brand new cloud service promising “superior interactions” for customers.
Genesys Engage on Microsoft Azure will be available later this year and will enable firms to achieve the security and stability required to manage the complexities involved with connecting every touchpoint throughout the customer journey.
To accelerate adoption, the companies are providing Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy, in which 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 will give customers the ability to innovate faster and improve their business agility. In addition, by running the Genesys Customer Experience solution on this dependable cloud environment, enterprises will be able to maximise their investment in Microsoft Azure through simplified management and maintenance requirements, centralized IT expertise, reduced costs, and more.
These solutions aim to make it easier for enterprises to leverage cloud and artificial intelligence technologies so they can gain deeper insights and provide tailor-made experiences for their customers.
Microsoft’s US President, Kate Johnson, explained: “Large contact centres receive an exceptionally high volume of inquiries across a growing list of channels and platforms. One of the biggest challenges is connecting the details of every interaction across all channels to ensure each customer has a seamless experience.
“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.”
Peter Graf, Chief Strategy Officer of Genesys, added: “We are thrilled to give large enterprises the opportunity to run their mission critical customer experience platform in the cloud environment they already know and trust – Microsoft Azure.
“Together, we’re making it simpler for even the most complex organisations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers.”
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. More information will be released about these upcoming integrations later this year.
Nemo Verbist, senior VP of Intelligent Business and Intelligent Workplace at NTT Ltd., one of the top five global technology and services providers for the world’s largest enterprises and a partner of both Microsoft and Genesys, sees great value in the partnership.
“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,” he said.
“Together, these solutions provide enterprises a secure and powerful foundation to communicate with their customers in creative and meaningful ways.”
For more information, register for the upcoming webinar, Genesys Engage + Microsoft Azure: Transform Your Customer Experience in the Cloud.