Genesys and Mitel have announced a collaboration to help large enterprises accelerate their contact center transformations.
The former will utilize Mitel’s managed service capabilities to drive the adoption of the Genesys Cloud platform.
Additionally, Genesys will overlay its platform capabilities across Mitel’s on-premise deployments, including its journey orchestration solutions.
Mitel will market the Genesys Cloud platform directly to large enterprises, with initial availability in the US, UK, Germany, France, Italy, and Latin America.
Sebastian Tietz, Head of Business Development at Mitel, expressed his excitement about the partnership, which will expand Mitel’s ability to deliver “tailored” CX solutions to customers’ preferred deployment models.
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 organizations worldwide.
Indeed, the partnership backs up Mitel’s story about the need for hybrid deployments, where customers can keep critical workloads on-premise while leveraging elements of the cloud to accelerate their innovation curve.
In the current regulatory environment, enterprises must comply with a growing list of geographic and industry standards, such as the EU AI ACT, GDPR, DORA, and HIPAA. As such, these hybrid environments are in vogue.
However, for Dom Black, Principal Analyst at Cavell, the move brings into question Mitel’s long-term ambitions. Will it continue to build itself or partner to offer best-in-class services?
After all, the move closely follows Mitel’s blockbuster partnership with Zoom at the close of 2024.
Interestingly, while this focused more on unified communications than contact centers, Zoom would have undoubtedly wished to expand into the latter. After all, its CCaaS product is gaining momentum.
Against this backdrop, this partnership is a big win for Genesys, as Black concludes:
[This partnership] brings a huge base of new partners that Genesys can leverage and also a potential customer base to migrate in the future.
Alongside Genesys, Mitel also has close ties with another Gartner Magic Quadrant for CCaaS leader: Five9.
Until recently, the Five9 Intelligent Cloud Contact was Mitel’s exclusive CCaaS partner for its worldwide client base.
Meanwhile, Mitel launched its own hybrid ‘all-in-one’ contact center platform last year, which includes omnichannel support across voice, video, chat, and social.
The solution also boasts customizable workplace automation capabilities, which allow users to design AI-powered workflows using a Chatbot Builder and Workflow Studio.
However, Larry Shurtz, Chief Sales Officer at Genesys, is confident that his company can offer Mitel customers something differentiative. He noted:
Through our collaboration with Mitel as a Global System Integrator, organizations will be able to maneuver through the complexities of evolving regulatory standards and ever-changing customer expectations.
With global reach and a shared commitment to advancing customer experience innovation, the Genesys and Mitel partnership is set to offer a “transformative approach” for enterprises worldwide.
