Microsoft, and Genesys, two market leaders in technology and communication solutions, recently expanded their collaboration strategy. The updated partnership allows the two companies to provide enterprises with a new cloud-based service for the contact centre. This updated service enables companies to deliver better interactive experiences for customers.
The omni-channel solution for customer experience, Genesys Engage, will now run on Microsoft Azure, giving enterprises the scalability and security required to manage the complexities involved with keeping customer journey touchpoints connected.
Microsoft Azure and Genesys Engage will be available in late 2020. To accelerate the adoption of this offering, the companies are now providing Genesys Engage and Microsoft Azure on a joint go-to-market and co-selling strategy. Customers can benefit from an updated buying process that can get them on a path to the cloud as quickly as possible.
Combining Microsoft Azure with Genesys Engage
Thanks to a multi-tenant architecture, the Genesys Engage experience built on top of Microsoft Azure will provide customers with an opportunity to innovate with agility and improve business operations. What’s more, the Genesys solution running on a dependable cloud environment will give enterprises the power to make the most of their Microsoft Azure investments. Simplified maintenance and management requirements, reduced costs, and centralised IT support will allow companies to leverage cloud and AI to gain deeper insights.
Senior VP of the Intelligent Workplace and Intelligent Business environment at NTT Ltd, Nemo Verbist, said that there’s significant value in this new partnership. According to NTT Ltd, many customers are standardized on Microsoft solutions. Genesys Engage operating on Microsoft Azure will give those customers more chances to maximise their investment.
According to the President of Microsoft US, Kate Johnson, large contact centres receive high volumes of inquiries across a growing selection of platforms and channels. It can be challenging to the details of every platform interaction to give every customer a more seamless experience. Leveraging Microsoft’s cloud and AI technologies helps enterprises to create an enhanced journey for everyone.
Exciting New Opportunities for the Enterprise
The Chief Strategy Officer for Genesys, Peter Graf, said that the company is thrilled to provide large enterprises with the opportunity to run mission critical experience platforms in a cloud environment that they trust and know already. Today, the company is making it easier for even the most complicated of organisations to transition into the cloud.
The new strategy will allow companies to accelerate innovation so that they can build stronger customer relationships. The two companies are also exploring new integrations for Microsoft Teams and Genesys, as well as Microsoft Dynamics and Azure services with Genesys, to streamline collaboration and communication opportunities going forward. More information is set to be announced later this year.
