Zoom Expands Its Genesys Partnership

Charlie Mitchell

The partnership builds on the Zoom Phone and Genesys Cloud CX solution integration

Genesys Latest News
Zoom Expands Its Genesys Partnership

Zoom and Genesys have launched a go-to-market partnership to deliver the combined Zoom Phone plus Genesys Cloud CX solution.

As brands kickstart their UCaaS and CCaaS transformation, the partnership will offer Genesys Cloud contact centers an alternative to its existing Microsoft Teams integration and native UC tools.

Including a video customer assistance solution, Genesys is ramping up these native UC capabilities. However, it seemingly cannot yet compete with companies such as Zoom and Microsoft – particularly in terms of market presence.

Meanwhile, UC giant Zoom has recently entered the CCaaS space. Although, it is perhaps not yet ready to challenge Genesys – a “leader” in the market, according to the 2021 Gartner CCaaS Magic Quadrant.

So, as they each strive to become significant players in each other’s fundamental markets, the two companies are coming together to give customers the best of both worlds.

In doing so, both companies are putting clients first and recognizing that the merger of the UCaaS and CCaaS worlds is becoming the latest CX megatrend.

Commenting on this growing reality, ML Maco, Chief Revenue Officer at Genesys, said:

Increasing market demand for combined unified communications and contact center solutions is an acknowledgment from businesses that ultimately every employee serves the customer, whether customer-facing or not.

“Together with Zoom, we’re reducing barriers for businesses and enabling our ecosystem to help joint customers better connect the enterprise and exceed consumer expectations in a changing digital world.”

The Zoom Phone and Genesys Cloud CX solution integration connects the enterprise by enabling cross-function communication channels, surfacing and sharing customer insights, as well as paving the way for a unified view of CX.

Meanwhile, it also enhances customer service through facilitating real-time agent support channels to subject matter experts (SMEs) and allowing contact center teams access to additional AI tools.

Examples of the latter include the Zoom IQ for Sales solution – a conversational analytics solution – alongside the many Genesys contact center AI tools. These include bots, agent-assist, and speech analytics.

Discussing further details of the partnership, Ryan Azus, Chief Revenue Officer at Zoom, added:

We are excited to incorporate this strengthened integration into our open partner ecosystem to provide businesses with the flexibility and ability to optimize their cloud contact center and communications solutions.

Expect more details of the ongoing partnership to be announced during the Genesys Xperience 2022 event as Oded Gal, Chief Product Officer at Zoom, takes to the stage.

The session highlights the strengthening relationship between Zoom and Genesys – despite entering one another’s primary markets.

Perhaps the two companies also recently teaming up to invest in Cresta, a burgeoning player in the real-time contact center intelligence space, showcases this again.



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