Friday, 24 January 2020 11:21

Microsoft, Genesys partner to launch contact centre cloud service Featured

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Microsoft and Genesys have expanded their partnership to provide a new cloud service for contact centres.

The two companies say the expansion of their partnership enables them to deliver “superior interactions for customers” - and with the omnichannel customer experience solution, Genesys Engage, running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.

Genesys Engage on Microsoft Azure will be available in late 2020, and to accelerate adoption, the companies are providing Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy.

“Customers will benefit from a streamlined buying process that puts them on a clear path to the cloud,” they said.

Nemo Verbist, Senior Vice President of Intelligent Business and Intelligent Workplace at NTT Ltd - a partner of both Microsoft and Genesys- says he 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. Together, these solutions provide enterprises a secure and powerful foundation to communicate with their customers in creative and meaningful ways.”

“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,” said Kate Johnson, President, Microsoft US.

“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.”

“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,” said Peter Graf, Chief Strategy Officer of Genesys.

“Together, we’re making it simpler for even the 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.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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