Microsoft Expands its Partnership with Genesys to Enable Enterprises the Cloud-Powered Enhanced Customer Experiences

Microsoft expands its partnership with Genesys for furnishing enterprises with a new cloud service for contact centers aimed at enabling them deliver superior interactions to customers. Leveraging Genesys Engage, which is an omnichannel customer experience solution running on Microsoft Azure, enterprises can ensure the security & scalability they need to manage the complexities involved with connecting every touch point throughout the customer journey.

Genesys Engage on Microsoft Azure, which is a new trusted & secure cloud offering built to ease the transition to the cloud for large enterprises, will be made available to client organizations later this year. In order to accelerate its adoption, companies are providing Genesys Engage on Microsoft Azure through a joint co-selling & go-to-market strategy.

Genesys is acclaimed with delivering over 70 billion remarkable customer experiences for organizations in over 100 countries, every year. Leveraging the power of the cloud and AI, its technology connects every customer moment across marketing, sales & service on any channel, while also improving employee experiences.

The multitenant architecture of Genesys Engage on Microsoft Azure provides customers the ability to innovate faster & improve their business agility. Additionally, by running the Genesys customer experience solution on this dependable cloud environment, enterprises will be able to maximize their investment in Microsoft Azure through simplified management & maintenance requirements, centralized IT expertise, reduced costs, and more. These solutions facilitate enterprises in leveraging cloud and artificial intelligence (AI) technologies, enabling them gain deeper insights & provide tailored experiences to their customers.

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

Commenting on this new technological development, Nemo Verbist, Senior Vice President, Intelligent Business & Intelligent Workplace, NTT, says, “Many of our customers have standardized 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.” A partner of Microsoft and Genesys, NTT is one of the top five global technology and services providers for the world’s largest enterprises.

Speaking about this new innovation, Kate Johnson, President, Microsoft US, avers, “Large contact centers 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,” he adjoins.

“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,” asserts Peter Graf, Chief Strategy Officer, Genesys. He adds to it, “Together, we’re making it simpler for even the most complex organizations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers.”

Additionally, both these companies are also exploring & developing new integrations for their teams - Microsoft Dynamics 365 and Azure Cognitive Services to streamline collaboration and communications for employees and customers.