India's leading telecom operator Vodafone Idea Limited (VIL) has announced a strategic alliance between its B2B arm, Vi Business, and Genesys, the global cloud leader, to roll out the next generation of Cloud Contact Centre as a Service (CCaaS) for enterprises across India. This collaboration will transform contact center operations for businesses, and rich customer engagement with enhanced service delivery through innovative, cloud-based solutions will be enabled.

The new CCaaS will bring Indian enterprises an advanced, scalable, and flexible platform that will respond to the continuing evolution of customer needs. This service will enable businesses to scale more efficiently, deliver an omnichannel CX, and eliminate hefty capital investments associated with traditional contact center setups. The solution will be built on AI-powered technology for superior interaction management across multiple touchpoints-including voice, chat, email, and social media.

Arvind Nevatia, Chief Enterprise Business Officer, Vodafone Idea, while responding to the development said, "We are very excited to take this pioneering collaboration with Genesys forward. This association is a giant leap for Vi Business in executing innovative work that enables businesses to transform their processes, leveraging AI and Cloud technology in smarter and more efficient manners. We're pushing ahead to continue laying the future boundaries of digital transformation, enabling enterprises to be better placed amidst the rapidly shifting landscape of technology".

Genesys is a worldwide leader in AI-driven experience orchestration, and this association will balance the robust network infrastructure of Vi Business with a deep market understanding. The partnership will provide Indian businesses with an India-based, cloud-based CCaaS offering that not only ensures data residency but also offers the flexibility required to meet the requirements put forward by regulatory requirements and business demands in the country.

According to Gwilym Funnell, Senior Vice President for Asia-Pacific at Genesys, "This partnership is huge value. As a global cloud leader of customer and employee experience solutions, Genesys offers a unique value proposition as the first global CCaaS platform with in-country cloud deployment, bringing data residency for Indian businesses which demand reliability and scale. Combining this with the strong network of Vi Business and AI-powered technology from Genesys to pursue an even smarter and agile solution that enables businesses to go live faster, coupled with using consumption-based models for scaling".