Microsoft and call center tech firm Genesys are expanding a partnership that will bring a new cloud service for contact centers that includes the Genesys Engage customer experience solution running on Azure.
This gives enterprises the security and scalability they need to manage the intricacies of connecting every touchpoint throughout the customer journey, the companies said in a joint press release Thursday.
According to the companies, the offering will allow customers to quickly innovate and become more agile. Running the Genesys solution on Azure also allows customers to maximize their investment via simplifying management and maintenance, centralized IT expertise and reduced costs.
This also allows customers to tap into the potential of cloud and artificial intelligence technology to gain deeper insights and provide more custom experiences to their customers.
Although little information was offered, Microsoft and Genesys said they’re both also working on new integrations for Genesys and Microsoft Teams, Microsoft Dynamics 365 and Azure Cognitive Services to streamline communication for employees and customers.
Genesys Engage on Microsoft Azure will be available later this year, and both companies are providing the service through a joint co-selling and go-to-market strategy to create a streamlined buying process.
In a statement, Microsoft U.S. President Kate Johnson said large contact centers field a massive volume of inquiries across an increasing 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,” John said said.
“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.”
In a statement, Nemo Verbist, senior vice president of intelligent business and workplace at NTT Ltd., a partner of both companies, said many of the firm’s customers have standardized on Microsoft solutions, and this new offering gives them another 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,” Verbist said.