Microsoft has announced its partnership with Genesys is moving to another level. Through an expanded collaboration, the companies will bring cloud services for contact centers for enterprise users. Microsoft Azure will power better interactions with customers through the Genesys Engage customer experience platform.
Through Azure and Engage, organizations will have enhanced scalability and security to manage connectivity with customers. In a blog post, Microsoft says Genesys Engage will launch later in 2020. In an effort to increase adoption, the partnership is being delivered through a joint co-selling strategy.
“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 most complex organizations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers.”
Furthermore, the companies will also co-market Engage on Azure. In its post, Microsoft points out through leveraging Azure, Genesys Engage gives organizations the ability to move faster and efficiently to engage with customers.
“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 and maintenance requirements, centralized IT expertise, reduced costs, and more.”
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Through cloud and artificial intelligence (AI), enterprise customers can get further insights on custom experiences they are delivering to consumers.
“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,” said Kate Johnson, president, Microsoft U.S. “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.”
