Image from Microsoft website

Genesys, a cloud-based and on-premises software provider, strengthened its partnership with technology giant Microsoft to offer new services for contact centers. One of the former’s services, Genesys Engage, is running on Microsoft Azure.

Genesys Engage on Microsoft Azure will be available in late 2020 through a co-selling and go-to-market strategy.

“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 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.”

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Genesys Engage is an omnichannel customer experience solution that runs on Microsoft Azure. With this new development between the two companies, enterprises that are subscribed to the services will be able to have the security and scalability in managing a complex cloud environment.

Genesys Engage on Microsoft Azure

Genesys Engage on Microsoft Azure will have a multitenant architecture but also have simplified management with maintenance requirements. It will also have a centralized IT expertise. By having these unified services, enterprises will be able to “leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made experiences for 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,” 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.”

New integrations

Further developments are expected in the future as the companies revealed that Genesys and Microsoft Teams, Microsoft Dynamics 365, and Azure Cognitive Services are exploring and developing new integrations that would improve communications between employees and customers.

Nemo Verbist, senior vice president of Intelligent Business and Intelligent Workplace at NTT Ltd., one of the top five global technology and services providers for the world’s largest enterprises and a partner of both Microsoft and Genesys, sees great value in the partnership. Verbist said, “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.”