Genesys inks Strategic Collaboration Agreement with AWS

Genesys has announced a new Strategic Collaboration Agreement (SCA) with Amazon Web Services, Inc. (AWS) to help organisations create exceptional experiences through deeper coordination of technologies and intelligent, automated solutions.

Building upon their long standing partnership, Genesys and AWS are doubling down on their commitment to help joint customers reimagine the experiences they deliver to meet the expectations of discerning digital-first consumers. This is increasingly crucial today as organisations can no longer afford slow innovation cycles and disconnected systems frequently at the root of fractured customer relationships. Genesys and AWS plan to expand joint development and their go-to-market relationship to empower organisations to accelerate their digital transformation and cloud customer experience strategies.

Using the Genesys Cloud CX platform, a cloud native solution built on AWS, more than 4,000 customers are already orchestrating personalised experiences and improving operational efficiency by leveraging the combined power of two global technology companies. Furthermore, with more than 800,000 users on the platform across 13 AWS Regions, Genesys Cloud CX is one of the most proven, reliable contact centre solutions for any organisation.

Smarter Experiences Driven by AI

As part of the agreement, the companies are also working to market and sell Genesys Cloud CX with AWS Contact Center Intelligence (CCI) solutions to streamline access for customers. Today, AWS CCI and Genesys Cloud CX customers can easily use Amazon Transcribe, Amazon Lex, Amazon Polly, Amazon Kendra and other AI-powered services in the AWS CCI portfolio to improve customer service and agent productivity.

Companies across every industry, such as Alberta Motor Association (AMA) Group, are combining Genesys Cloud CX and AWS to orchestrate exceptional self-service and human-assisted experiences across voice and digital channels.

Kymberli O’Hagan, Technical Analyst III at AMA, said, “The key differentiators of Genesys versus other vendors for us was the flexibility, robust roadmap, licensing options and API integrations, which brought a sense of clarity and ease of use for our admins and developer teams. When we first moved to Genesys Cloud CX, we had a third-party bot system for roadside assistance, but since then, we’ve moved away from that solution and built a bot completely in-house using Genesys and Amazon Lex.”

The multifaceted partnership of Genesys and AWS also extends to the availability of Genesys Cloud CX in the AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software.